Lesson 7, Complaint Emails
The most common Task 1 type, roughly a third of questions. Learn this one properly.
Assumes Lesson 6: the 5-Block structure, the task-verb check, and the register swap table. This lesson covers only what’s different about complaints.
When you’ll see it
Complaint questions are everywhere on this test. The giveaway wording:
- “…write a letter complaining about…”
- “…you were unhappy with…” / “…you were dissatisfied…”
- “…the service you received was poor…”
- “…the item arrived damaged…”
- “…has not been resolved…”
Typical situations: a faulty product · a repair the landlord ignores · poor service at a business · a noisy neighbor · a course that wasn’t as advertised · a delivery that never arrived.
What the bullets usually ask
Complaint questions follow a very consistent three-bullet pattern:
| Bullet | Usually | Your paragraph must |
|---|---|---|
| 1 | Explain / describe the problem | State facts: what, when, where |
| 2 | Describe how it affected you | Give consequences, this is the paragraph people under-write |
| 3 | Say what you want done | Make a specific request, ideally with a fallback |
The middle bullet is where marks are won. Most candidates restate the problem instead of describing its effect. Effects are concrete: money spent, sleep lost, time wasted, an appointment missed.
The tone rule: firm but never blunt
This is the type where candidates most often damage their own score. A curt or accusatory email loses Task Fulfillment marks even when the grammar is flawless, because appropriate tone is explicitly assessed.
| ❌ Too blunt | ✅ Firm but polite |
|---|---|
| ”You need to fix this immediately." | "I would be grateful if this could be resolved as soon as possible." |
| "This is completely unacceptable." | "I am sure you will appreciate that this has been difficult to manage." |
| "I want my money back." | "I would like to request a full refund." |
| "Nobody has replied to me." | "Unfortunately, I have not yet received a response." |
| "Your staff were rude." | "I felt the response I received was less helpful than I had hoped." |
| "It is your job to fix it." | "I would appreciate your assistance in resolving this.” |
The key insight: you can be completely firm about what you want while staying courteous about how you ask. Politeness is not weakness here, it’s a scored dimension.
The softening kit: I would be grateful if… · it would be appreciated if… · I am sure you will understand… · I trust this can be resolved… · unfortunately… · I would like to request…
Model answer, FORMAL
Question: You rented an apartment three months ago. The heating has not worked properly since you moved in, and your building manager has not responded to your messages. Write to the property management company. • Explain the problem • Describe how it has affected you • Say what you would like them to do
Dear Ms. Fontaine,
I am writing to raise a concern about the heating in apartment 6B at 41 Marchmont Road, which has not functioned correctly since I moved in on 1 October.
The radiators in both the living room and the bedroom produce almost no heat, despite the thermostat being set to its maximum. I reported this to the building manager on three separate occasions in October and November, and I have not received a reply to any of my messages.
The effect has been considerable. Indoor temperatures have regularly fallen below fifteen degrees, and I have had to buy two electric heaters, which has increased my monthly electricity bill substantially. Working from home in these conditions has become genuinely difficult.
I would be grateful if an engineer could inspect the system within the next week. If a full repair is not possible immediately, I would appreciate a temporary solution and some consideration regarding the additional heating costs I have incurred.
I look forward to your response.
Regards, Daniel Achebe
188 words.
Why it scores: purpose in sentence one with specific context, no small talk · the effect paragraph gives concrete consequences (temperature, two heaters, higher bills) rather than restating the problem · every demand is a polite request · a specific action plus a fallback develops bullet 3 properly · complex structures (“despite the thermostat being set…,” “If a full repair is not possible…”) · full name, formal sign-off.
Model answer, INFORMAL
Question: A neighbor you know well has been holding loud parties several times a week. Write to them. • Explain the problem • Describe how it is affecting you • Suggest what could be done
Hi Marco,
Hope you and Elena are doing well! I’ve been meaning to raise something with you, and I’d much rather mention it directly than let it turn into an awkward thing between us.
It’s about the parties. Over the last month or so there’ve been gatherings on most Thursdays and Saturdays, and the music tends to carry straight through into our bedroom, usually until well past one in the morning.
The tricky part is that I’ve started a new job with a six-thirty start, so I’m genuinely struggling on those mornings. Ana’s been feeling it too, and honestly we’ve both been a bit short-tempered lately, which isn’t like us.
I’m really not asking you to stop having people over! But would it be possible to bring the music down a bit after midnight, or maybe shift the louder nights to Fridays when we’re not up early? Happy to work something out that suits you as well.
Let me know what you think, and thanks for being decent about it.
Cheers, Tom
190 words.
Why it scores: warm opener and first-name greeting · complains without a hint of hostility (“I’d rather mention it directly than let it turn into an awkward thing”) · the effect paragraph is concrete (new job, 6:30 start, both of them affected) · offers two workable options rather than a demand · an exclamation mark and a direct question keep it genuinely informal · contractions throughout, first name only.
The pitfall unique to complaints
Writing a complaint that reads as an attack.
Under time pressure, candidates default to the blunt version of every sentence, and a complaint is the one type where every sentence has a blunt version available. The result is grammatically sound English that a rater marks down for tone.
The fix, one dedicated proofreading pass. After writing a complaint, read it once looking only at tone. Underline every sentence that could sound accusatory and soften it. It takes 40 seconds and it routinely rescues a level.
Second pitfall: an under-written middle paragraph. “It was very annoying” is not a description of effect. Give the rater something concrete, a number, a cost, a missed commitment, a specific consequence.
Grade your own complaint email
- Purpose stated immediately (formal) or after a brief warm opener (informal)
- Problem stated with facts: what, when, how often
- The effect paragraph gives concrete consequences, not restated complaint
- A specific request, ideally with a fallback option
- Every demand phrased as a request
- No accusatory sentence survived my tone pass
- Register consistent throughout (check the Lesson 6 swap table)
- Three bodies, two sentences each, roughly equal length
- At least two complex sentences
- 175–190 words
8+ ticks = Level 9 territory. All 10 = you’re competing for 11–12.
Your practice
Open one set on Celpora and put today’s lesson to work.
Complaint email template. Structure, phrases, and worked model for complaints
