Look at the following example of a formal letter of complaint. Key words and expressions are highlighted in bold.
Dear Sirs,
I am writing to complain about a package holiday in Dubai that I booked with your company and from which I have just returned. Such was my disappointment with the holiday that I am demanding a full reimbursement of the £700 that I paid via your website on 17 May 2009. I am convinced that you will consider my demand to be totally justified when you read the following facts, which would put any reputable travel company to shame.
The outgoing flight from Heathrow Airport on 2 June, was delayed by some three hours and no effort whatsover was made by your representatives to keep us informed of the expected take-off time, nor was any explanation given for the delay. Moreover, in spite of the length of the delay, when we finally boarded the plane, which seemed to be old and poorly maintained, we were treated somewhat rudely by the cabin staff. To make matters worse, there was no in-flight entertainment and the in-flight meals were neither tasty nor fresh.
However, the most disappointing aspect of the holiday was the Beach View hotel, which your website described as a "luxurious palace with stunning sea-views, a private beach, superior comfort and haute cuisine". Firstly, I would like to draw your attention to the fact that the Beach View has neither a beach nor a view, unless your consider a series of office blocks to be a desirable view. Secondly, your description of the hotel as being "luxurious" is outrageous since the hotel offers rather basic three-star accommodation and is clearly designed for low-budget travellers such as students and junior sales reps. As for your description of the hotel restaurant as "haute cuisine", this is a downright lie which merits the attention of the Serious Fraud Office, as does your dishonest claim that the hotel has a private beach.
Given the serious nature of the facts that I have outlined above, I should be grateful if you would reimburse me the full cost of this disasterous holiday within seven days. Should you require any further information about my unpleasant experiences, both on the outgoing flight and in the hotel, do not hesitate to contact me.
I look forward to hearing from you.
Yours faithfully,
John Spears
