LETTER WRITING

Different ways of sending message

• Talking.
• Native Americans used smoke
signals, drum beats, and torches
in key positions.
• Tap codes.
• Telegraph communication and Morse
Code.
• Body language.
• A runner.
• Cave paintings.
• Telephone through wired connections
• Written letters.
• Letters have been sent since antiquity and
are mentioned in the Iliad.
• Historically letters were the only reliable
means o communication between two
persons at different location.
• The main purposes of letters were to send
information, news and greetings.
 What is letter?
• written message
• Two parties
• a medium.
• A letter is a suitable arrangement of words
set forth to express the intended meaning
of its sender. Or in other words, a letter is
a discourse composed of coherent yet
distinct parts signifying fully the sentiments
of its sender.
 Two categories of letters
• Business Letters:
A letter written in formal language, usually used
when writing from one business organization to
another, or for correspondence between such
organizations and their customers, clients and
other external parties.
• Most of the communication in a business
organisation is done through writing.
• Business letters, reports, office
memoranda form the core of any
business.
• The aim in all business writing is to
communicate a message clearly and
unambiguously rather than to provide
aesthetic pleasure.
• The writer does not aim at impressing the
reader through a display of his command
over the language or create a thing of
beauty that people would cherish for
generations.
• It is simply to get things done in a manner
which increases productivity and improves
the quality of the products and thus earns
higher profits for the organisation.
• Personal Letters:
• A type of letter (or informal composition)
that usually concerns personal matters,
rather than professional concerns and is
sent from one individual to another.
 Basic principles of letter writing

Clarity
Conciseness
Completeness
correctness
Candidness
Courtesy
 Clarity
• Clarity of thought
• Clarity of expression
 Familiar vocabulary
Short and simple sentences
Instead of saying
• We are going to launch a new model of our air conditioner
which will not only be less costly but also be more effective as well
as economical as it will consume less power and achieve higher
cooling in less time because of the new technology that we have
used in making it.
We can say
• We are going to launch a new model of our air conditioner. It will
cost less than the old model. We have used new technology to
make it. It will make it more effective. It will achieve greater cooling
in less time. It will consume less power. So, it will also be
economical.
 Active rather than passive voice
Use one word instead of many if possible
Avoid jargon
Avoid ambiguity
Use concrete language
 Conciseness
• Keep your message as brief as possible.
• Do not use long introductions.
• Be relevant.

But be careful that conciseness is not at the

cost of clarity.
 Completeness
• your communication should be complete in
all respects.
• It should include all the required
information. An incomplete message can
do more harm than good.
• Incomplete information can lead to wrong
decisions and thus result in loss to the
organisation.
 To make your information complete, make sure
that you have answered the six necessary
questions – who, what, when, where, why and
how.
 Correctness
• Be careful that the information that you are
giving is correct and reliable in all
respects.
• If you are doubtful about the information
being given, verify it before you give it.
• If you do not have the required
information, you had better ask for time to
get it instead of giving wrong information.
Incorrect information within the organisation
can result in wrong decisions and losses to
the organisation. It also ruins your personal
credibility.
 Courtesy
• Courtesy is another important requirement
of business writing.
• Do not keep the other fellow waiting for
days as the information sought by him
may be crucial and a delay may result in
losses.
• Make use of the markers of politeness like
please, kindly, pray etc. They cost nothing
but the returns they bring are very high.
• If you happen to make any mistake, apologies
as soon as you realize it and assure the fellow
that you did not mean to do so.
• If anybody does you a favor, do not forget to
express your sense of gratitude. Thank them
liberally.
• Do not use language that may hurt the self-
respect of the receiver. Avoid using humiliating
words like ignorant, stupid, inconsiderate etc.
 Consideration
• In all business writing, you must show the
receiver that you have a great regard for
him and his interests.
• Adopt the ‘you attitude’ :It means giving
preference to the pronoun ‘you’ over ‘I’ or
‘we’ and use it as much as you can.
• avoid gender bias. If you use the
traditionally male oriented language, it
may hurt the self-respect of the person
you are communicating with if the person
happens to be a female.
Wherever possible, try to use gender neutral
terms like chairperson instead of chairman. If
that is not possible, you can use a slash and
make use of both the terms, male and female
 Why are business letters written ?
There are many reasons why we may need to write business letters :

