1. Ex. not able to deliver the goods on time /a breakdown in one of the production systems
Follow the model below:
“We REGRET TO inform you that the Credit Committee decided not to grant you a loan of €300,000 you requested. This is DUE TO to the insufficient collateral you have provided.(This is DUE TO THE FACT THAT you have not provided sufficient collateral for the loan.)”

2. Assignment (letter of a bank manager to a client)
1.layout
2.salutation
3.paragraphs (beginning, ...)
4.ending
5. close
6. signature, name, position

3. Letter-writing (cc: ex.3.9, p.33)
You are the sub-manager of a bank. There has been a change in government regulations. Interest rates have increased to 12% for deposits and 14% for loans. Write a letter to
customers who have a loan from you

4. BUSINESS CORRESPONDENCE 3

5. Types of letters good news bad news requesting action
complaints (mild and strong)
apology
orders, job applications, ...

6. REQUESTING ACTION PLEASE COULD YOU...
We WOULD BE GRATEFUL IF you could ...
We WOULD APPRECIATE IT IF you could ...

7. Requesting action CC: 5.2., p.50
Please / arrange / for ten o’clock / could / an appointmnet / you
we / send / asap / would / if you / the goods / be grateful / could

8. COMPLAINTS complain (v.) complaint (n.)
A MILD COMPLAINT– 3 paragraphs
Referring (...) + complaint – (pg.1)
... UNFORTUNATELY, the invoice you sent us is higher than we agreed.
.. I AM AFRAID that the invoice you sent me…
 .... It SEEMS to me that…
.... It APPEARS that …

9. Complaints (continued)
Reminder / making a point (pg.2)
I should like to remind you that…
I would like to draw your attention to (the fact that)…
I would like to point out that …
 Requesting action (pg.3)
We would be grateful if you correct the invoiced amount so as to keep to our agreement.

10. Strong complaint (CC: p.42)
1. referring 2. reminding
3. requesting action 4. warning
(threat) ↓
Unless ...
a company that has not paid your bill
an employee who always comes late for work

11. APOLOGISING We APOLOGISE FOR losing your order.
apologise (v.), apology (n.sg.),apologies (n.pl.)
We APOLOGISE FOR losing your order.
We are EXTREMELY SORRY FOR losing  your order.
(We are extremely sorry that we have lost your order.)

12. Apologies (ending) With apologies once again.
Please accept our apologies once again.
We hope that this has not caused you any inconvenience.

13. Apologising – write a reply
“...Payment on the above order is now overdue...” (letter of 3 April 2008)

14. Letter-writing (cc: ex.3.9, p.33)
You are the sub-manager of a bank. There has been a change in government regulations. Interest rates have increased to 12% for deposits and 14% for loans. Write a letter to:
customers who have deposit accounts with you
customers who have a loan from you