CELPIP Complaint email Template (Writing Task 1)

What raters reward

Raters reward a clearly stated problem, a developed impact with a concrete detail, and a specific, reasonable request, all in a firm but polite tone. Frustration is fine; rudeness is not. State the issue immediately and never sound aggressive.

Your time plan

0-3 min · Plan · Decide the register (formal for a stranger or official, warm for a friend). Turn each bullet into one idea plus one supporting detail so you never stall mid-email.

3-23 min · Draft · One short paragraph per required point. Open with your purpose, develop each point, then make the request. Vary sentence length: pair a short sentence with a longer complex one.

23-27 min · Proofread · Check verb tense, subject-verb agreement, articles (a/the), and plurals. Confirm every bullet is answered and you are inside 150 to 200 words.

How to structure it

Fill the [slots] with your own ideas, then adapt the frames; don't recite them.

1. Greeting · Open with a salutation that matches how well you know the reader.

2. State the problem (opening line) · Name the issue and when it started, right away.

3. Explain the impact · Show how the problem affects you, with a concrete detail.

4. State the resolution you want · Say exactly what you want done and by when.

5. Sign-off · Close politely and firmly.

1 Greeting 1 line

Most of these emails are formal. See the register table for matched greeting and sign-off pairs.

Grammar Salutation + comma

Phrases to adapt

Dear Mr./Ms. [last name],
Dear Sir or Madam,
Hi [first name],

2 State the problem (opening line) ~25 words

Get to the point in sentence one. Do not open with 'I hope you are well' in a formal complaint.

Grammar Present perfect for an ongoing problem

Phrases to adapt

I am writing to complain about [issue].
I am writing to express my dissatisfaction with [issue], which has continued since [date].
For the past [duration], I have been dealing with [problem].

3 Explain the impact ~45 words

Develop it: a date, a number, or a real consequence beats 'it is annoying'.

Grammar Cause and result (which means, as a result)

Phrases to adapt

This has become a serious inconvenience because [specific effect].
As a result, I have been unable to [consequence].
On [date], it went as far as [worst example].

4 State the resolution you want ~35 words

A specific, time-bound request is what makes the email actually do its job.

Grammar Modals of request (could, would) + a deadline

Phrases to adapt

I would be grateful if you could [action] by [date].
Could you please [resolution] as soon as possible?
I trust you will [fix] without further delay.

5 Sign-off 1 line

Match the formal opening; a prompt-action line lands the point.

Grammar Closing phrase + name

Phrases to adapt

Sincerely, [name]
I look forward to your prompt reply. Sincerely, [name]

Match your greeting & sign-off

Situation	Greeting	Sign-off
Formal · name unknown	Dear Sir or Madam,	Yours faithfully,
Formal · name known	Dear Mr./Ms. [last name],	Sincerely,
Workplace / semi-formal	Dear [first name], / Hello [first name],	Best regards,
Friend / informal	Hi [first name],	Take care, / Cheers,

Complaint openers & closers

Stay firm and professional. Adapt an opener and a closer to your prompt.

Openers

I am writing to complain about [issue].
I am writing to raise a concern about [issue].

Show impact

This has caused considerable [inconvenience / expense / stress].
The situation is now affecting [who or what].

Closers

I look forward to seeing how these concerns translate into prompt action.
I trust this will be resolved promptly.
Your immediate attention would be greatly appreciated.

Grammar & punctuation toolkit

The move that lifts a response to level 9 and up: think the plain sentence in your head, then upgrade it with a stronger word, one complex structure, and advanced punctuation. Aim for about two complex sentences per task, not every sentence.

Complex-sentence connectors

A complex sentence joins two ideas with a comma. Use these openers to build about two per task. Note: never add 'but' after 'not only'.

since

State a cause you can treat as fact, then the result.

Since the heat has been off for five days, the apartment drops below 15°C at night.

considering

A wider situation drives your point.

Considering the shortage of family doctors, clinics should add walk-in hours.

concerning

Like 'considering', but for serious or emotional topics.

Concerning the rise in collisions, the city must add safer crossings.

given that

A condition leads to a result.

Given that I work night shifts, an earlier delivery window would help enormously.

although

Open a contrast; a stronger, complex swap for 'but' or 'however'.

Although I was warned about the noise, I did not expect it every night.

not only … also

Add a second point with no 'but' in the middle.

Not only does the plan save money, it also frees up staff time.

due to / because of

Give a reason; prefer 'due to' as the less common option.

Due to the ongoing repairs, the pool will stay closed this week.

while

Two things happening at the same time.

While the renovations continue, residents can use the side entrance.

