Formal Complaint Letter Sample and Writing Tips

Sample Complaint Letter: Amsterdam City Tour

Dear Sir/Madam,

My husband and I have just returned from one of your “special city tours” in Amsterdam (August 31 – September 10), and I am writing to complain about the holiday we were given.

To begin with, the hotel was not at all what we had been led to expect from your brochure. You advertise air-conditioned rooms with a mini-bar and private bathroom, but what we got was a tiny room with none of the promised appliances. The room only had a washbasin, and we had to share the sanitary installations with five other parties on our floor. The temperature was 90° every day, so you can imagine the comforts of a room with nothing but the cold water tub for cooling. As for the hotel staff, whenever we called down to the reception, there was simply no one around. There did not even seem to be any cleaning staff since our beds were made only once during the whole of our stay.

Added to all this, the tourist guide included in your offer had fallen ill shortly before we arrived, and there was obviously nobody in charge to organize a suitable substitute. After five days, a courier turned up who spoke only fragmentary English, and we had difficulties understanding only half of what he said.

As you will realize, we are highly dissatisfied with the holiday your company provided, and we do not see why we should put up with it. We expect a letter of explanation as well as a substantial refund of our money. Unless this is forthcoming, we shall have to take matters a step further.

Yours faithfully,

(Mrs. J. Smith)

Useful Phrases for Writing a Complaint Letter

Greetings and Headings

• Dear Sir / Dear Madam
• Dear Sir/Madam
• Dear Mr. [Last Name]
• Dear Ms. [Last Name]

Explaining the Reason for Writing

• I am writing in order to complain about…
• I am writing to complain about…
• I am writing to express my strong dissatisfaction with…
• I am writing to express my concern with / disappointment with / disapproval of…

Introducing the First Complaint

• My first complaint is…
• The first problem is…
• The first thing I would like to draw your attention to is…
• My first concern is…

Explaining Further Complaints

• Secondly / In the second place…
• Moreover…
• In addition to this…
• …was also unacceptable.

Requesting Action

• I propose that you replace the item…
• I therefore suggest that I be given a full refund.
• I would be grateful if my money was refunded.

Concluding the Letter

• I look forward to hearing from you…
• I look forward to receiving a full refund…
• I look forward to receiving a replacement…
• I look forward to receiving your explanation…
• I trust / very much hope you will…