Complaint Letter - Defective Product

The question

How to approach this formal letter question

A formal letter goes to someone you do not know, such as a manager or a council. Use a polite, impersonal tone and cover every bullet point.

1. Open with "Dear Sir or Madam," and state your purpose in the first sentence.
2. Give one paragraph per bullet point with specific details.
3. Avoid contractions and slang; use polite requests (I would be grateful if...).
4. Close with "Yours faithfully," and your name.

How to plan this answer

Structure

1. Opening: state the date of purchase, the laptop model and online store, and say that you are writing to complain about its condition on arrival.
2. First bullet: describe two or three specific faults, such as a flickering screen, sticking keys or a battery that lasts only an hour, with the date you noticed them.
3. Second bullet: explain how the faults affect you, such as lost work time, a missed deadline or the extra cost of hiring equipment.
4. Third bullet: say clearly what you want, such as a full refund or a replacement, with a reasonable deadline for a reply.
5. Closing: keep the tone polite but firm, thank the reader for their attention and sign off formally.

Points to cover

• Specific faults: name the problems exactly, such as a screen that flickers after twenty minutes, a hinge that is loose or a battery that drains in about an hour.
• Evidence: mention the order number, the date of delivery and any photos or test results you have, so the company can check the claim.
• Impact: describe a concrete effect, such as missing an online course deadline or paying for a temporary laptop rental, to show why the problem matters.
• Previous contact: if you contacted customer service before, give the date and the reply you received, which shows you have already tried to resolve it.
• Desired outcome: ask for a full refund or a replacement of a working unit, with the cost of return postage covered by the company.
• Deadline: give a reasonable time limit for a reply, such as fourteen days, and say what you will do next if the company does not respond.

Useful vocabulary

• I am writing to complain about: I am writing to complain about the condition of a laptop I recently purchased.
• On arrival, I discovered that: On arrival, I discovered that the screen was cracked.
• to be defective: The machine was clearly defective and could not be used for work.
• This has caused considerable inconvenience: The faults have caused considerable inconvenience to my studies.
• I have been left with no alternative but to: I have been left with no alternative but to hire a temporary laptop.
• I would be grateful if you could: I would be grateful if you could arrange a replacement.
• I expect a full refund within: I expect a full refund within fourteen days of this letter.
• Please find enclosed: Please find enclosed photographs of the damaged screen.
• a replacement unit: I would accept a replacement unit that works properly.
• I look forward to your prompt response: I look forward to your prompt response to this matter.

Common mistakes

• Adding an address block or a date header, although the task says these are not needed.
• Using informal openings such as 'Hi' or contractions such as 'I'm' and 'don't', which do not suit a formal letter.
• Describing the problem vaguely, such as 'it does not work', without naming the specific faults.
• Combining the three bullet points into one paragraph, when each should be addressed clearly.
• Mismatching the greeting and sign-off, such as 'Dear Sir or Madam' followed by 'Yours sincerely'.

Examiner tip: Give each bullet its own paragraph with specific detail, and make the remedy concrete, such as a full refund within a stated time, so the purpose of the letter is unmistakable.

Model answers by band score

Written for this question to show what changes from one band to the next. Try the task yourself first, then compare.

Band levels are our estimate against the public IELTS criteria; they are not official scores.