2. 2 YOU'RE BEING WATCHED: A LETTER OF COMPLAINT

In what circunstances would you write a letter of complaint or make an official complaint? Have you ever done this? What happened?

When... I have a complaint! Yes, I have write an email to Longman-Pearson about a problem with registering myself in their site.

Who is the letter to?

LaGrande Travel Agency

Why is the writer complaining?

The misuse of a personal photograph on a website.

What does she want to achieve?

I request that you remove the photograph without delay.

explain what you have done so far

I have taken up this matter with a lawyer

give a time frame for action and a way of contacting you

Please contact me within one week on the date of this letter. If you need to reach me by telephone, my number is...

state the overall reason for writing, in one sentence

I am writing with regard to the misuse of a personal photograph of myself and two of my friends on your website.

write a polite closing comment

Thank you for your prompt attention to this matter.

ask for specific action from the person / company you are writing to

I request that you remove the photograph without delay.

give additional detail about the reason for writing

as you have been using the photograph without my permission

Put the parts of a letter of complain into a possible order. 1

c) state the overall reason for writing, in one sentence

Put the parts of a letter of complain into a possible order. 2.

f) give additional detail about the reason for writing

Put the parts of a letter of complain into a possible order. 3.

a) explain what you have done so far

Put the parts of a letter of complain into a possible order. 4

e) ask for a specific action from the person / company you are writing to

Put the parts of a letter of complain into a possible order. 5.

b) give a time frame for action and a way of contacting you

Put the parts of a letter of complain into a possible order. 6.

d) write a polite closing comment

Check your ideas with the order in the letter above

1, 2, 3, 4, 5, 6.

Get in touch soon to let me know that you've done something

Please contact me within one week of the date of this letter to confirm that these steps have been taken.

To put things right, I want you to...

I ask that you issue a statement of your policy regarding use of images that are not your property.

I'm writing about

I am writing with regard to the...

With best wishes

Yours faithfully

Thanks for dealing with this problem quickly.

Thank you for your prompt attention to this matter.

I've already discussed the problem

I have taken up this matter with a lawyer.

In the last four paragraphs of the letter, circle the passive verbs

might be taken, these steps have been taken

and underline the actives ones.

I have taken up this matter, who has advised me, she has also indicated, should you fail, I request, I ask, that you issue, contact me, if you need

Why does the writer choose each?

the main focus is the action and not the agent or the object.

A letter of complaint should follow "The Four Cs". It should be:

concise, clear, constructive and considerate.

Reread the letter. Does it follow the rules of "The Four Cs"?

Yes. This letter is concise, clear, constructive and considerate.

Situation 1

Your neighbours, new burglar alarm, alarm gone off three times, neighbours away, tried to talk to them, too busy

Situation 2

Recently you parked car, thought it was legal, returned, parking fine, no-parking sign behind tree. Write a letter of complain to your local council.

Read the notes below and choose one of the situations.

I choose the situation 2.

decide what you want to achieve in the letter.

Query a fine

Make notes on the content of each paragraph.

I am writing you to ask you the cancellation of the fine you send me because I have parked my car in a new payzone.

Paragraph 2

I have parked my car in the street of the marina as usual. I came out of my car and I have searched the payzone sign. I looked to the left, I looked to the right. And I didn't see any sign.

Paragraph 3

So I believed it was not yet a payzone as it wasn't the days before. Before you have made arrangements in that street it was legal to park there without paying any ticket.

Paragraph 4

You haven't yet finished the arrangements that justify the payment of parking in this street.

Paragraph 5

Now I always avoid parking on the front of the marina. I only have parked there that day because I thought it wasn't yet a payzone and because I only needed to stay there for ten minutes or less.

Paragraph 6

As soon as I received your fine, I went there to confirm that there wasn't any sign. Unfortunetly I saw the sign immediately. I ask somebody who told me the sign was there a week ago.