General Training Writing Task 1 · formal · complaint

Formal complaint regarding invalid train tickets and staff

You recently bought some train tickets for a journey a week in advance. When you went to the station to catch the train, you were told you could not use the tickets and the staff were very unhelpful to you.

Write a letter to the train company. In your letter:

describe the problem you had with the tickets
say why you were unhappy with the staff
suggest what action the train company should take

Write at least 150 words. You do not need to write any addresses. Begin your letter: Dear ...,

Band 8 sample letter

Dear Customer Service Manager,

I am writing to formally complain about a distressing experience I encountered at Central Station last Friday regarding my travel arrangements.

I had purchased two tickets for the 09:00 service to Manchester one week in advance via your website. However, upon arrival at the platform, the automated barrier rejected my tickets. When I presented my booking confirmation to the station staff, I was abruptly informed that the tickets were invalid for that specific service, despite my booking clearly stating otherwise. I was forced to purchase new tickets at a significantly higher price to avoid missing my connection.

My frustration was compounded by the conduct of your employees. Rather than assisting me in resolving the discrepancy, the staff member at the information desk was dismissive and refused to review my digital receipt. They offered no explanation for the error and insisted I step aside, showing a complete lack of professional courtesy during a stressful situation.

I request a full refund for the additional tickets I was compelled to purchase, along with an investigation into why my pre-booked tickets were rejected. I look forward to your prompt response regarding this matter.

Yours faithfully,

Jonathan Sterling

197 words. Names and details are invented; write your own.

Why this scores well

A Band 8 response clearly addresses all three bullet points with a consistent, professional tone and sophisticated vocabulary. A common Band 6 mistake is failing to suggest a specific remedy or solution, often focusing only on venting anger rather than requesting a clear action.

Write to an organisation or someone you do not know: open with Dear Sir or Madam, close with Yours faithfully.
If you know the person's surname, use Dear Mr or Ms and close with Yours sincerely.
No contractions, no slang; polite indirect requests such as I would be grateful if you could.

Useful phrases from the letter

compounded: made a problem or difficult situation worse
dismissive: showing that something is not worth considering
discrepancy: a difference between two things that should match
compelled: forced to do something because of circumstances
distressing: causing anxiety, sorrow, or pain
courtesy: the showing of politeness in one's attitude

Write your own and get a band

Answer this prompt in a timed General Training writing test and get a band for task achievement, coherence, vocabulary and grammar, with the sentences to fix.

Practise IELTS General writing

On your phone? Get the BandLadder app.

Frequently asked questions

Is this letter formal or informal?

Formal. Write to an organisation or someone you do not know: open with Dear Sir or Madam, close with Yours faithfully.

How long should an IELTS General Training letter be?

At least 150 words, and 160 to 200 is the comfortable range. Spend about 20 minutes on it and leave 40 for Task 2, which carries twice the marks.