Semicolons: advanced punctuation

A semicolon needs a complete sentence on both sides, and both must be about the same idea. Never follow a semicolon with a 'which …' clause.

Conclude a point: 'I finished the course; from now on I will apply what it taught me.'
Best of all, pair it with a connector for top marks: 'Home prices keep climbing; moreover, groceries now cost more.'
Add a closely related idea: 'I am nervous about flying; I would rather drive to nearby cities.'

Commas that earn marks

Commas show you can layer information cleanly.

Wrap removable detail in a pair of commas: 'The manager, who started last month, has already improved things.'
A connector in the middle of a sentence takes a comma on each side: '…, however, …'.
Open with a connector, then a comma: 'Furthermore, the cost keeps rising.'

Adjectives, adverbs & phrasal verbs

Range is scored. Work in two or three vivid words per task, plus a phrasal verb or two.

Adverbs are the most under-used part of speech: promptly, repeatedly, considerably, efficiently, evidently.
Precise adjectives beat bland ones: unacceptable (not 'bad'), malfunctioning (not 'broken'), considerable (not 'big').
Phrasal verbs signal natural range: catch up, run into, come across, put off, sort out.

Useful vocabulary

Vocabulary is one of the four scored dimensions, so weave a few in (don't force all of them). Bookmark the ones you want to use — they show up in your saved library.

Openers

I am writing toI am writing to bring an urgent matter to your attention.
I am writing with regard toI am writing with regard to the parking permit I applied for last week.
I am reaching out toI am reaching out to request an extension on the project deadline.
It has come to my attention thatIt has come to my attention that my last payment was never processed.
I would like to draw your attention toI would like to draw your attention to a recurring issue in our building.

Formal verbs

raise a concernI am writing to raise a concern about the noise coming from the unit next door.
enquire aboutI am writing to enquire about the availability of evening classes.
confirmCould you please confirm whether my reservation is still valid?
apologize forI would like to apologize for missing yesterday's meeting.
notifyPlease notify me as soon as the replacement part arrives.

Precise upgrades

My apologiesMy apologies for the delay in getting back to you.
cumbersomeThe current sign-up process is cumbersome and takes far too long.
unacceptableThe condition of the apartment upon move-in was simply unacceptable.
malfunctioningThe heating system has been malfunctioning since the day I moved in.
promptI would greatly appreciate a prompt resolution to this problem.

Connectors & phrasal verbs

First and foremostFirst and foremost, I want to thank you for your quick response.
FurthermoreFurthermore, the replacement I received was also faulty.
With regard toWith regard to the invoice, I believe there has been an error.
On top of thatOn top of that, no one informed me that the office would be closed.
sort outI am confident we can sort out this misunderstanding quickly.
run intoI ran into several problems while trying to complete the online form.

Closers

I look forward to your replyI look forward to your reply at your earliest convenience.
Your prompt attention would be appreciatedYour prompt attention to this matter would be greatly appreciated.
Please do not hesitate to contact mePlease do not hesitate to contact me if you require any further details.
Thank you for your understandingThank you for your understanding and cooperation in this matter.
I would be grateful ifI would be grateful if you could look into this as soon as possible.

From the lesson

The full phrase bank from Complaint Emails. Bookmark whatever you'd actually use — everything you save shows up in your library.

Opening (formal)

I am writing to raise a concern regarding…
I am writing to express my dissatisfaction with…
I am writing with reference to [order/booking/apartment] …

Opening (informal)

I hate to bring this up, but…
There's something I need to raise with you, and I'd rather do it directly.
I've been meaning to mention something…

Stating the problem

The issue is that…
Since [date], the [item/service] has…
Despite [action taken], the problem persists.
This is the third occasion on which…

Describing the effect (the high-value paragraph)

The effect has been considerable.
This has caused significant inconvenience.
I have had to [action] at my own expense.
As a result, I was unable to…
It has become increasingly difficult to…

Making the request

I would be grateful if you could…
I would like to request…
I trust this can be resolved without further difficulty.
Alternatively, [option] would also be acceptable.

Closing

I would appreciate your attention to this matter.
I look forward to your response.

Common mistakes to avoid

Sounding rude or aggressive, even when you are right; stay firm but polite.
Opening with small talk instead of naming the problem in the first line.
Describing the problem but never stating the resolution you want.
Vague requests with no deadline or specific action.
Cramming in many issues; pick the key one or two and develop them.

Quick tips

State the problem in sentence one; do not bury it.
Give the impact a concrete detail (a date, a number, a consequence).
Ask for a specific fix by a specific time.
Keep the tone professional: unacceptable and disappointed, never insults.

Put it into practice

Try Complaint email with this template

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