B2 English · Writing Skills

Complaint Letter
Detective Academy

Turn your frustration into a letter that gets results!

0 / 5 activities completed

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The Detective's Dossier

Read each section to unlock your complaint letter superpowers. Click to expand!

📬 Level 1–2 · Format & Greetings ▼

Your address goes top right. The recipient's address goes below, on the left. Always include the date.

Greeting rules:

✓ Know their name? → Dear Mr. Smith, → End with Yours sincerely,
✓ Don't know? → Dear Sir / Madam, → End with Yours faithfully,

💡 Memory trick: Sincerely = you know them. Faithfully = you're faithfully hoping it reaches the right person!

🏗️ Level 3 · Letter Structure ▼

Your complaint letter = a well-built case. Three key sections:

¶1 — Opening Salvo: State you are writing to complain + what + when + reference number.
e.g. I am writing to express my dissatisfaction with the 8-day tour of Greece, reference GR36A...
¶2+ — Evidence: Detail each problem using connectors (Firstly... Secondly... Furthermore... To make matters worse... Finally...)
¶Final — The Demand: Say exactly what you want. A refund? Replacement? Compensation?
e.g. I feel that I am entitled to a full refund.
💪 Level 4 · The 4 Grammar Superpowers ▼

1. Power Adjectives — Show how bad it was!

I was extremely disappointed. We were shocked by the dirty room.

2. Passive Voice — Something happened to you, not by you.

They gave us a small sandwich.
→ We were given a small sandwich.

3. Reported Speech — What did they promise?

Brochure: "All meals are included."
→ The brochure stated that all meals were included.

4. Although / However — Show the contrast between promise & reality.

Although the brochure stated meals were included, we only received breakfast.
The hotel was praised online. However, our room was filthy.
✨ Level 5 · Pro Tips ▼
❌ Weak: The food was bad.
✓ Strong: The sandwich was small, squashed, and tasted stale.
❌ Weak: The hotel was noisy.
✓ Strong: The hotel was next to a nightclub, and the noise continued until 3 am.
🔥➡️🧊 Keep your cool on paper! Polite + firm = more effective than angry shouting.
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Activity 1
Formal or Informal?

Drag each phrase into the correct box — formal complaint or informal chat?

Score: 0 / 8
✉️ FORMAL COMPLAINT
💬 INFORMAL / WRONG
PHRASE BANK — drag these:
I am writing to express my dissatisfaction with...
I'm really annoyed about...
I feel I am entitled to a full refund.
Give me my money back!
We were given a cold sandwich.
They gave us a gross sandwich.
I look forward to your response.
Hope to hear from you soon. Thanks!
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Activity 2
Fill the Gaps — Connectors

Choose the best connector to complete each sentence.

Score: 0 / 5
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Activity 3
Grammar Superpowers

Rewrite or identify sentences using passive voice, reported speech & contrast.

Score: 0 / 4
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Activity 4
Spot the Error

This letter has problems. Click the sentence that is wrong in each pair.

Score: 0 / 5
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Activity 5
Build Your Letter

All options below are correct and formal. Choose the phrase you prefer for each part — then watch your letter take shape!

Scenario: You booked a 5-day beach holiday (Booking Ref: BH2024). The brochure promised a sea-view room, but you were given a room facing a car park. The pool was closed for repairs and the food was described as "gourmet" but was cold and unappetising.
1 Choose your greeting
You are writing to the manager but do not know their name.
Dear Sir / Madam, Dear Customer Services Manager, To Whom It May Concern,
2 Choose your opening sentence
State clearly why you are writing and include the booking reference BH2024.
I am writing to complain about… I wish to express my dissatisfaction with… I am writing to bring to your attention…
3 Describe the first problem: the room
The brochure promised a sea-view room. You got a room facing a car park.
Firstly, although the brochure stated… First of all, the accommodation did not match… To begin with, I was extremely disappointed…
4 Add the second problem: the pool
The pool was closed for the entire stay.
Furthermore, the swimming pool was closed… Secondly, we were informed upon arrival… In addition, the pool facilities…
5 Add the third problem: the food
The brochure described the food as "gourmet" but it was cold and unappetising.
To make matters worse, the food… Finally, I was shocked by the poor quality… Moreover, the quality of the food…
6 State your demand
What do you expect the company to do about it?
I feel that I am entitled to a full refund… I therefore expect a full refund… I must insist on appropriate compensation…
7 Choose your closing
Match your closing to your greeting. (Faithfully = didn't know the name; Sincerely = knew the name.)
I look forward to your response. / Yours faithfully, I await your reply at your earliest convenience. / Yours faithfully, I trust this matter will be dealt with promptly. / Yours faithfully,
📄 YOUR LETTER — builds as you choose above:
Your letter will appear here as you make your selections above…
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Mission Complete!

You've built a complaint letter like a true detective.

A+

Keep your cool. Be specific. Get results.