Cambridge English: Proficiency
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Writing Criteria (go to Task)
Writing Paper Part 2. Task Type: Letter of Complaint
| Content Should include details about the product that was ordered, the source and the terms of the discounted offer, why the customer feels badly treated and a suggestion of how the problem can be resolved. |
| Communicative achievement Should be formal as this is a letter of complaint. The tone should not be overly hostile as this is usually counterproductive, but the request for action may be expressed quite assertively. The reader would understand the full nature of the complaint and may consider agreeing to the customer's request. |
| Organisation Should have the layout of a formal letter, with appropriate salutation and closing. The content should be organised into appropriate paragraphs. N.B. In the exam there is no need to write addresses. |
| Language Language of narrative (i.e. for explaining the sequence of events), complaining (e.g. 'breach of contract', 'legal redress', 'customer loyalty', etc) and requesting. Does not have to be completely accurate but any errors should be minimal. |
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