IELTS GT Writing Task 1: Complaint Regarding New Workplace System

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, your job role and the purpose of the letter, which is to report problems with the new computer system.
2. Body paragraph 1: describe the specific problems with the system, such as frequent crashes, slow logins or missing data.
3. Body paragraph 2: explain how the problems affect your work and the team, including the effect on efficiency and morale.
4. Body paragraph 3: say what you have already done, such as reporting faults or asking for training, so the manager sees you have tried to resolve the issue.
5. Body paragraph 4: request specific action, such as a review of the system, training sessions or a timeline for fixes, then close with thanks and the correct sign-off.

Points to cover

• Specific problems: data that fails to save, a reporting function that produces incorrect totals or a login that takes several attempts.
• Effect on work: tasks that took minutes now take an hour, causing missed deadlines and extra overtime for the team.
• Effect on morale: colleagues feel frustrated and some have started to avoid the system, which causes further errors.
• Steps already taken: a written report to the IT helpdesk, a list of error messages and a request for a short training session.
• Requests: a review of the system's performance, a dated plan for fixes and extra training with a named contact.

Useful vocabulary

• to be experiencing significant problems: We are experiencing significant problems with the new system.
• to have a knock-on effect on: The faults have a knock-on effect on the work of the whole department.
• to lodge a formal complaint: I am writing to lodge a formal complaint about the system's reliability.
• to impair productivity: The delays are impairing productivity across the team.
• to report a fault: I reported the fault to the IT helpdesk on 3 March but it remains unresolved.
• I would welcome the opportunity to discuss: I would welcome the opportunity to discuss possible solutions with you.
• staff morale: Continued problems are damaging staff morale.
• to arrange training: Could you arrange training sessions for staff who need support?
• Yours faithfully: Use Yours faithfully when you begin with Dear Sir or Madam.
• to resolve the issue promptly: I would be grateful if you could resolve the issue promptly.

Common mistakes

• Writing a complaint without any specific examples of what goes wrong, so the HR manager cannot act on it.
• Blaming named colleagues or the IT team in an emotional way, rather than describing the problem and its effect.
• Forgetting to mention the effect on team morale, which the prompt specifically highlights.
• Ending without a clear request for action, such as a review, training or a fixed timeline.

Examiner tip: Write each paragraph around one idea: the problem, its effect, what you have done, and the request. This keeps a formal letter clear and easy for the reader to act on.