IELTS complaint letters: state the problem, then ask for a fix
An IELTS complaint letter states the problem in the first sentence, describes it with specific facts, explains how it affected you and says exactly what you want the reader to do. Firm, polite language works better than anger.
The official General Training format asks for a letter of at least 150 words. The model answer and tasks below are original teaching material, not official IELTS questions or examiner-scored responses.
A four-paragraph plan for a complaint letter
Say why you are writing. Name the product, service or situation and that you are complaining about it.
Describe the problem. Give the facts the reader needs to check: what, when and where, plus what has already happened.
Explain the effect. Show why it matters to you, such as lost time, money or a missed commitment.
Ask for a specific remedy. A repair, replacement, refund or change, ideally with a reasonable time limit.
Follow the order of the bullet points unless another order is clearer for the reader. Every bullet needs its own developed point, not a single line that repeats the question.
Choose the tone for the reader
Who you are writing to, the tone to use, and a suitable greeting and closing
Reader
Tone
Greeting
Closing
A company, shop or manager you have not met
Formal
Dear Sir or Madam
Yours faithfully
A named manager or official
Formal
Dear Mr Lee
Yours sincerely
A neighbour or landlord you know slightly
Semi-formal
Dear Mr Patel
Yours sincerely or Best wishes
Most complaint tasks are formal. A semi-formal complaint, such as one to a neighbour, still states the problem clearly but suggests a solution in a friendlier way. Our guides to formal, semi-formal and informal letters go further into register.
Model answer
Original practice task
You recently paid a local repair shop to fix your laptop, but the same problem returned a week later. Write a letter to the shop's manager. In your letter:
describe the repair you paid for
explain what has happened since
say what you would like the shop to do
Dear Sir or Madam,
I am writing to complain about a repair that your shop carried out on my laptop earlier this month.
On 2 October, I brought in my laptop because the screen kept switching off after a few minutes of use. Your technician replaced a cable, and I paid £85 when I collected the laptop two days later. At first, it worked perfectly.
Unfortunately, the problem returned a week later. The screen now goes black several times an hour, which is exactly what happened before the repair. This has caused real difficulty, as I use the laptop for an online accounting course and lost an unsaved assignment on Monday.
I would therefore like your shop to repair the laptop again at no further cost. As I need it for my studies, I would also be grateful if the work could be completed within three working days. I can bring the laptop in on any weekday afternoon.
I look forward to hearing from you.
Yours faithfully,
Daniel Okafor
167 words, counted the way our writing workspace counts them. Names and details are fictional.
Why it works
Purpose first: The first sentence tells the manager this is a complaint and what it is about.
Checkable facts: The date, the fault, the repair and the price develop the first bullet and let the shop find its records.
A real effect: The lost assignment explains why the fault matters, which develops the second bullet.
An actionable remedy: A free repair, a time limit and the writer's availability give the shop something it can do.
Useful phrases
Use these to start a sentence, then finish it with details from your own task. Examiners look for memorised language, and a memorised paragraph does not answer your bullet points.
Opening
I am writing to complain about…
I am writing regarding the service I received at your branch on…
Describing the problem
Unfortunately, the… stopped working after…
This is the second time that…
When I contacted your staff, I was told that…
Explaining the effect
As a result, I had to…
This has caused considerable inconvenience because…
Asking for action
I would like you to…
I would be grateful if you could… by…
I would therefore like a full refund / a replacement.
Closing
I look forward to hearing from you.
I hope this matter can be resolved quickly.
Mistakes to avoid
No clear remedy
“Please do something about this” leaves the reader guessing. Say what you want and, if it helps, by when.
Angry or insulting language
“Your staff are useless” damages the tone. Describe what happened and let the facts carry the weight.
Vague details
“My order had problems” does not develop the bullet. Name the item, the date and the exact fault.
Practise with original questions
Two formal complaints to companies and one semi-formal complaint to a neighbour. Each has planning notes and an annotated answer.
You recently ordered an item online, but it arrived damaged. Write a letter to the company. Describe the item, explain the damage, and state what you would like the company to do.
A delivery company has repeatedly delivered important packages late. Write a letter to its manager. Describe the deliveries, explain the problems the delays caused, and state what action you expect.
A neighbour in your apartment building has recently been making noise late at night. Write a letter to the neighbour. Describe the noise, explain how it affects you, and suggest a way to solve the problem.
State your purpose in the first sentence, for example: “I am writing to complain about the laptop repair your shop carried out on 2 October.” Then describe the problem, explain its effect and say what you want the reader to do.
Should an IELTS complaint letter be formal?
Usually. Write formally to a company or manager, and semi-formally to someone you know slightly, such as a neighbour. The task tells you who you are writing to.
How long should an IELTS complaint letter be?
The task asks for at least 150 words, and the question suggests spending about 20 minutes on it. About 170 to 190 words gives you room to develop all three bullet points.
Write your complaint letter and check it
Write for 20 minutes, then get an estimated band for each criterion, a checklist of the bullet points you covered and what to revise first. Your first check needs no account.