Complaint Letter to Restaurant Manager

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 who you are, the restaurant and the date of your visit, and say clearly that you are writing to complain.
2. Bullet 1: describe when you visited and what went wrong, with specific details such as the wait for food or the state of the table.
3. Bullet 2: explain how the problem affected your evening, such as spoiling a celebration or leaving you unable to enjoy the meal.
4. Bullet 3: state exactly what you would like the manager to do, such as a refund, an apology or a review of staff training.
5. Closing: thank the manager for considering the letter, say you look forward to a reply, and sign off with the correct salutation.

Points to cover

• Visit details: the date, the time of the booking and the table number, which make the complaint specific and credible.
• Problem details: a long wait before the starter arrived, a dish that was cold or a bill that included something you did not order.
• Effect on you: the meal was supposed to celebrate a birthday or anniversary, and the disappointment outweighed the money spent.
• Requests: a partial refund, a written apology, or assurance that the kitchen would check the dish before it is served.
• Tone point: a firm but polite complaint with facts, rather than an angry description of the staff.

Useful vocabulary

• I am writing to express my dissatisfaction: I am writing to express my dissatisfaction with my recent visit on 12 May.
• to fall short of: The service fell short of the standard I had been led to expect.
• I would be grateful if you could: I would be grateful if you could look into the matter and respond within ten days.
• to be served cold: The main course was served cold and had clearly been left to stand.
• to request a refund: I request a refund of the cost of the meal.
• I trust that: I trust that the kitchen will take steps to prevent a repeat of this problem.
• to be left waiting: We were left waiting for almost an hour without an explanation.
• I look forward to hearing from you: I look forward to hearing from you.
• Yours faithfully / Yours sincerely: Use Yours faithfully with Dear Sir or Madam, and Yours sincerely with a named manager.
• to take the matter seriously: I hope you will take the matter seriously given the cost to my evening.

Common mistakes

• Using 'Yours faithfully' with a named manager, or 'Yours sincerely' with 'Dear Sir or Madam'.
• Writing an angry or insulting tone, which weakens the complaint rather than strengthening it.
• Forgetting to say clearly what the writer wants the manager to do, which is one of the three required points.
• Writing general complaints such as 'the food was bad' without the specific details that make the letter credible.

Examiner tip: Use the three bullet points as three paragraphs in the same order, so the examiner can see each requirement met. Keep the tone firm and polite throughout.