Letters of Complaint Letters of Complaint and Apologyand Apology

Thank you letters Thank you letters

Letter of Complaint Letter of Complaint

Issues: Issues: wrong delivery, non-delivery, damage, wrong delivery, non-delivery, damage,

bad workmanship etc. bad workmanship etc.

At least 3 paragraphs:At least 3 paragraphs:1.1. Opening Opening 2.2. Explaining the problemExplaining the problem3.3. Suggesting a solution Suggesting a solution

Insert the given wordsInsert the given words

Opening paragraphOpening paragraph

above, reference, above, reference, complain, letter, complain, letter,

shipment, delivery shipment, delivery

I am writing to ______ about the ______ I am writing to ______ about the ______

of sweaters we received yesterday against of sweaters we received yesterday against

the ______ order. I am writing with ______the ______ order. I am writing with ______

to our ______ of 22 May in which we asked to our ______ of 22 May in which we asked

for ______ of 60 dynamos (Artex model 33). for ______ of 60 dynamos (Artex model 33).

Insert the given wordsInsert the given words

Main paragraph(s)Main paragraph(s)

consignment, hazard, regard, consignment, hazard, regard, suggest, grateful, forwarding, suggest, grateful, forwarding, inspectinspect

Since the _____ company which delivered Since the _____ company which delivered the the

_____ are your agents, we _____ that you _____ are your agents, we _____ that you contact them with _____ to compensation. I contact them with _____ to compensation. I would be _____ if you could come and _____would be _____ if you could come and _____the damage which creates a _____ to our the damage which creates a _____ to our customers. customers.

Insert the given wordsInsert the given words

Closing paragraphClosing paragraph

supplier, case, arise, delivery, supplier, case, arise, delivery, consider, unless, efficiently, consider, unless, efficiently, ensure , legalensure , legal

______you can fulfill our orders ______ in the ______you can fulfill our orders ______ in the

future we will have to ______ changing to future we will have to ______ changing to

another ______. Please ______ that this sort of another ______. Please ______ that this sort of

problem does not ______ again. In ______ of problem does not ______ again. In ______ of any any

results because of your late ______, we will results because of your late ______, we will take take

_____ action. _____ action.

Complaint Letter SampleComplaint Letter Sample

Dear Mr. Cliff,Dear Mr. Cliff,

I received a consignment of dressing tables, Cat. No. DT I received a consignment of dressing tables, Cat. No. DT

154, to the above address yesterday. 154, to the above address yesterday.

However, the delivery consisted of six heavy mahogany-However, the delivery consisted of six heavy mahogany-

finished dressing tables instead of the light-pine polished finished dressing tables instead of the light-pine polished

units I asked for. units I asked for.

As I have firm orders for the design I asked for, I would be As I have firm orders for the design I asked for, I would be

grateful if you could send my consignment as soon as grateful if you could send my consignment as soon as

possible, and collect the wrong delivered goods. Thank you possible, and collect the wrong delivered goods. Thank you

in advance.in advance.

Sincerely yours, Sincerely yours,

Robert HughesRobert Hughes

Apology Letter (reply to a Apology Letter (reply to a complaint)complaint)

► At least three paragraphs:At least three paragraphs:

1.1. Opening Opening

2.2. Explaining the mistakeExplaining the mistake

3.3. Solving the problem/rejecting the Solving the problem/rejecting the complaint complaint

Apology Letter SampleApology Letter Sample

Dear Mr. Hughes, Dear Mr. Hughes, Thank you for yesterday’s letter concerning the Thank you for yesterday’s letter concerning the above wrong delivery. I have looked into it and above wrong delivery. I have looked into it and found that our current winter catalogue lists the found that our current winter catalogue lists the dressing tables you wanted under DT189. I think dressing tables you wanted under DT189. I think you must have used last summer’s catalogue.you must have used last summer’s catalogue.I have instructed one of the drivers to deliver I have instructed one of the drivers to deliver

the the pine-finished dressing tables tomorrow and take pine-finished dressing tables tomorrow and take over the other consignment. over the other consignment. I apologize for the inconvenience this may have I apologize for the inconvenience this may have caused you. caused you. Sincerely, Sincerely, Richard CliffRichard Cliff

