An Email of Complaints

TOEIC WRITING



AN EMAIL OF COMPLAINTS

​Sample Email

Dear Sir/Madam,

I am writing to express my dismay at the service at your Eden Hill branch on Saturday 14 January.

I collected prescriptions from the pharmacy on behalf of my grandmother. I was served quickly although there was only one pharmacist on duty. However, as I was leaving I saw that I had been given the wrong medicine. This is ten times stronger than the prescription called for.

If I hadn’t noticed the difference between the prescription and the actual tablets, my grandmother could have taken a dangerous overdose. I would be worried about getting any future prescriptions at Eden Hill.

The pharmacist apologised and corrected the mistake but I wanted to bring it to your attention. I think it happened because there were not enough staff on duty. In my opinion, there should be a minimum of two pharmacists at all times so all prescriptions can be checked.

I hope you can take steps to make sure this mistake does not happen again.

Yours faithfully,

Roger Bingham

Multiple Choice

What does 'dismay' mean?

• a shop that sells medicine

• a strong feeling of disappointment or worry

Multiple Choice

What does 'prescription' mean?

• a piece of paper from a doctor that says what medicine you need

• an amount of a medicine or drug that is dangerous

Multiple Choice

What does 'call for something' mean?

• to inform someone of something

• to demand or ask for something

Multiple Choice

What does 'on duty' mean?

• at work; doing work

• to take action to achieve

Multiple Choice

What does 'to bring something to someone's attention' mean?

• to take action to achieve

• to inform someone of something

Multiple Choice

What does 'an overdose' mean?

• an amount of a medicine or drug that is dangerous

• at work; doing work

Multiple Choice

What does 'to take steps to do something' mean?

• to inform someone of something

• to take action to achieve

Tips

1. Focus on the most important facts. Don’t give unnecessary background information.

2. Make sure you include:

• the reason for writing (e.g. I am writing to ...)

• what went wrong

• what you would like to happen now.

3. Complaint letters are usually written in a formal style.

4. Use passives to be less direct and more formal, e.g. I was served quickly.

5. Use Yours faithfully to sign off if you don’t know the name of the person you’re writing to.

Multiple Choice

Match the sentence with the correct part of the email.

Yours faithfully,

• greeting

• closing

Multiple Choice

Match the sentence with the correct part of the email.

I would like a refund of the difference as soon as possible.

• introducing your reason for writing

• what you’d like to happen

Multiple Choice

Match the sentence with the correct part of the email.

I am writing to express my dissatisfaction at the service I received.

• introducing your reason for writing

• what you’d like to happen

Multiple Choice

Match the sentence with the correct part of the email.

After leaving your shop today, I realised I had been charged £100 instead of £10.

• what you’d like to happen

• explain what went wrong

Multiple Select

Which sentences are used to explain what went wrong?

• When I checked the item, I found that it had been damaged.

• There seems to be a problem with the battery.

• There is an error in the bill.

• I hope you can take steps to

  make sure this does not

  happen again.

Multiple Select

Which sentences are used to say what you'd like to happen?

• The delay was unacceptable.

• I must insist on a full refund.

• I hope you can take steps to

  make sure this does not

  happen again.

• I would be grateful if you could look into the matter.

• I trust that you will replace the item.

Open Ended

Rewrite these sentences using the passive to avoid saying the pharmacist.

I realised the pharmacist had given me the wrong medicine. 

-> I realised I ……………………………… the wrong medicine.

Open Ended

Rewrite these sentences using the passive to avoid saying the pharmacist.

The pharmacist must not make this mistake again.

-> This mistake must ……………………………… again.

Open Ended

Rewrite these sentences using the passive to avoid saying the pharmacist.

The pharmacist should have checked the prescription more carefully.

-> The prescription should ……………………………… more carefully.