>> to persuade >> to apologize

>> to congratulate >> to reject a proposal or offer
>> to introduce a policy >> to invite or welcome
>> to inform >> to request
>> to express thanks >> to remind
>> To inquire
 Why are business letters written ?
There are many reasons why we may need to write business letters :

>> to persuade >> to apologize

>> to congratulate >> to reject a proposal or offer
>> to introduce a policy >> to invite or welcome
>> to inform >> to request
>> to express thanks >> to remind
>> To inquire
 Writing Effective Letter
• Consider the following points to write effective
Business letter:
─ In the correct format
─ Short and to the point
─ Free of any grammatical or spelling mistakes
─ Well presented
o Consider 7Cs of communication:
—Clear
—Concise
—Correct
—Courteous
—Conversational
—Convincing
—complete
 General Parts of every Business
Letter
• Letterhead
 Company’s name
 Address
 Telephone
• Writer’s address (sender’s address)
• Date
• Inside Address (recipient’s address)
• Subject (Optional)
• Salutation (greeting)
• Body (paragraphs)
• Complimentary Close
• Signature Line (with or without title)
 The Letter Head / The
sender’s Address
• Includes the company’s logo / symbol / name, address,
ZIP, telephone number, fax number, email address and
website of the company.

• Printed at the top center(modified block style)/left or the

right side.(blocked style).

• Writer’s address: Number of the house, block, the name

of alley, street, avenue, boulevard, city, province, country,
zip code.
• SENDER’S ADDRESS: It is usually given in the
letter head, but if there is none, the Sender’s
Name, Address and Contact details can be
typed.
 Date
Date consists of the date, name of the month and the year.
If the letter sheet includes a letterhead, type the date from 2 to
3 lines under the letterhead, else type it under the return
address.
 2-4 Spaces below letterhead
Never send a letter without a date.
The date is written in two styles.
1. The British Method (ordinal numbers) : 4th July, 2012
2. The American Method (cardinal numbers) : July 4, 2012

Never write like 7-2-12 or 7/2/12 because it shows that the

writer is careless or in a great hurry.
 The Inside Address
• The inside address is the recipient’s address.
• Includes the name and address of the firm or the
individual to whom the letter is written.
• Written on the left side, beside the margin, two spaces
below the date- line.
• Use Courtesy titles before names of the receiver such
as Mr., Mrs., Miss, Dr, Prof, etc.
• The address can also begin with a job title or a
department (if you don’t know the name).
e.g. : The Sales Manager, The Accounts Department
etc.
 2-4 Spaces below Date
 Subject
• Subject is used so that the reader immediately
knows what your letter is about.
• Use this format “Subject: Capital” .
• Subject usually comes between Inside Address and
Salutation.
 2 Spaces below Inside address
• The subject should be short and direct,
and it should tell the person to whom you
are writing the letter what the letter is
about.
• If you have a reference number—such as
a claim number, case number or reference
number—you should include it on this line.
• The subject does not have to be written as a
complete sentence. Often, the subject starts with
"RE:" to show that you are writing in response to
a previous conversation or request.
• For example, a subject line might read "RE:
Claim Number 129523 - Filing Documents and
Policy Information." This allows the reader to find
your claim and lets them know what to expect in
the rest of the business letter.
Parts
of an
email
 Salutation
• Always open your email with a greeting. For formal or business
e-mails, use the surname, not the first name:
• Written beside the left hand margin, two spaces below the Inside
address and two lines above the body of the letter.
• It is followed by a comma (,) or a colon (:).
• Salutation depends on the gender, type or the social status of the
person addressed.

