Making a complaint Week 26

Open Ended

What is your intent for this lesson?

Poll

How do you prefer to learn?

• Digital

• Discussion

• Work sheet

• Practical

Open Ended

How will this impact you?

Open Ended

Which BTC Advantage is most relevant to this learning theme?

name and
address of
the person

you are

writing to

your

address

date

title and the
name of the
person you
are writing
to preceded

by dear

first

paragraph
reason for

writing

in second
paragraph

provide

further details

about your
reason for

writing.

A formal letter
should contain

correct grammar,
punctuation and

spelling.

leave a
space

between

paragraphs

in the final
paragraph
state what
you want.

end the letter
with a closing

sentence

It should be

presented well

and have

paragraphs.

name

Include your name and contact details.

Include a reference to your order or an account number.

Dear Sir/Madam,

Explain why you are writing. What happened? Include details like the date and
place.

visit twinkl.com

Page 1 of 2

Writing a Complaint

There are other situations where you might not be able to make a
complaint in person and instead, it is more appropriate to make a
complaint in writing.

How many can you think of?

Writing a Complaint

There are other situations where you might not be able to make a
complaint in person.

You could write a letter of complaint if:

a parcel has arrived
damaged;

he contents of a parcel is
incorrect;

your payslip is incorrect and you haven’t been paid
enough;

a bill is incorrect and you are being charged too
much;

you are unhappy about the quality of something you have
purchased;

an employee was rude to
you.

Information to Include in Your

Letter

Avoid writing an angry, sarcastic or threatening letter. The person

reading it probably didn’t cause the problem but may be very helpful in

resolving it.

Include your name and contact
details.

Include a reference to your order or an account number.

Include details like the date and place of
purchase.

Explain the problem and how you would
like it resolved. This could include a repair,
a refund or a replacement.

If you are sending any
documents (e.g. receipts),
make sure to take copies
first and include in your
letter, some details of any
documents you are sending.

Information on how to reach you.

Example
Letter

25 Brook Street

London

SE21 8TH
21/09/22

Account no:

2439031

Dear Sir/Madam,

On 18/09/22, I placed order N891310 through your website, which arrived on the
20/09/22. Unfortunately, three items that were sent are in the wrong size.

To resolve the problem, I would like the correct items sent and advice on how to return
the incorrect items.

The items I originally ordered and would like resent are:
•Black jeans (J341) in a size L

•Green hoodie (H121) in a size L

•Blue t-shirt (T981) in a size M

I look forward to your reply and a resolution to my problem. Please contact me at the
above address or by phone at 07788 211982.

Sincerely,
Mrs Smith

Scenario One

You have ordered some clothes online
and when you receive your parcel, you
notice that a few of the items are the

wrong size.

What do you do?

Task

Using the scenario on the card, write a letter of complaint.

Century Nuggets

​EC3.12
EC3.10
EC3.05