Writing

1
Writing

• Letters of complaint

2

• A formal letter of complaint is written to (1)
  ________ about a problem which has arisen. It
  should explain the (2) ________for the complaint,
  and usually includes a suggestion/request/demand
  concerning what should be (3) ________.
• The nature of the complaint should be presented
  in the (4) ________. Each aspect of the topic
  should be presented in a separate (5)
  ________containing a clear topic sentence. Each
  (6) ________should be supported by a clear
  justification.

3

• Read the model letter and find topic sentences of
  each paragraph.

4

• Dear Sir / Madam,
• I am writing to express my extreme
  dissatisfaction with the service I received when
  I rented one of your cars on 20th July.
• Firstly, I had specifically requested a four-door
  model. However, I was given a smaller two-door
  version which apart from being too small for my
  needs, was clearly in need of extensive repair.
  Despite my objections your employees informed me
  that it was the only car available and assured me
  that it was in perfect order. Having no other
  alternative I accepted the vehicle.
• Contrary to what I had been told, there were, in
  fact, several things wrong with the car. Despite
  the fact that I had driven it for only one hour,
  I was forced to stop when the engine showed signs
  of overheating. Having added two litres of water
  to the radiator, I was able to continue, although
  during the course of my journey a knocking sound
  from the engine became increasingly persistent
  and the windscreen wipers stopped working.
• My subsequent journey was most uncomfortable. Not
  only did I have to worry about driving a car
  which was not roadworthy, but I also had to stop
  on three occassions to refill the radiator.
  Finally, I had no other choice but to leave the
  car at your Oxford branch and continue my journey
  using public transport.
• I feel that your employees acted irresponsibly in
  issuing a car which was not safe to drive, and I
  believe I am entitledto compensation for the
  interruption of my holiday. I therefore request
  that you send me the sum of 200 to cover the
  cost of my train ticket and to compensate me for
  the distress I was forced to suffer as a result
  of your negligence. I insist that you give this
  matter your urgent attention, otherwise I will be
  forced to take legal action.

5

• Read the letter again and find any phrases which
  are too informal for this kind of writing

6

• Dear Sir / Madam,
• Im writing this because Im really upset about
  the service I received when I rented one of your
  cars on 20th July.
• Firstly, I had specifically requested a four-door
  model. However, I was given a smaller two-door
  version which apart from being too small for my
  needs, was clearly in need of extensive repair. I
  moaned about it but your employees informed me
  that it was the only car available and assured me
  that it was in perfect order. I couldnt do
  anything else, so I accepted the vehicle.
• Although, they said there werent, there were, in
  fact, several things wrong with the car. Despite
  the fact that I had driven it for only one hour,
  I was forced to stop when the engine showed signs
  of overheating. Having added two litres of water
  to the radiator, I was able to continue, although
  during the course of my journey a knocking sound
  from the engine became increasingly persistent
  and the windscreen wipers stopped working.
• My subsequent journey was most uncomfortable. Not
  only did I have to worry about driving a car
  which was not roadworthy, but I also had to stop
  on three occassions to refill the radiator.
  Finally, I had no other choice but to leave the
  car at your Oxford branch and continue my journey
  using public transport.
• I feel that your employees acted irresponsibly in
  issuing a car which was not safe to drive, and I
  believe I am entitledto compensation for the
  interruption of my holiday. So I want you to send
  me the sum of 200 to cover the cost of my train
  ticket and to make me feel better after the
  distress I was forced to suffer as a result of
  your negligence. Youd better give this matter
  your urgent attention, or else I really will have
  to take legal action.