Ex: Dear Sir, Dear Sales Manager,

Dear Madam, Dear Customer,
Dear Ladies and Gentlemen,
Dear Mr. John, Dear Vice President,
Respected Sir,
• If you’re contacting a company, not an individual, you may write
• To Whom It May Concern:
• Gentlemen :
 If you don't know the person's
name
• Dear Sir / Dear Sirs: male addressee
(esp. in British English)
• Gentlemen: male addressee (esp. in
American English)
• Dear Madam: female addressee (esp.
in British English)
• Ladies: female addressee (esp. in
American English)
• Dear Sir or Madam: gender unknown
(esp. in British English)
 Letter Mechanics

1. Pronoun (Point of View)

• The use of personal pronouns is important in letters .
. . I, he, she, it, we, they, you

• In a letter, do not refer to yourself in the third person

by using “the writer”.

• It is perfectly natural and appropriate to refer to

yourself as I and to the reader as you.
 Letter Mechanics

2. Focus and Specificity

• Write concise and purposeful letter
• Do not write confused, overlong or pointless letter
• Do not be rude.
• Do not try to impress with your writing.
like: Please, very very very thank you
 Body
• Begins two spaces below the salutation.
• Contains the message or the information to be communicated.
• Divided normally into 3 parts:
1)Introductory paragraph
2)Middle paragraph
3)Closing paragraph
• Double space between paragraphs.
• If letter exceeds one page, repeat the recipient's name, date,
reference/subject line and put page number.
• Continue your letter three lines below the heading.
  Opening sentence
• State your purpose in the opening sentence.
• Don’t write a long introduction,
• Don’t tell a story.
• Skip the niceties.
 People just want to know what you want, so state
that in the first sentence.
• E.g:
I am writing to enquire about ………..……..……..
I am writing in reference to ……………………..
 I am an avid fan of your quill pens. However, I have
recently been disappointed by their quality.
 Opening sentence or reason for
writing:
• I am interested /wish / to learn more about………….
• I would like to get a description of……………
• I wish to draw your attention to……….…
• I wish to complain about……………….…
• I am really dissatisfied with……………..
 I am e-mailing you to request if you have
finished ………………
 Further to our telephone discussion today,
…………………
 Further to your letter/ mail…….
 We regret to inform you that ……………
 I write to inform you about……………..
 I acknowledge receipt of your letter/mail………
 Opening in reply to….
Begin with a line of thanks.
• Find any way to thank target receivers. This will put
them at ease, and it will make you appear more
courteous.
 For example, if someone asked a question, you can
begin with:
Thank you for contacting Sony Company.
If someone replied to your email, you can begin with:
 Thank you for your prompt reply.
 In reply to your advertisement ( in / (day ) ‘s paper)
 I wish to apply for admission to……..…
 I would like to apply for the post ( job ) of… which
was advertised in…………... on……………
 The Body : The Middle
Paragraph
• It is that part of the letter which contains
the message to be converged.
• In this paragraph you have to dig deeper
into your concerns and expand on the
reason for your correspondence.
• The most substantive part of your letter –
the body – will also be the most time-
consuming, so it doesn't make sense to try
to rush your message.
 The Body : The Middle
Paragraph

• Be brief but polite.

• Tell them exactly what you want in as
short an email as possible.
If your message runs longer than two or
three short paragraphs, reduce the message
or provide an attachment.
 The Body

• If you write about multiple things, with

multiple requests, it is likely that:
 your email won’t be read or acted on

 the receiver will only do one of those things

 The Body

• Don't use abbreviations or acronyms such as

PLZ, ROFLOL (rolling on the floor laughing out
loud), or WUWT (what's up with that).
Avoid exclamation points, question marks,
bold, italics, underlines, or multi-colored font.
It is considered very rude to use CAPITAL
LETTERS LIKE THIS BECAUSE IT MEANS THAT
YOU ARE SHOUTING.
 Closing paragraph
• In the business world, ending an email professionally
is just as important as perfecting the rest of the
message.
• Courtesy is always important, no matter how short
the email is.
 Thank you for your patience and cooperation.
 Thank you for your consideration.
 • Include an accurate follow-up statement:
 I will send you additional information.
 I look forward to receiving your input.
 If you have questions or concerns, do let me
know.
In case of any inquiry, please do not hesitate to
contact me/us.
Should you have any further query re registration,
please feel free to contact us at….
 I look forward to hearing from you.
 If a response is required, please specify what,
when.
 Complimentary Close
• It is written two spaces below the last line of the body.

