Friday, August 10, 2018

MAKING A COMPLAINT (Intermediate) (EXERCISE I105E294)















It's frustrating when things go wrong in life – whether its deliveries that aren't made on time, the repairman not turning up, or a direct debit going wrong.

Consumer research shows that following these steps can help get problems sorted out more quickly:

* Try first to contact the person you originally dealt with. If they can't help, say you want to  
   take matters further. Ask for details of the official complaints procedure and the name of the
   person who will be handling your complaint.

*It can be best to put your complaint in writing. Or you can make your complaint by phone –
  but make sure you ask for the name of the person you speak to and their job title. Keep a
  note of this, with the date and time of your call – and what was said. You may need to refer
  to this later.

*Try to stay calm and polite, however angry or upset you are. This will help you to explain your
   complaint as clearly and effectively as possible.

*If you are putting things in writing, write "complaint" at the top of your letter. And make sure
   you include important details like your customer number or your policy or account number.

*Keep things brief and to the point. Set out the facts clearly and in a logical order. Say why
  you're not happy and what you want the business to do about it. This will make it easier for
  them to look into the problem and sort things out.

*Send copies of any relevant paperwork that you believe backs up your case. Keep a copy of
  any letters between you and the business. You may need to refer to them later.

*Don't always expect immediate results – some complaints may take time to investigate
  properly and resolve.


EXERCISE: The sentences below come from a letter of complaint but are in the wrong order. Put them in the right order and number them 1 – 10.

(A) __ They then smashed a mirror and two vases as they were carrying the dresser upstairs.
(B)  __ Naturally, I expect a complete refund and compensation for the damage ceased by the  
       deliverymen.
(C)  __ I am writing to you about the antique dresser in I brought from your furniture
       showroom on September 18.
(D) __ When they finally got it into the bedroom I noticed that the wood on one side was
       badly scratched.
(E)  __ Dear Sir or Madam,
(F)  __ I would be grateful if you would send someone competent over to pick up the dresser
       as soon as possible. 
(G)          __ I look forward to hearing from you. Sincerely ………
(H) __ I insisted that they take the dresser back to the showroom because of the condition it
       was in, but they refused and told me to get in touch with you.
(I)   __ As arranged, it was brought to my house by your delivery service on the day following
      the purchase.
(J)  __ As the men were carrying it into the house they broke a panel off the front door.


                                                                                               
ANSWERS: 
MAKING A COMPLAINT

EXERCISE: The sentences below come from a letter of complaint but are in the wrong order. Put them in the right order and number them 1 – 10.

(A)   5  They then smashed a mirror and two vases as they were carrying the dresser
     upstairs.
(B)   8  Naturally, I expect a complete refund and compensation for the damage ceased by
     the deliverymen.
(C)   2  I am writing to you about the antique dresser in I brought from your furniture
     showroom on September 18.
(D)   6  When they finally got it into the bedroom I noticed that the wood on one side was
     badly scratched.
(E)    1  Dear Sir or Madam,
(F)    9  I would be grateful if you would send someone competent over to pick up the
    dresser as soon as possible. 
(G)  10 I look forward to hearing from you. Sincerely ………
(H)   7  I insisted that they take the dresser back to the showroom because of the condition
    it was in, but they refused and told me to get in touch with you.
(I)     3  As arranged, it was brought to my house by your delivery service on the day
    following the purchase.
(J)     4  As the men were carrying it into the house they broke a panel off the front door.

TO PRINT

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