1. Business Correspondence 2
Letter of complaint
Letter of apology
Source A. Littlejohn: Company-to-Company

2. Letter of complaint Making a mild complaint
Structure:
Dear ...
Say why you are writing
State the reason for complaining (giving bad news)
Ask for action
(Closing)
Yours ...

3. Say why you are writing I am writing to complain about …
I am writing to express my dissatisfaction with …

4. State the reason for complaining
Giving bad news
Unfortunately, ...
I am afraid, ...
We are sorry to tell you...
We regret to inform you...

5. Requesting some action
Could you please … as soon as possible/ immediately/ without delay?
Please could you …
We would be grateful if you could …
We would appreciate it if you could …

6. Letter of complaint Making a mild complaint
Make a mild complaint:
A company has sent you a bill for the wrong goods.
Say what is wrong (give the bad news)
Request action
Unfortunately, you sent us a bill for the wrong goods. Please could you send us the correct bill as soon as possible?

7. Make mild complaints
Your new photocopier has broken down five times in the last week.
Your two temporary secretaries do not speak English. Write to the agency who sent them to you and ask them for replacements.

8. Making a mild complaint
We are sorry to tell you that the photocopier that you sold us has broken down again. We would appreciate it if you could come and repair it without delay.
Unfortunately, the secretaries you sent us do not speak English. We would be grateful if you could send us two new secretaries as soon as possible.

9. A letter of mild complaint: fill in the blanks
Dear Mr Onaka
Invoice no. 5654AH
_______________ the above invoice for an MX3 photocopier.
We received this machine yesterday. __________, it is not the model we ordered. It is much more expensive. ____________________send us the correct photocopier and arrange for collection of the one you sent in error.
___________________________
________________
Steve Label

10. Dear Mr Onaka
Invoice no. 5654AH
I am writing in connection with/ I am writing to complain about the above invoice for an MX3 photocopier.
We received this machine yesterday. Unfortunately, it is not the model we ordered. It is much more expensive. We would be grateful if you could send us the correct photocopier and arrange for collection of the one you sent in error.
I look forward to hearing from you.
Yours sincerely
Steve Label

11. Making a strong complaint: structure Match up the right side with the left
Unless we hear from you within seven days, we will take legal action.
It is now over 6 months since we placed this order and we are still waiting for the cabinets.
We must insist, therefore, that you deliver them immediately.
I am writing in connection with the above order for filing cabinets.
I should also like to point out that we already paid for the cabinets.
Say why you are writing
Say what is wrong
Give further reasons
Demand action
Give a warning (if necessary) 11

12. Making a strong complaint: structure Solution
D. I am writing in connection with the above order for filing cabinets. B. It is now over 6 months since we placed this order and we are still waiting for the cabinets. E. I should also like to point out that we already paid for the cabinets. C. We must insist, therefore, that you deliver them immediately. A. Unless we hear from you within seven days, we will take legal action.
Say why you are writing
Say what is wrong
Give further reasons
Demand action
Give a warning (if necessary)

13. A strong complaint: put the sentences in order
I must insist, therefore that you take immediate action to improve the quality of your services.
Dear Sir or Madam
I hope it is not necessary to remind you that this is the second time I have complained about your employees.
I am writing in connection with your contract to clean our offices.
Yours faithfully
Twice this week, I have found your workers asleep when they should be working.
H. Wilson

14. A strong complaint: Solution
Dear Sir or Madam
I am writing in connection with your contract to clean our offices.
Twice this week, I have found your workers asleep when they should be working.
I hope it is not necessary to remind you that this is the second time I have complained about your employees.
I must insist, therefore that you take immediate action to improve the quality of your services.
Yours faithfully
H. Wilson

15. Apologising: the structure
Dear…
Acknowledge the receipt of the original letter of complaint
Apologise
Give a reason for the problem
Say what you are doing to correct the mistake
Apologise once again
Yours …
Signature
Name (position)

16. Acknowledge the receipt of the original letter of complaint
Thank you for your letter of 15 May asking if…/enquiring about…
We have received your letter of 15 May concerning…/regarding…
With reference to …
With regard to…

17. Apologies (1st) Remember: apologies (N, pl.) <-> apologise (V)
First apology
We are sorry for the delay in replying…
I would like to apologise for the delay/ inconvenience…
We must apologise for…
We are extremely sorry for…

18. Apologies (2nd) We hope this has not caused you any inconvenience.
Please accept our apologies once again.
With apologies once again.

19. Giving a reason Phrase + Noun This is as a result of + Noun
This is owing to + Noun
This is due to + Noun
This is because of + Noun
Phrase + Verb
This is as a result of the fact that + Verb
This is owing to the fact that + Verb
This is due to the fact that + Verb
This is because of the fact that + Verb

20. Give a reason in this situation:
decrease of all salaries by 10% - fall in sales
We are forced to decrease all salaries by 10%. This is as a result of a fall in sales.

21. Giving a reason Delay the delivery of goods – strike by airline pilots
Cannot deliver your new order – we have not received your payment for the last order
Cancel the meeting today – a lot of the staff have been ill

22. Solutions
We have been forced to delay the delivery of goods. This is due to a strike by airline pilots.
We are unable to deliver your new order. This is due to the fact that we have not received your payment for the last order.
We had to cancel today’s meeting. This is owing to the fact that a lot of the staff have been ill.

23. Write a letter of apology
Mr. David Hawkins has sent you an on 15 May, complaining that his company has not received the payment for the new cabinets that you have ordered. Apologise to him and explain that you have sent the payment to the wrong account. Promise to send them the check today.

24. Dear Mr Hawkins
Order 285
Thank you for your dated 15 May.
We are extremely sorry that you have not received our payment before now.
Unfortunately, we sent the payment to the wrong account two months ago.
I have arranged for a cheque to be sent to you today.
With apologies once again.
Yours sincerely
Peter Townsend
Purchasing Section