• It is a polite way of saying “ Good bye”.

• When the expression contains two words, such

as Thank you, only the first word receives an initial
upper case letter

• A comma follows all forms of a complimentary

close.
Formal: Respectfully yours,
Sincerely ( if you know the name),
Yours faithfully ( if you do not know
the name)
Informal: Cordially yours,
Warm regards ,
Best wishes
 Your Address
Date
To who the letter is
going to.

Whom you
speaking to.
Dear Mr.

1st Paragraph

2nd and 3rd paragraph

4th Paragraph

Closing
Your name.
Carol Wolff
The Signature and designation
• Written double space below the complimentary close.

• First comes Signature (pen written). Sign your first and last
name.

• Second line - type written name.

• Third line - business title.

 Date Company letter head
Name , address already printed Letter head
Telephone & Fax

Date (Month Day, Year) Date

Mr./Mrs./Ms./Dr. Full name of recipient.
Title/Position of Recipient
Company’s name and address line Inside address
Subject: TITLE OF SUBJECT IN CAPITAL WORD
Subject
Dear Sir,

Body Paragraph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. Salutation
..............................................................
........................................
Body Paragraph 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
.............................................................. Body
.........................................
Body Paragraph 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
..............................................................
......................................... Complimentary
Closing (Sincerely...), close
Signature
Signatory’s printed name
Signatory’s position in the company Signature and
designation
 Letters format

• Full block
• Semi block
• Modified Block
FULL BLOCK STYLE
Full block style is a letter format in which
all text is justified to the left margin.
In block letter style, standard punctuation
is placed after salutations and in other
headings.
 MODIFIED BLOCK STYLE

A modified block business letter is a letter

that uses a format that is slightly different
from the full block letter.
The return address, date, complimentary
closing and the signature line are put slightly
to the right of the paper's center.
 SEMI BLOCK STYLE
This letter style places the date line in
alignment with, or slightly to the right of dead
center.
Similar to full block, semi-block places the
inside address, salutation and any end
notations flush with the left margin.
The complimentary close and signature
block are aligned under the date.
 General Letter Layouts / Styles

Full Block
Modified Block Style
Style
Semi-block Style
Letter head Full Block
Letter Format
SAMPLE

Everything flush
to left margin with
no indents.

Signature Block: Align this with the

Yours faithfully, Complimentary Close. Leave blank
lines to sign your name. Don’t forget
to sign your name exactly as you
typed it.
Specimen
3. Semi-block
Style Letter
Format
SAMPLE

Indent paragraphs 5
spaces. Everything else
is flush at the left margin.
 2. Modified
Block Style
Letter Format
SAMPLE

Paragraphs are not

indented; however,
these parts of the
letter are centered:
•Sender’s return address
•Date letter written
•Complimentary closing
•Sender’s signature/title
1. Indented
Paragraphs
 Recommendation or Reference Letters
Structure of the letters

• Body of the Letter

• First Paragraph
The first paragraph of a recommendation letter explains your
connection to the person you are recommending, including
how you know them, and why you are qualified to recommend
the person for employment or school.
• Second Paragraph
The second paragraph of a recommendation letter contains
information about the individual you are writing about,
including why they are qualified, what they can contribute, and
why you are recommending them. If necessary, use more than
one paragraph to provide details.
• Third Paragraph
When writing a letter recommending a candidate for a specific
job opening, the recommendation letter should include
information on how the person's skills match the position they
are applying for. Ask for a copy of the job posting and a copy
of the person's resume so you can target your letter
accordingly.
• Summary
This section of the recommendation letter contains a
brief summary of why you are recommending the
person. State that you "strongly recommend" the person
or you "recommend without reservation" or "has my
highest recommendation" or something similar.
• Conclusion
The concluding paragraph of your recommendation
letter contains an offer to provide more information.
Include a phone number within the paragraph, include
the phone number and email address in the return
address section of your letter, or in your signature.