Insert the given wordsInsert the given words

Opening paragraphOpening paragraph

inspected, damage, due, experienced, 10 inspected, damage, due, experienced, 10 March, apologize, informing, delivered March, apologize, informing, delivered

Thank you for _______ us about the ______to Thank you for _______ us about the ______to our our

consignment. First, let me ______ for your consignment. First, let me ______ for your order not order not

being ______ on the ______ date and for the being ______ on the ______ date and for the

problems you have ________. The damage you problems you have ________. The damage you

described in your letter of ________ has now described in your letter of ________ has now been been

_______. _______.

Insert the given wordsInsert the given words

Main paragraph(s)Main paragraph(s)

receive, due, problem, error, dealt, receive, due, problem, error, dealt, faulty, complained, replacements, faulty, complained, replacements, withdrawn,withdrawn,

The mistake was _____ to a ______in one of our The mistake was _____ to a ______in one of our machines, which has now been corrected. It is machines, which has now been corrected. It is unusual for this type of ______ to arise, but the unusual for this type of ______ to arise, but the problem has now been ____ with. The fabric you problem has now been ____ with. The fabric you have ______ about has now been ______. _____ of have ______ about has now been ______. _____ of the _______ articles are on their way to you, the _______ articles are on their way to you,

and and you should ____ them tomorrow. you should ____ them tomorrow.

Insert the given wordsInsert the given words

Closing paragraphClosing paragraph

similar, finally, occur, arises, closing, similar, finally, occur, arises, closing, fault exceptional, matter, apologize, fault exceptional, matter, apologize, inconvenience, patience, unlikelyinconvenience, patience, unlikely

Thank you for your ______ in this ______. In Thank you for your ______ in this ______. In ______ we would like to ______ for the _________ ______ we would like to ______ for the _________ and also point out that this type of______ rarely and also point out that this type of______ rarely occurs in the Omega 2000. Please contact us if occurs in the Omega 2000. Please contact us if

any any ____ situation ______. ______, may we say that ____ situation ______. ______, may we say that this was an ______ mistake and _______ to ______ this was an ______ mistake and _______ to ______ again.again.

Main TitleMain Title

““THANK YOU” THANK YOU” LETTERSLETTERS

September 8, 2014September 8, 2014

  

PET CENTAR d.o.o.PET CENTAR d.o.o.

1v Bulevar Milutina Milankovica1v Bulevar Milutina Milankovica

11070 Belgrade11070 Belgrade

Dear Ms AvramovicDear Ms Avramovic

  

Thank you very much for taking time out of your busy schedule to meet with me yesterday Thank you very much for taking time out of your busy schedule to meet with me yesterday

afternoon. The meeting was a pleasant and professional experience. I learned a great deal about your afternoon. The meeting was a pleasant and professional experience. I learned a great deal about your

customers’ needs and I hope that both of our companies can benefit from a mutual and rewarding customers’ needs and I hope that both of our companies can benefit from a mutual and rewarding

relationship.relationship.

I especially appreciate your offer to allow me to advertise my services in your stores and on I especially appreciate your offer to allow me to advertise my services in your stores and on

your website, and to add my company to the list of recommended pet-friendly businesses in your weekly your website, and to add my company to the list of recommended pet-friendly businesses in your weekly

newsletter. Furthermore, I plan on following up with the contacts you provided immediately, and to use newsletter. Furthermore, I plan on following up with the contacts you provided immediately, and to use

the online networking resources you recommended to further expand my list of clients. Your professional the online networking resources you recommended to further expand my list of clients. Your professional

insight during this sensitive stage of my company’s development is greatly valued. Having someone with insight during this sensitive stage of my company’s development is greatly valued. Having someone with

your knowledge and experience to consult with has made me feel much more confident in these your knowledge and experience to consult with has made me feel much more confident in these

economically unsteady times.economically unsteady times.

I will do my very best to ensure a quality service to all your client and justify your I will do my very best to ensure a quality service to all your client and justify your confidence confidence

and professional support.and professional support.

