Explanation
Exercises
B1 Upper-Intermediate Writing · Lesson 12

Write a Formal Complaint and Suggest a Solution

Learn to make a formal complaint with evidence and suggest a reasonable solution instead of only expressing dissatisfaction.

B1 Upper-IntermediateFormal complaint email30 min130–140 words
Lesson progress
Explanation · 1 / 4
Study the structure and model before completing the three exercises.
Learning objective

Write a formal complaint that explains the problem, provides specific evidence, describes its impact, and proposes a fair solution.

Model text

Dear Customer Service Team,

I am writing to complain about a wireless headset that I ordered from your website on 14 May. The product arrived on time, but the left speaker stopped working after only three days of normal use. I followed the troubleshooting instructions on your website and tested the headset with two different devices, but the problem remained. I contacted online support on 19 May and was advised to restart the headset, which did not solve the issue. As the product is still almost new, I do not believe a repair is the most appropriate option. I would prefer a replacement headset, or a full refund if the same model is unavailable. I can return the faulty item in its original packaging and provide my order confirmation.

I look forward to your response.

Yours faithfully,
Amelia Grant

How to write

1
State clearly that you are making a complaint
2
Describe what happened with specific details
3
Explain what you already tried
4
Describe the impact or why the situation is unacceptable
5
Suggest a reasonable solution and request a response

Useful language

I am writing to complain about...Unfortunately,...I have already tried...As the product/service...I would prefer...I look forward to your response.
B1 Upper-Intermediate focus: Develop each main idea with a reason, example, consequence, or reflection. Use a wider range of linkers, but keep the text natural and easy to follow.
Exercises:
1
2
3
Exercise 1 · Language in the model text

Write a Formal Complaint and Suggest a Solution

Read the model text closely. Choose the answer that best explains its grammar, vocabulary, linking, or register.

Analyse how the model uses language to achieve the writing purpose.
Exercise 1 · 2 / 4
You need at least 5 correct answers out of 6.
1
Why does the writer say “I am writing to complain about…”?
2
What contrast does “arrived on time, but the left speaker stopped working…” create?
3
Why does the writer list troubleshooting and testing two devices?
4
What does “was advised to restart” demonstrate?
5
Why does the writer use “I would prefer” rather than “You must give me”?
6
What condition is expressed by “if the same model is unavailable”?
Exercise 2 · Structure & development

Write a Formal Complaint and Suggest a Solution

Use the model text to analyse how its ideas are ordered, connected, developed, and supported.

Analyse the organisation of this specific model text and the function of its details.
Exercise 2 · 3 / 4
You need at least 5 correct answers out of 6.
1
Why is the order date included in the opening complaint?
2
How does the model build evidence before asking for a solution?
3
Why is the failed support advice mentioned after the writer’s own troubleshooting?
4
What is the function of “As the product is still almost new…”?
5
Why is the return/packaging sentence placed after the remedy request?
6
Which organisation makes this complaint convincing?
Exercise 3 · Writing

Write a Formal Complaint and Suggest a Solution

Learn to make a formal complaint with evidence and suggest a reasonable solution instead of only expressing dissatisfaction.

Complete the writing task.
Exercise 3 · 4 / 4
Write 130–140 words and develop your ideas clearly.
Your task

Write a formal complaint about a product, service, accommodation, course, or event. Explain what went wrong and suggest the solution you would consider fair.

  • Use a formal greeting and complaint purpose.
  • Identify the product, service, or situation clearly.
  • Give at least two specific details or pieces of evidence.
  • Explain what went wrong or why you are dissatisfied.
  • Mention any action already taken if relevant.
  • Suggest a realistic solution.
  • Use a formal closing.
I am writing to complain about...Unfortunately,...I have already tried...As the product/service...I would prefer...I look forward to your response.
Your writing
0 words · Target: 130–140

Your draft is saved automatically on this device.

Quick check
•Write about 130–140 words
•Use a formal greeting
•State the formal purpose clearly
•Include specific supporting details
•Use polite formal request/application language
•Include the key requested action or application content
•Use a professional closing
•Use several linking expressions
•Use at least 8 clear sentences
AI feedback

After the lesson check, get detailed feedback appropriate for this B1 Upper-Intermediate task.