Formal Letters: Complaints, Requests & Applications

Formal letters appear in roughly half of all GT Writing Task 1 prompts. They require a specific tone, precise vocabulary, and a structured approach. This lesson provides templates, vocabulary banks, and worked examples for the three most common formal letter types.

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General Rules for Formal Letters

Before examining specific types, here are the universal rules:

1. No contractions. Write "I am", "I would", "I have", "do not" — never "I'm", "I'd", "I've", "don't".
2. No slang or colloquialisms. Replace "a lot of" with "a considerable number of" or "numerous". Replace "get back to me" with "respond at your earliest convenience".
3. Use passive voice where appropriate. "I was informed that..." is more formal than "Someone told me that..."
4. Be direct but polite. State what you want clearly without being aggressive.
5. Use formal connectors. "Furthermore", "In addition", "Moreover", "Nevertheless", "Consequently".

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Formal Letter Template

Dear Sir or Madam, / Dear Mr/Mrs [Surname],

[Opening paragraph: state purpose]
I am writing to [purpose] regarding [topic/situation].
[Brief context: 1–2 sentences]

[Body paragraph 1: address bullet point 1]
[3–4 sentences with specific details]

[Body paragraph 2: address bullet points 2 and 3]
[3–4 sentences with specific details]

[Closing paragraph: call to action]
I would appreciate [specific request].
I look forward to your prompt response.

Yours faithfully, / Yours sincerely,
[Your name]

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Type 1: Complaint Letters

When You Write Them

• Product was defective or not as described
• Service was poor (restaurant, hotel, transport)
• You experienced unfairness or inconvenience
• A policy or decision has negatively affected you

Structure

1. Opening: State what you are complaining about and when it happened.
2. Body: Describe the problem in detail. Explain the impact on you.
3. Closing: State what action you expect (refund, replacement, apology, investigation).

Key Vocabulary

Instead of...	Use...
"It was bad"	"The standard was unacceptable"
"I'm angry"	"I am deeply dissatisfied"
"Fix it"	"I would appreciate it if this matter were resolved"
"It didn't work"	"The product malfunctioned" / "The item was defective"
"Nobody helped"	"No assistance was provided"
"It was dirty"	"The hygiene standards were inadequate"
"You messed up"	"An error appears to have been made"
"Give me my money back"	"I request a full refund"

Complaint Phrases by Section

Opening:

• "I am writing to express my dissatisfaction with the service I received at your establishment on [date]."
• "I wish to bring to your attention a serious issue regarding [product/service]."
• "I am writing to register a formal complaint about [topic]."

Describing the problem:

• "Upon arrival, I discovered that..."
• "Despite being assured that [X], in reality [Y]."
• "The [item/service] fell far short of the standard advertised."
• "I was particularly disappointed by..."
• "To make matters worse, ..."

Stating the impact:

• "As a result of this, I was unable to..."
• "This caused considerable inconvenience, as..."
• "The experience was not only disappointing but also costly, since..."

Requesting action:

• "I would be grateful if you could provide a full refund."
• "I expect this matter to be investigated and resolved within [timeframe]."
• "I trust that you will take the appropriate steps to ensure this does not recur."
• "I would appreciate a written apology and compensation for the inconvenience."

Worked Example: Complaint

Prompt: You recently bought a new laptop online but it arrived damaged. Write a letter to the company. In your letter:

• describe the problem
• explain how this has affected you
• say what you would like the company to do

Dear Sir or Madam,

I am writing to express my dissatisfaction with a laptop I
purchased from your online store on 15 March. The order
number is #A4728.

When the package arrived on 18 March, I discovered that the
screen was cracked and there were visible dents on the casing.
The laptop powers on but the display is unusable due to the
damage. It is clear that the item was either packed inadequately
or mishandled during transit.

This has caused me significant inconvenience, as I purchased
the laptop specifically for a work project with a deadline of
25 March. I have been forced to borrow a colleague's device
in the interim, which is far from ideal.

I would be grateful if you could arrange for a replacement
to be dispatched immediately, or alternatively provide a full
refund. I trust that this matter will be resolved promptly.

Yours faithfully,
Jane Mitchell

Word count: 152 — meets the minimum while being concise and complete.

Band 7+ Tip: Notice the balance: specific details (date, order number, nature of damage) combined with formal vocabulary ("dissatisfaction", "inadequately", "in the interim"). This specificity is what separates Band 7 from Band 6.

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Type 2: Request Letters

When You Write Them