Sincerely,
Recommender Name
Title
 JOB APPLICATION LETTER
•otherwise called as cover letter
•like a sales letter, it is written to sell one’s
services.
•should be drafted carefully as it is related with
one’s career.
•carries sequence of information regarding the
qualification and experience.
 Types of application letter:
Solicited letter
-an application letter that is sent to a
company that advertises its vacancies
through the media
Unsolicited letter
-an application letter that is sent to a
company although you do not know
whether there is a vacancy or not in
that company.
 GUIDELINES FOR
JOB APPLICATION LETTER

• 1ST paragraph- Why you are writing

• 2nd paragraph- What you have to offer

• 3rd paragraph- How you will follow up

 Opening Paragraph
State why you are writing,
name the position or
name of work for which
you are applying and
mention how you heard of
the opening or the
organization. 69
 Sample Opening Paragraph:
• I am writing to express my keen
interest in obtaining a Flight Attendant
position with the Jeremy Airways.
• I am interested in the Flight Attendant
position advertised in the Philippine
Daily Inquirer last August 25, 2013.
• I am applying for the Flight Attendant
position with the Jeremy Airways.
Sample Opening Paragraph:
Your Flight Attendant position, as
advertised in the Philippine Star,
caught my attention because it
involves customer service, safety
tasks, and hospitality. I have been
seeking such a great challenge and
am positive that my skills and
background would greatly complement
your requirements.
 Second Paragraph(s):
• Explain why you are interested in working
for the employer.

• Specify your reasons for desiring such type

of work.

• If you have had relevant work experience or

related education, be sure to point it out,
but do not reiterate your entire resume. 72
 Second Paragraph(s):
• Emphasize skills or abilities you have that
relate to the job for which you are applying.
• Be sure to do this in a confident manner
and remember that the reader will view
your letter of application as an example of
your writing skills.
• Simply put, WHY ARE YOU THE BEST
CANDIDATE?
• Remember, you are interpreting your
73
resume, not repeating it.
 Sample Second Paragraph

I believe I meet all the requirements

listed in your advertisement. As an X
graduate, I have great knowledge
regarding all aspects of…I have good
command of all the required software
programs, including Word, Excel, and
accounting softwares. I am proficient
in …
 Sample Second Paragraph
My major experience and achievements
to date include…

I believe my experience in the ... qualify

me for consideration. If you would like, I
can provide you with current samples of
my work.
 Final Paragraph (Call to Action):

• Indicate your desire for a personal

interview.
• You may suggest alternative
dates/times or advise of your flexibility
as to time/place, and would like to set
up an interview or say you are willing
to accommodate the company’s
schedule and request. 76
 Sample Final Paragraph

My resume is enclosed for your review. I would be

pleased to have a meeting with you to discuss the
requirements of your flight attendant position and
my skills in detail. I will call you within a week to
follow-up. In the interim, I can be reached at
[contact #].

Thank you for your time and consideration. I look

forward to meet you soon in order to explore this
opportunity further.
77
Language Focus

Expressing how you get the information about the vacancy.

If you got information from the advertisement

I have read your advertisement in ... (where) on ... (when)
I am applying for ... which you advertised in ... on ...
With reference to your advertisement in ...
I am writing to you in response to your advertisement for...

If someone recommended you

A friend of mine working in your company told me that...
Mr. Robbie Williams, who works in your Accounts Department, told me
that you will soon have a vacancy for …

If there is no advertisement or recommendation

I am writing to ask if you might have a vacancy in your ...
Department
Expressing when and where you graduate from:

I just graduated from ... this year,

I completed ...
This year I will finish ...

Expressing that you are interested in the job advertised :

I would like to apply for a job as ...

I believe you will find that my experience in ... have prepared me well
for the position as ... in your company.
I am very interested in working as ...
Please accept this letter as an expression of interest in the position of
...
Please consider my applications for ... position
Expressing what you think you can offer them

I have done some practical work and ...

