How to Write a Letter of Complaint

How to Write a Letter of Complaint

Learn how to WRITE and REPLY to complaints in clear, natural English.

Why Complaint Letters Matter

Sometimes we make complaints and sometimes we have to deal with them. Whether it’s for work, customer service, or everyday problems, knowing how to write a clear and polite complaint letter is extremely useful.

In this lesson, we’ll look at the structure of a complaint letter, useful phrases, and how to write a natural-sounding reply when your company receives a complaint.

Structure of a Complaint Letter

1. Greeting – Dear…

2. Reason for Writing

  • I am writing to you regarding…
  • I am contacting you about…
  • I would like to bring your attention to…

3. Something Positive

  • Firstly, let me say I am a fan of…
  • I am a regular / loyal customer of yours…
  • I have used your … many times…

4. The Problem (with details)

  • That said…
  • However…
  • Unfortunately, I have…
  • Having said that, I…

5. What You Think Should Be Done

  • In my opinion, I think…
  • I think it is only fair…
  • I think, as this has happened, you should…

6. Signing Off

  • I look forward to hearing from you…
  • I would appreciate a fast response…
  • Yours faithfully / Yours sincerely

Note: use Yours faithfully when you don’t know the person’s name.

How to Reply to a Complaint

1. Greeting

Dear…

2. Thank Them for Contacting You

  • Thank you for your recent email/letter/phone call.
  • We really appreciate you getting in contact.
  • Thank you for your feedback.

3. Apologise

  • I am awfully sorry about…
  • It is unacceptable that you…

4. Answer Questions + Explain What You’re Doing

  • We are going to…
  • We will … right away.

5. Offer a Solution

  • We would like to offer you…
  • In the meantime…
  • To apologise, we would like to…

6. Signing Off

  • I look forward to hearing from you.
  • I hope this meets your expectations.
  • Yours sincerely.

Practice: Complete the Phrases

Fill in the missing words using phrases from the lesson.

  1. I am ______ to you regarding the service I received last week.
  2. I am a loyal customer; ______, I was disappointed with my last visit.
  3. In my opinion, I think it is only ______ that you offer a replacement.
  4. Thank you for your email. We really ______ your feedback.
  5. We are awfully ______ about the inconvenience caused.
Show Answers

1) writing
2) however / that said
3) fair
4) appreciate
5) sorry

Discussion Questions

  • Have you ever written a complaint letter? What happened?
  • Do you think companies usually handle complaints well?
  • What makes a complaint letter effective?
  • Have you ever received a complaint at work?
  • Do you prefer to complain in person, by email, or by phone?