7

• Dear Sir / Madam,
• Im writing this because Im really upset about
  the service I received when I rented one of your
  cars on 20th July.
• Firstly, I had specifically requested a four-door
  model. However, I was given a smaller two-door
  version which apart from being too small for my
  needs, was clearly in need of extensive repair. I
  moaned about it but your employees informed me
  that it was the only car available and assured me
  that it was in perfect order. I couldnt do
  anything else, so I accepted the vehicle.
• Although, they said there werent, there were, in
  fact, several things wrong with the car. Despite
  the fact that I had driven it for only one hour,
  I was forced to stop when the engine showed signs
  of overheating. Having added two litres of water
  to the radiator, I was able to continue, although
  during the course of my journey a knocking sound
  from the engine became increasingly persistent
  and the windscreen wipers stopped working.
• My subsequent journey was most uncomfortable. Not
  only did I have to worry about driving a car
  which was not roadworthy, but I also had to stop
  on three occassions to refill the radiator.
  Finally, I had no other choice but to leave the
  car at your Oxford branch and continue my journey
  using public transport.
• I feel that your employees acted irresponsibly in
  issuing a car which was not safe to drive, and I
  believe I am entitledto compensation for the
  interruption of my holiday. So I want you to send
  me the sum of 200 to cover the cost of my train
  ticket and to make me feel better after the
  distress I was forced to suffer as a result of
  your negligence. Youd better give this matter
  your urgent attention, or else I really will have
  to take legal action.

8

• Dear Sir / Madam,
• I am writing to express my extreme
  dissatisfaction with the service I received when
  I rented one of your cars on 20th July.
• Firstly, I had specifically requested a four-door
  model. However, I was given a smaller two-door
  version which apart from being too small for my
  needs, was clearly in need of extensive repair.
  Despite my objections your employees informed me
  that it was the only car available and assured me
  that it was in perfect order. Having no other
  alternative I accepted the vehicle.
• Contrary to what I had been told, there were, in
  fact, several things wrong with the car. Despite
  the fact that I had driven it for only one hour,
  I was forced to stop when the engine showed signs
  of overheating. Having added two litres of water
  to the radiator, I was able to continue, although
  during the course of my journey a knocking sound
  from the engine became increasingly persistent
  and the windscreen wipers stopped working.
• My subsequent journey was most uncomfortable. Not
  only did I have to worry about driving a car
  which was not roadworthy, but I also had to stop
  on three occassions to refill the radiator.
  Finally, I had no other choice but to leave the
  car at your Oxford branch and continue my journey
  using public transport.
• I feel that your employees acted irresponsibly in
  issuing a car which was not safe to drive, and I
  believe I am entitledto compensation for the
  interruption of my holiday. I therefore request
  that you send me the sum of 200 to cover the
  cost of my train ticket and to compensate me for
  the distress I was forced to suffer as a result
  of your negligence. I insist that you give this
  matter your urgent attention, otherwise I will be
  forced to take legal action.

9
1.I am writing to express my extreme
dissatisfaction with the servise I received
2.when I rented one of your cars on 20th July.
3.Firstly I had specifically requested a
four-door model. However, I was given a 4.smaller
two-door version which apart from being too small
for my needs, was 5.clearly in need of extensive
repair. Despite, my objections your employees
6.informed me that it was the only car available
and assuered me that it was in 7.perfect order.
Having no other alternative I accepted the
vehicle 8.Contrary to what I had been told,
there were, in fact, several things wrong with
9.the car. Despite the fact that I had driven it
for only one hour, I was forced to 10.stop when
the engine showed signs of overheeting. Having
added two litres 11.of water to the radiator, I
was able to continue, although during the curse
of 12.my journey a knocking sound from the engine
became increesingly 13.persistant and the
windscreen wipers stopped working. 14.My
subseqent journey was most uncomfortable. Not
only did I have to worry 15.about driving a car,
which was not roadworthy, but I also had to stop
on 16.three occassions to refil the radiator.
Finally, I had no other choice but to 17.leave
the car at your oxford branch and continue my
journey using public 18.transport. 19.I feel
that your employees acted irresponssibly in
issuing a car which was 20.not safe to drive, and
I beleive I am entitled to compensation for the
21.interruption of my holiday. I therfore request
that you send me the sum of 22.200 to cover the
cost of my train ticket and to compencate me for
the 23.distress I was forced to suffer as a
result of your neglligence. I insist that you
24.give this matter your urgent attention,
otherwise I will be forced to take legal action.
10