  

Yours sincerelyYours sincerely

  

Vladimir Milenkovic (Mr), President of MPGVladimir Milenkovic (Mr), President of MPG

What to say:What to say:

►Mention in details what you are Mention in details what you are grateful for grateful for

►Elaborate (what, why, how)Elaborate (what, why, how)►Close with a promise to either see the Close with a promise to either see the

person soon or by sending greetings to person soon or by sending greetings to the members of the family or close the members of the family or close associates associates

What not to say:What not to say:

►Avoid general introductory sentences Avoid general introductory sentences ►Do not ask about the gift or the way Do not ask about the gift or the way

the favour has been done the favour has been done

Some useful phrases and Some useful phrases and sentencessentences::

► Again, thank you for your book.Again, thank you for your book.► How sweet/kind/dear/thoughtful of you to How sweet/kind/dear/thoughtful of you to

remember us/think of me.remember us/think of me.► I am deeply appreciative of your kind support in I am deeply appreciative of your kind support in

this regard. Many thanks.this regard. Many thanks.► I hope I can reciprocate/do something as nice I hope I can reciprocate/do something as nice

for you some day.for you some day.► I would like to thank one of your salesclerks for I would like to thank one of your salesclerks for

being helpful, tactful, and speedy – all at the being helpful, tactful, and speedy – all at the same time.same time.

► It was extremely kind of you to let me know It was extremely kind of you to let me know about the job opening – I’ll keep you posted.about the job opening – I’ll keep you posted.

► On behalf of my family I would like to thank you On behalf of my family I would like to thank you for your kind expression of sympathy.for your kind expression of sympathy.

► On behalf of the directors, staff, and On behalf of the directors, staff, and employees, I want to thank you for the employees, I want to thank you for the splendid job you did arranging …splendid job you did arranging …

► Please convey our thanks and admiration to Please convey our thanks and admiration to the entire staff.the entire staff.

► Thank you for agreeing to write a letter of Thank you for agreeing to write a letter of recommendation for me…recommendation for me…

► Thank you for all the assistance, information, Thank you for all the assistance, information, and encouragement you offered us when …and encouragement you offered us when …

► Thank you very much for your contribution Thank you very much for your contribution of …of …

► We are still talking about the wonderful We are still talking about the wonderful weekend we spent with you – thank you, weekend we spent with you – thank you, thank you!thank you!

AssignmentAssignment

Read the letter and answer the Read the letter and answer the

following questions:following questions:

•Type of a letter: ____________________ (1 point)•Business letter format:______________(2 points)•Insert a DATE in the appropriate place. (1 point)•Insert an appropriate SALUTATION. (1 point)•Fill in the blanks with a number of an appropriate word: (5 points)

anytime [1], references [2], BSc [3], programmer [4], on [5], consideration [6], in [7], technologies [8], as [9], key [10]

Peter JonesPeter Jones

19 North Street19 North Street

NY, USANY, USA

  

William AdamsWilliam Adams

Times UnionTimes Union

24 South Boulevard, Chicago24 South Boulevard, Chicago

USAUSA

  

I am writing to apply for the [ ] position advertised in the I am writing to apply for the [ ] position advertised in the Times UnionTimes Union. [ ] . [ ]

requested, I am enclosing a completed job application, my certification, my requested, I am enclosing a completed job application, my certification, my

resume and three [ ]. resume and three [ ].

I believe that my strong technical experience and education are my [ ] strengths I believe that my strong technical experience and education are my [ ] strengths that that

will make me a very competitive candidate for this position. With a [ ] degree in will make me a very competitive candidate for this position. With a [ ] degree in

Computer Programming, I have a full understanding of the life cycle of a software Computer Programming, I have a full understanding of the life cycle of a software

development project. I also have experience [ ] learning and being better at new [ development project. I also have experience [ ] learning and being better at new [ ]. ].

Please see my resume for additional information [ ] my experience. Please see my resume for additional information [ ] my experience.

I can be reached [ ] via email at john.donaldson@emailexample.com or my cell I can be reached [ ] via email at john.donaldson@emailexample.com or my cell

phone, 909-555-5555. Thank you for your time and [ ]. phone, 909-555-5555. Thank you for your time and [ ].

Yours sincerely,Yours sincerely,

Peter Jones, engineerPeter Jones, engineer