A few days ago, we introduced a general guide to writing letters and explored the different types of letters you may encounter in the IELTS exam. Today, we’re going to dive deeper into how to write each type of letter by analyzing sample answers from examiners and high-scoring candidates. Let’s begin with a complaint letter, using a sample response from the general training IELTS 18 test 3 task 1.
Writing Task
You recently bought some train tickets for a journey a week in advance. When you went to the station to catch the train, you were told you could not use the tickets and the staff were very unhelpful to you.
Write a letter to the train company. In your letter
- describe the problem you had with the tickets
- say why you were unhappy with the staff
- suggest what action the train company should take
Sample Answer
Dear Sir or Madam
I am writing to complain about the information on your website and the service I received at Central Station. Yesterday my elderly uncle and I arrived at Central intending to use the tickets we had purchased online to travel to Newcastle at 5.50pm. Unfortunately, we were told that our tickets were for off-peak and we couldn’t use them.
When I bought the tickets, it was not clear on the website that they were just for certain times. This needs to be clarified on your website as I can’t be the only one who has made this mistake. However, what really upset me was the unhelpful manner of the staff. When we asked what to do, instead of helping us to pay the difference and catch our train, the attendant waved us in the direction of a ticket machine with a long queue. We missed our train and waited an hour for the next one. Please train your personnel to be more proactive in future.
I hope you find this feedback useful and take it on board.
Yours faithfully
Overall Analysis
- Clear Introduction of the Issue:
The writer begins the letter by directly stating their complaint and introducing the specific issue (problem with the tickets at Central Station). This keeps the tone formal and to the point. - Detailed Problem Description:
The second paragraph clearly describes the issue with the tickets, including relevant details (off-peak tickets, elderly uncle, train to Newcastle). This helps the reader understand the context and the inconvenience caused. - Staff Behavior Explanation:
The writer then explains why they were unhappy with the staff. The description of how the staff member failed to help (pointing to a ticket machine instead of assisting) adds depth to the complaint and shows that the poor service is a key point of concern. - Polite but Firm Request for Action:
The writer suggests specific actions for improvement, like making ticket information clearer on the website and providing better staff training. This demonstrates a constructive approach to the complaint. - Formal Language & Appropriate Closing:
The letter maintains formal language throughout and closes with “Yours faithfully,” which is appropriate since the recipient is unknown.
IELTS Criteria Compliance
Let’s take a closer look at how this article performs from an IELTS writing criteria perspective.
- Task Response (TR):
This letter fully addresses the task, clearly describing the issue with the tickets, expressing dissatisfaction with the staff, and offering reasonable suggestions for improvement. Each bullet point in the prompt is answered thoroughly, showing that the writer has effectively fulfilled the task requirements. The level of detail (mentioning the specific train time, and how the staff directed them to the ticket machine) adds strength to the response. - Coherence and Cohesion (CC):
It is logically organized, with each paragraph serving a specific purpose. The first paragraph introduces the complaint, the second describes the problem with the tickets, the third explains dissatisfaction with the staff, and the final paragraph suggests actions. The ideas are connected smoothly with appropriate use of transition words like “However” and “instead of,” ensuring that the reader can easily follow the flow of the letter. - Lexical Resource (LR):
The vocabulary used in this letter is appropriate for a formal complaint. Phrases like “I am writing to complain,” “it was not clear,” and “unhelpful manner” demonstrate a good command of formal, polite language suitable for this type of letter. The writer also uses varied vocabulary, avoiding repetition while maintaining a professional tone, e.g., “proactive,” “clarified,” and “feedback.” - Grammatical Range and Accuracy (GRA):
It demonstrates a good range of sentence structures, including complex sentences (“When I bought the tickets, it was not clear on the website that they were just for certain times“) and conditionals (“Please train your personnel to be more proactive in future“). The grammar is accurate throughout, with no major errors in verb tense, sentence structure, or punctuation. The writer maintains a consistent formal tone while ensuring grammatical precision.
Takeways
In summary, when writing a formal complaint letter, it’s important to:
- Address all parts of the task clearly and concisely, ensuring you respond to each bullet point in detail.
- Organize your letter logically with a clear introduction, body, and conclusion, using cohesive devices to link your ideas smoothly.
- Use formal and precise language, avoiding slang, while varying your vocabulary to express ideas effectively.
- Demonstrate grammatical accuracy by using a range of sentence structures, such as conditionals and complex sentences, while maintaining a consistent formal tone.
By analyzing high-scoring responses like this, we can better understand what examiners look for in a well-written letter. Keep practicing, and you’ll be able to craft clear, structured, and impactful letters for your IELTS exam.