• Dear Sir / Madam,
• I am writing to (1) my extreme dissatisfaction
  with the service I (2) when I rented one of your
  cars on 20th July.
• Firstly, I had specifically requested a four-door
  model. However, I was (3) a smaller two-door
  version (4) apart from being too small for my
  needs, was clearly in need of extensive (5).
  Despite my objections your employees informed me
  that it (6) the only car available and assured me
  that it was (7) perfect order. (8) no other
  alternative I accepted the vehicle.
• Contrary to what I had been (9), there were, in
  fact, several things wrong (10) the car. Despite
  the fact that I had driven it (11) only one hour,
  I was forced to stop when the engine showed signs
  of overheating. Having added two litres of water
  to the radiator, I was (12) to continue, although
  during the (13) of my journey a knocking sound
  from the engine became increasingly persistent
  and the windscreen wipers (14) working.
• My subsequent journey was most uncomfortable. Not
  only (15) I have to worry about driving a car
  which was not roadworthy, but I (16) had to stop
  on three occassions to refill the radiator.
  Finally, I had no other (17) but to leave the car
  at your Oxford branch and continue my journey
  using (18) transport.
• I feel that your employees acted irresponsibly in
  issuing a car which was not safe to drive, and I
  believe I am entitled (19) compensation for the
  interruption of my holiday. I therefore request
  (20) you send me the sum of 200 to cover the
  cost of my train ticket and to compensate me (21)
  the distress I was forced to suffer as a result
  of your negligence. I insist that you (22) this
  matter your urgent attention, otherwise I will be
  (23) to take legal action.

11

• Dear Sir / Madam,
• I am writing to express my extreme (satisfy) with
  the service I received when I rented one of your
  cars on 20th July.
• Firstly, I had specifically requested a four-door
  model. However, I was given a smaller two-door
  version which apart from being too small for my
  needs, was clearly in need of extensive repair.
  Despite my objections your (employ) informed me
  that it was the only car available and (sure) me
  that it was in perfect order. Having no other
  alternative I accepted the vehicle.
• Contrary to what I had been told, there were, in
  fact, several things wrong with the car. Despite
  the fact that I had driven it for only one hour,
  I was forced to stop when the engine showed signs
  of (hot). Having added two litres of water to the
  radiator, I was able to continue, although during
  the course of my journey a knocking sound from
  the engine became (increase) persistent and the
  windscreen wipers stopped working.
• My subsequent journey was most (comfort). Not
  only did I have to worry about driving a car
  which was not roadworthy but I also had to stop
  on three occassions to (fill) the radiator.
  Finally, I had no other choice but to leave the
  car at your Oxford branch and continue my journey
  using public transport.
• I feel that your employees acted (responsible) in
  issuing a car which was not safe to drive, and I
  believe I am entitled to compensation for the
  (interrupt) of my holiday. I therefore request
  that you send me the sum of 200 to cover the
  cost of my train ticket and to compensate me for
  the distress I was forced to suffer as a result
  of your (neglect) . I insist that you give this
  matter your urgent attention, otherwise I will be
  forced to take (law) action.

12
Match the complaints and justifications below,
then join them using appropriate linking
words/phrases. Use but, nevertheless, however,
in spite of, despite the fact that, although,
even though.

• The goods we ordered have not been received yet.
• Our wooden floors have become dull.
• The batteries died after a few hours.
• The hotel was an hours drive from the beach.
• The film was too long and very boring.
• The knife become blunt after only one murder.
• The mascara made my wifes eyes water.

• The label on the packet claims they are long
  lasting
• We were told they would not lose their shine.
• They were shipped a month ago.
• We were told it was within walking distance.
• The manufacturer claims it is hypoallergenic.
• The trailer said it would keep me on the edge of
  my seat.
• You said it was guaranteed to stay sharp for five
  years