Write at least 150 words · 20 minutes · formal
You recently bought a washing machine from an online shop, but it stopped working after two weeks.
Write a letter to the customer services manager. In your letter:
- give details of the washing machine you bought
- describe the problem with it
- say what you would like the company to do
How to write this letter
- Match the tone: this one is formal, so choose your greeting, sign-off and phrasing to suit.
- Write one clear paragraph for each bullet point, in order.
- Say why you are writing in the first sentence.
- Close with what you would like to happen next.
A plan for this letter
- Greeting: "Dear Sir or Madam," because you do not know the manager’s name. First sentence: say you are writing to complain about a faulty washing machine.
- Paragraph 1 (bullet 1): details of the machine: the model, when you ordered it and when it arrived, the order number and the price.
- Paragraph 2 (bullet 2): the problem: when it stopped, what happens now, and what you have already tried.
- Paragraph 3 (bullet 3): exactly what you want (collection and a replacement within seven days, or a full refund) and how to contact you.
- Close: a polite final line, then "Yours faithfully," and your full name.
Model letter
190 words
Dear Sir or Madam,
I am writing to complain about a washing machine that I bought from your website, which stopped working after only two weeks.
I ordered the machine, a white Brightwash 7 kg front-loader, on 2 March, and it was delivered on 6 March. The order number is BW-48213, and I paid £349, including delivery.
For the first two weeks, the machine worked perfectly. However, last Monday it stopped in the middle of a wash and showed an error code, E21, on the display. Since then, it will not start at all, and the door remains locked with my clothes inside. I followed the instructions in the manual and switched the machine off at the mains for an hour, but this made no difference.
As the machine is still under guarantee, I would like you to arrange for it to be collected and replaced with a new one within the next seven days. If this is not possible, I would expect a full refund. I can be contacted on 07700 900123 at any time during the day.
I look forward to your prompt reply.
Yours faithfully,
Priya Sharma
Written by Acedmi to show what a high-band letter looks like. It is not an official IELTS sample, and your own ideas can be different.
Useful vocabulary
- I am writing to complain about
- A standard formal first line for a complaint.
- “I am writing to complain about a faulty product.”
- under guarantee
- Still covered by the seller’s promise to repair or replace it.
- “The machine is still under guarantee.”
- order number
- The reference the shop gives each purchase.
- “My order number is BW-48213.”
- stop working
- Break down; no longer function.
- “It stopped working after only two weeks.”
- fault
- Something wrong with a machine.
- “The engineer could not find the fault.”
- arrange for
- Organise something to happen.
- “Please arrange for the machine to be collected.”
- replacement / refund
- A new item instead of the broken one / your money back.
- “I would like a replacement or a full refund.”
- Yours faithfully
- The formal sign-off when you began with "Dear Sir or Madam".
- “Yours faithfully, Priya Sharma”
Common mistakes
- Ending with "Yours sincerely" after "Dear Sir or Madam". When you do not know the reader’s name, end with "Yours faithfully".
- Vague details such as "I bought a machine from you". Bullet 1 asks for details: give the model, the dates, the order number and the price.
- A vague request such as "please do something". Say exactly what you want and by when.