O-Level Situational Writing: How to Complain
A good complaint helps the reader fix a problem. It is firm about the facts and calm about the person receiving it. Anger may be understandable in the situation, but it rarely makes the request clearer.
Use a five-part complaint plan
| Part | What to include |
|---|---|
| Reference | the booking, place, date or item involved |
| Problem | what went wrong, using accurate source detail |
| Impact | the specific inconvenience, cost or risk caused |
| Remedy | exactly what you want the reader to do |
| Close | a reasonable response time and polite sign-off |
Be specific without exaggerating
I am writing about the batik workshop booked for 13 June. I received the cancellation notice three days before the session. As I had paid for two places for my grandmother’s birthday outing, I would like to request a full refund of $120.
This says what happened, why it matters and what remedy is wanted. It does not call the organiser careless or claim a loss that the task has not given you.
If you suggest an improvement, make it connected to the fault: earlier confirmation of replacement instructors, a clearer refund process or a safety inspection. Do not turn a complaint into a speech about every past annoyance.
Keep the tone firm and polite
| Avoid | Try |
|---|---|
| You people never care. | I was disappointed to receive the cancellation at such short notice. |
| Fix this now. | I would appreciate confirmation of the refund by 20 June. |
| Your service is terrible. | Please consider informing participants earlier if a replacement cannot be arranged. |
Before you send it
- Did I name the exact issue and relevant detail from the source?
- Did I explain the impact without inventing extra harm?
- Is my requested remedy possible and proportionate?
- Does my final paragraph make the next action and response clear?
- Is the register formal enough for the recipient?
Try the cancelled workshop practice after planning the five parts.