Formal emails and letters
Write effective formal emails: complaints, requests and applications with the right openings, structure, tone and closings.
In this lesson you will
- Use formal openings and closings
- Structure complaints and requests
- Make requests politely and firmly
Learn
Openings: Dear Mr/Ms Smith (known name) → Yours sincerely; Dear Sir or Madam (unknown) → Yours faithfully (UK). Kind regards / Best regards is common in modern business email.
Purpose first: I am writing to complain about… / to enquire about… / to apply for… Then give details, then state what you want.
Polite but firm requests: I would be grateful if you could… I would appreciate it if… Could you please…? I trust this matter will be resolved promptly. I look forward to hearing from you.
Tone: no slang or contractions; be specific (dates, order numbers); stay calm even when complaining — facts are more persuasive than anger.
Examples
- I am writing to complain about the delay to my order (no. 48213).
- I would be grateful if you could send a replacement.
- I would appreciate a full refund.
- I look forward to hearing from you. Yours faithfully, …
Vocabulary
enquire
ask for information (formal)
refund
money paid back
promptly
quickly, without delay
replacement
a new item instead of a faulty one
grateful
thankful
Practice
“Dear Sir or Madam” ends with…
Speaking
Role-play: call a company to make a formal complaint about a faulty product, stating the problem, the details and what you want.
Writing
Write a formal complaint email (150–180 words) to a hotel about problems during your stay, asking for a partial refund.
- ☐ Formal opening
- ☐ Purpose in the first line
- ☐ Specific details (dates, room)
- ☐ Clear request
- ☐ Polite, firm tone
- ☐ Correct closing
Lesson quiz
“Dear Ms Patel” ends with…
Review
Key points
- Opening/closing pairs.
- Purpose in the first line.
- Polite, firm requests.
- Specific, calm, formal.
What you learned
- ✓ I can write formal emails.
- ✓ I can complain and request effectively.
- ✓ I use the right tone.