1) GREETING

Dear Mrs Smith, / Dear Sir or Madam, (if you don’t know the person’s name)

2) REASON FOR WRITING

(+ specific information about the product or service, including where and when you bought it )

I am writing (to you) [about / regarding] …

I am writing in response to …

I am writing in connection with ...

I am writing to draw your attention to ...

I am writing to [complain / protest] about ...

I feel I must complain about …

I am sorry to have to inform you that …

I am writing to express my [strong / extreme / total] dissatisfaction [with / at] ...

I wish to bring to your attention a problem which arose due to your inefficiency.

I wish to make a serious complaint regarding your ...

I recently [rented / purchased / bought / received / ordered] from [you / your <company / store / staff>].

3) REASONS FOR THE COMPLAINT

(complaints + consequences, reasons, justifications)

First, Secondly, Thirdly, Finally, Furthermore, To make matters worse, What is more, In addition, As a result, Therefore, Consequently, Moreover, To my [surprise / amazement]

I am [disappointed / shocked / surprised / upset / dissatisfied with ...] because …

The problem is …

I must [mention / point out] (that) …

The … was supposed to be …

There may be a misunderstanding about …

It was completely different from …

Unfortunately, it was nothing like what I expected.

4) YOUR DEMANDS & THREATS

A) Say clearly what you want the receiver to do:

I feel entitled to a [partial / full] refund in addition to an apology for the inconvenience caused.

I [insist on / demand] a refund for the annoyance and discomfort I suffered.

I would like you to [refund my money / pay compensation / replace the product].

I demand [a full refund / immediate action / a replacement].

I would be grateful if you [dealt with this matter immediately / could ...].

I would appreciate it if you could [sort this matter out / look into this matter] as soon as possible.

I insist that you resolve the matter immediately.

I insist that this matter be dealt with promptly.

I look forward to [hearing from you / receiving a prompt reply / your reply and a resolution to my problem / receiving an apology and a correction of the facts].

I hope to hear from you as soon as possible.

B) State further action that you will take if your demands are not met:

..., or I shall be forced to take [the matter further / <legal / further> action] to [<go / write> to the Consumer Association / go to court / write to the local newspaper].

Unless I receive a satisfactory reply, I will ...

I am afraid that if this matter is not dealt with immediately, I will …

5) SIGNING OFF

Yours [sincerely / faithfully],

Sign your name.