Cambridge English: First

Writing Task (go to Checklist)

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Writing Paper Part 2. Task Type: Letter of Complaint

Question
You have just returned from a holiday and have decided to make a complaint to the hotel you stayed in regarding the level of service you received. The following extract comes from the hotel's complaints procedure:

If you are dissatisfied with any of our services, we request that you put your complaint in writing. Please give details of your booking, outline the cause of your dissatification and the steps you feel you would like us to take.

Write your letter of complaint to the hotel. (around 140-190 words)

What you need to do to pass
Read our checklist first to understand what the examiner is looking for in a good answer.

Ideas for writing
Ask yourself the following questions to help you get started:

• What details do you need to start the letter?
  E.g. When did you stay at the hotel? Were you alone or with friends/family?
• What details can you give about the complaint?
  E.g. Was the room below standard? Were members of staff unhelpful?
• Did you raise the issue during your stay?
  E.g. Did you complain to anyone? What did they say/do?
• What would you like the company to do?
  E.g. Refund part/all of your payment? Offer you something by way of apology?

Decide how many paragraphs you are going to have (not more than three or four).

Drafting and proofreading your work

You should look at your first draft of the task and decide:

• Have you responded to the statement and the notes appropriately?
• Is the letter organised in a clear and logical way?
• Is the language accurate with a good range of structures?
• Will the hotel be likely to regard your complaint sympathetically?
• Is the style OK?

If the answer is 'no' to any of these questions then you will need to do some more drafting!