A. Read the extract below and answer the questions.

We're really sorry for the trouble we have put you to. It was completely our fault. We confused the dates. It was a silly mistake, so please don't be cross. I promise we will do our best to make it up to you. Have a free dinner – we're paying.

1. What type of letter is the extract taken from?

2. What is the purpose of this letter?

3. What part of the letter is it?

4. How does the writer propose to resolve the situation?

B. Rewrite the text in formal style, using the notes below.

• take/full responsibility

• Please/accept/sincere apologies/inconvenience caused

• hope/forgive/regrettable error

• assure/do our utmost/compensate

• Please/accept/complimentary meal voucher/used at your convenience

• confusion/caused/misunderstanding/between departments

► Understanding the Rubric-2

Ex. 5.

Read the rubric, underline the key words/phrases and answer the questions.

You and a group of your friends rented the holiday apartment in the advertisement below for a week. However, there were a number of problems and you left after just three days. You have decided to write a letter of complaint to the agency you rented the apartment from. Read the advertisement and the notes you have made. Then write your letter to the agency, saying why you are dissatisfied and telling them what action you want taken.

1. Who is going to read the letter?

2. What type of letter are you going to write?

3. What opening/closing remarks could you write?

4. What tone are you going to use? Why?

► Analysing a letter of complaint

Ex.6.

Read the two models and choose the one which is appropriate. Have all the points in the rubric been covered? How has the information been rephrased?

MODEL A.

Dear Sir,

I want to tell you how angry and disgusted I am with the holiday apartment I rented from you on 15th August. I think you've got a real cheek advertising it as 'beautiful' because it was the ugliest apartment I've ever seen in my life.

For a start, you lied when you said it was spacious. There wasn't room to swing a cat inside. The rooms were also very dirty. I spent the first day of my holiday cleaning them.

Next, you said the kitchen was well-equipped. Not at all! Lots of essential items were missing. After three days, I'd had enough and went home.

I'm sure you can tell I am really angry. You have ruined my summer by spoiling my holiday. I demand you give me some of my money back and you should say sorry, too. If you don't you'll be in big trouble. Hurry up and reply to this letter.

Yours sincerely,

Helen Hunt

MODEL B.

Dear Sir,

I am writing to complain about the holiday apartment I rented from you on 15th August. I believe your advertisement was misleading in a number of ways.

Firstly, the apartment was by no means spacious. The rooms were cramped and there was very little storage space. Also, the distance from the beach was in fact ten times farther than you claimed.

Furthermore, the balcony railing was broken. This was quite dangerous and could have caused an accident. In addition, it overlooked an unattractive car park in contrast to the 'great view' you advertised. Finally, the kitchen was poorly equipped and a lot of essential items were missing, such as plates and saucepans. Consequently, I felt I could not stay any longer and returned home after three days.

As you can imagine, I am quite disappointed. I feel I am entitled to a partial refund in addition to an apology for the inconvenience caused. I look forward to receiving a prompt reply.

Yours faithfully,

Sandra Folkestone

Ex. 7.

Read model A again and find examples of the following:

• excessively strong language

• aggressive tone

• overly informal/colloquial/ idiomatic language

• irrelevant information

• phrases taken word for word from the prompts

• points not covered in the rubric

Ex. 8.

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