Writing a letter of complaint

iDevice ikoon Letter of complaint: stages


How to write a letter of complaint? What are the stages of it?

Read the following to find out its stages. 


iDevice ikoon An example of a letter of complaint and a response


Have you ever visited the IKEA? It's great place for buying furniture. But something wrong had happened with Mr Oscar Muru. He wrote the letter of complaint and IKEA replied.


Read and translate the letters.






Post-reading activity: comprehension questions.

Click here to read them.

iDevice ikoon Perfashion shop: Writing a response

You are working as an Executives Manager in the shop PERFASHION. You have just received this letter of complaint and have to answer it.



























iDevide ikoon Complaint e-mail


Read the paragraph below and fill in the missing words.


package garment parcel complaint making ordered paid carefully rectify


A few weeks ago, I a pink silk blouse for my school-leaving party. I placed my order online, through a reputable website. When my parcel arrived this morning, I was very happy. When I opened the and looked at the clothes and the tags, I realized that this was not what I had ordered. I had ordered a pink silk blouse but I received a navy woolen sweater instead. I was upset because Thompson and Morgan got my order wrong! I suppose I could just keep the sweater. It would save all the effort of contacting the company, a , taking the to the post office etc. Then I thought to myself “This is not what I ordered. I for a pink silk blouse. The company made a mistake.” I decided to contact the website to make my complaint . I don’t want a refund. I want Thompson and Morgan to my order!


Discuss the questions in bold with your partner.


  1. What would you do if this happened to you?
  2. Would you keep the item, even though it is not what you ordered?
  3. Or would you send it back?
  4. Would you demand a refund?

Click here to find out the correct answers.

iDevice ikoon Sample of a Letter of complaint

Before I write my email, I need to organise my thoughts. Important information for my email:

1. The date when I placed the order
2. The name and variety of the tree
3. The price of the tree
4. Method of payment
5. Wrong item sent


I request that you…..
I demand that you ….

My Email:


Write own Letter of complaint about a burnt vacuum cleaner. You bought it 4 months ago.