I have participated in workshops ...
I have had extensive practice in ...
As you can see from my enclosed resume, my experience and qualifications
match this position's requirements.
During ... I improved (furthered, extended, etc.) my knowledge of ...
I am familiar with the requirements for success in the profession and believe I
possess the right combination of …..
My current position ... has provided the opportunity to
Referring to the enclosures
• I am enclosing ...
• Please find my enclosed ...
• Enclosed you will find ...
• As you can see from my enclosed resume ...
• I have enclosed a copy of my resume for your review.
• The attached resume lists more specific information concerning these
experiences and my qualifications.
• As you can see from my enclosed resume, my experience and
qualifications match this position's requirements.
Expressing that you look forward to an interview

I look forward to an opportunity to speak with you in person. (OR to

speak with you personally)
I would welcome the opportunity to personally discuss my potential
contributions to your company with you.
I look forward to the opportunity to personally discuss why I am
particularly suited to this position.

Referring to future contact

I look forward to hearing from you soon.

I look forward to meeting you.
I look forward to seeing you.
Important Notes:

 Begin your application letter by placing your

address first, followed by the address of the
company you are writing to.
 Use complete title and address; don't
abbreviate.
 Always make an effort to write directly to
the person in charge of hiring.
 Always sign letters.
 Useful Sentences
APPLICATION
• In reply to your advertisement ( in / (day ) ‘s paper)
• I would like to apply for the post ( job ) of… which was advertised in….. on…
• I wish to apply for admission to…
• Please / As requested / find enclosed letters of reference from…
• I am …years old
• My qualifications are as follows: ( list of your qualifications )
• In … I graduated from… I majored in ….
• I would be glad to come for an interview at any time that is convenient for you.
 Letter of inquiry
• The letter written for the purpose of
knowing about the quality, quantity and
price of the goods and the conditions of
business are known as enquiry / inquiry
letters.
• Is the foundation of business relations
• Inquiry may be solicited, unsolicited or for
some favors or a routine inquiry.
• Solicited inquiry:
An inquiry is made in response to
the seller’s advertisement and
publicity.
• Unsolicited inquiry:
An inquiry is made at buyer’s own
initiative.
This should tell the reader what you want

The introduction serves as the executive

summary for the letter of inquiry and includes the
name of your organization, the amount needed or
requested, and a description of the project. The
qualifications of project staff, a brief description of
evaluative methodology, and a timetable are also
included here
 Please send me...
EXAMPLE Could you please send me...
(for things that the organization offers to send)

I would be grateful if you could tell me…

(for things that are not normally offered)

I am writing to enquire whether…

I would be grateful if you could…
(to see if something is possible)

I would especially like to know…

Could you send me more details…
( + a more detailed request)

Could you also…

I would also like to know...
Could you tell me whether...
( + an additional enquiry or request)
 This paragraph tells the reader why you are
contacting his or her organization, and gives further
details of the enquiry

you have contacted this organization before, and want to

again.

you have not contacted this organization before, but you have
heard about them. You should describe from where, such as
from an advert or a recommendation
EXAMPLE I saw your advert in the HK Daily on Wednesday, 13
June 2007.

Your company was recommended to me by Ms.

Elsie Wong of Far Eastern Logistics.

With reference to your advertisement (ad) in...

Regarding your advertisement (ad) in ...

 This paragraph should contain a polite expression
and/or an expression of thanks to the reader. The
degree of politeness (and therefore the length),
depends on how unusual or difficult your request is.
Possible language includes:
Thanks. (For a very informal and normal enquiry or request)
I look forward to hearing from you.
I am looking forward to hearing from you.
Thank you for your assistance.
Thank you very much for your kind assistance.
I appreciate that this is an unusual request, but I would be very grateful
for any help you could provide. I look forward to hearing from you.
If you think the reader might have
further questions, you can suggest that
he or she contact you.
• I am interested /wish / to learn more about………….
• I would be most grateful if you could supply us with the
following information.
• I would like to get a description of……………
• Do you supply………?
• Does it include (dinner / equipment / activities.. ) ?
• What is the price of … per / day / week.. ?
• I would appreciate if you could……….….
• Would you kindly………………
Name/Title Mary Roe
Address 795 E Dragram
City, State, Zip Code Tucson, AZ, 85705

Date 18th June, 2012

Name/Title Mary Roe

Address 795 E Dragram
City, State, Zip Code Tucson, AZ, 85705

Subject: Inquiry about a Computer

Dear Mr. Tyson,

This letter is to inquire about the HP Laptop. I am planning to buy ten laptops for my business purpose.

