What Makes a Good Complaint or Request?
A good complaint or request email gets results without damaging the relationship. It is:
- Clear: the reader knows in the first two lines what the email is about.
- Factual: it gives dates, numbers and details, not emotions.
- Specific: it says exactly what you want the reader to do.
- Polite but firm: it is respectful, but it doesn't apologize for complaining.
These are exactly the qualities that CELPIP and IELTS examiners look for, too.
The Four-Part Structure
| Part | Purpose | Length |
|---|---|---|
| 1. Opening + reason | Say who you are (if needed) and why you're writing. | 1–2 sentences |
| 2. Details | Explain the situation or problem: what, when, where, how. | 2–4 sentences |
| 3. Request / solution | Say clearly what you want and by when. | 2–3 sentences |
| 4. Closing | Thank them and invite a reply. | 1–2 sentences |
Useful Phrases
Opening
- I am writing to complain about... (formal complaint)
- I am writing regarding / with regard to...
- I'm writing to ask whether it would be possible to... (request)
- I would like to draw your attention to...
- I am contacting you about order number 45821, which I placed on March 3.
Describing the problem
- Unfortunately, when the package arrived, I noticed that...
- Despite being told that..., ...
- This is the second time this has happened.
- As a result, I was unable to...
- This has caused considerable inconvenience, as...
Requesting action
- I would appreciate it if you could...
- I would be grateful if you could...
- Could you please arrange for...?
- I would like a full refund / a replacement / an explanation.
- I would appreciate a response by Friday, May 10.
Softening vs. firming up
| Softer (request, first contact) | Firmer (complaint, repeated problem) |
|---|---|
| I was wondering if it would be possible to... | I must ask you to... |
| Would you mind...? | I expect this to be resolved by... |
| It would be really helpful if... | If the issue is not resolved, I will have no choice but to... |
Closing
- Thank you for your attention to this matter.
- I look forward to hearing from you.
- Please do not hesitate to contact me if you need any further information.
Tone: Firm Is Not the Same as Rude
| Rude | Firm and professional |
|---|---|
| Your service is terrible. | I am disappointed with the service I received. |
| You didn't do your job. | The repair was not completed as agreed. |
| Give me my money back now. | I would like a full refund by the end of the week. |
| This is unacceptable and ridiculous! | I'm sure you'll agree that this is not the level of service your customers expect. |
Tip: focus on the problem, not the person. Use the passive to avoid blame: The order was sent to the wrong address sounds calmer than You sent the order to the wrong address.
Model 1: A Complaint to a Landlord
Subject: Heating not working — Unit 304
Dear Mr. Patel,
I am writing regarding the heating in my apartment, Unit 304, which has not been working properly since January 12.
I reported the problem by phone on January 13, and a technician visited on January 15. However, the radiator in the bedroom is still cold, and the temperature at night falls to about 15 degrees. As I work from home, this is making it very difficult to work, and I am concerned about my young son's health.
I would appreciate it if you could arrange for a qualified technician to repair the system by Friday, January 24. If a repair is not possible by then, could you please provide a portable heater in the meantime?
Thank you for your attention to this matter. I look forward to hearing from you.
Sincerely, Oksana Melnyk
Model 2: A Request to a Manager
Subject: Request to adjust my schedule
Hi Laura,
I'm writing to ask whether it would be possible to change my working hours from 9–5 to 7:30–3:30, starting next month.
I've enrolled in an evening accounting course at the community college, which starts at 4:30 on Mondays and Wednesdays. With my current schedule, I wouldn't be able to get there on time. My tasks mostly involve reporting, which I can easily complete earlier in the day, and I'll still be available for all team meetings.
I'd be happy to try the new schedule for one month and review it with you afterwards. Would you have fifteen minutes this week to discuss it?
Thanks for considering this. Best regards, Daniel
CELPIP Writing Task 1
In CELPIP Writing Task 1 you have 27 minutes to write an email of 150–200 words. The task describes a situation and gives you three bullet points you must cover.
How to use this lesson:
- Answer all three bullet points — each one usually becomes one paragraph in the "details" or "request" section.
- Choose the right tone: check who you are writing to. A manager or company = formal/semi-formal; a friend or neighbour = friendly.
- Add specific details (dates, times, names, amounts) — they make your email sound real and improve your Content score.
- Leave 3–4 minutes to check spelling, articles and verb tenses.
IELTS General Training Task 1
In IELTS General Training Writing Task 1 you write a letter of at least 150 words in about 20 minutes, also based on three bullet points. The structure above works perfectly. Remember that IELTS letters start with Dear..., and the closing depends on formality: Yours faithfully (you don't know the name), Yours sincerely (you know the name), Best wishes (friend).
Common Mistakes
- Starting with an apology:
Sorry to bother you, but...— just state your purpose. - Forgetting to say what you want. Every complaint needs a clear request.
- Too much emotion:
I am extremely angry and shocked!!!→ I was very disappointed to find that... - Mixing registers:
Dear Sir or Madam, hey, just wanted to say...— keep one level of formality. - "I am writing you" → in British English and in exams, write "I am writing to you" or simply "I am writing to...".
Practice Tips
- Write one email for each situation: a delayed online order, a noisy neighbour, a request for a day off. Keep each one to 150–200 words.
- Underline the three parts of your request: what, by when, what happens next.
- Read your email as the receiver. Would you know exactly what to do after reading it?