We are advertising firm and would require laptop with graphic features. Our budget for ten laptop is Rs. 3lac We would be
requiring laptop which is easy to carry, portable, good ram size and most important which suits our budget.

I would like to know about the varieties of laptop with all the features that I have mentioned above. If required I am fine with
anyother brand too.

Regards,

Tom Moody
 Complaint letter
• Letters written to bring the different
mistakes to the notice to the suppliers from
affected party are called complaint letters.
• In commercial correspondence letters of
complaint should not be rude or angry in
tone but gentle and yet firm by stating the
complaint clearly and precisely.
Occasions for writing complaint
letters:
• Late delivery of goods.
• Receipt of defective goods.
• Receipt of damaged goods.
• Shortage of goods.
• Receipt of wrong goods.
• Inferior quality goods.
• Misbehavior of an employee
Letter of complaint should state:

• The complaint clearly.

• Give relevant details about the quality or
quantity of goods you have received.
• Request remedial action.
 How to write a complaint letter
There are five components that we can
see in Letters of complaint.
• 1. Background
• 2. Problem - cause and effect
• 3. Solution
• 4. Warning (optional)
• 5. Closing
 1. Background
In this section, the writer describes the situation he/ she has; e.g.
• I am writing to inform you that the goods we ordered last week
from your company have not been supplied correctly.
• I am writing to inform you of my dissatisfaction with the food
and
drinks at the 'Sun Dance Restaurant' on Wednesday, 12
February 2011 at 04. 00 p.m.
• I would like to inform you that something is being worst to my
new TV which I just have bought it in your store.
• I would like to inform you that something is being worst to my
mobile phone.
2. Problem –Cause and Effect

In this section, the writer may tell about the cause and effect to
the matters which is faced by writer. Look at the following
example of statements
Cause:
Now look at the following statements!
• On 10 February 2011 we placed an order with your firm for
100 electric vouchers for mobile phone. The consignment
arrived yesterday but contained only 90 electric vouchers for
mobile phone.
• I stay in room no 217. As I stay here, I don’t find any
convenience as stated in your brochure. It is said that all
rooms face to the beautiful view of Parangtritis
 Effect:
• This incident put our shop in a difficult position, as
we had to make some emergency purchases to fulfill
our commitments to all our customers. This caused
us considerable inconvenience.
• After spending several wasted hours trying to
register in this way, the computer would not accept
my application.
• This large number of errors is unacceptable to our
customers, and we are therefore unable to sell
these books.
 3. Solution
In this section, the writer suggests or gives the solution to
what problem he/ she gets; e.g.
• I am writing to ask you to please make up the shortfall
immediately and to ensure that such errors do not
happen again.
• Could I please ask you to look into these matters.
• Please send us a corrected invoice for $ 100
• I enclose a copy of the book with the errors highlighted.
Please re-print the book and send it to us by next Friday.
• Please service your customer well
 4. Warning (Optional)
In this section, the writer may warn to the person or institution
he/
she complains. This section is not always appeared on the
complaint letter. It means that the writer may write it or not
(optional). E.g.:
• Otherwise, we may have to look elsewhere for our supplies.
• I'm afraid that if these conditions are not met, we may be forced
to take legal action.
• If the outstanding fees are not paid by Friday, 20 February
2011,
you will incur a 10% late payment fee.
• I will never buy it again in your shop.
 5. Closing
In the last section, the writer state
thankfulness and his/ her hope.. E.g.
• I look forward to receiving your explanation
of these matters.
• I look forward to receiving your payment.
• I look forward to hearing from you shortly.