General Training Writing Task 1 · formal · complaint

Letter to shop manager regarding faulty kitchen equipment

You recently bought a piece of equipment for your kitchen but it did not work. You called the shop but no action was taken.

Write a letter to the shop manager. In your letter:

describe the problem with the equipment
explain what happened when you called the shop
say what you would like the manager to do

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

Band 8 sample letter

Dear Sir or Madam,

I am writing to express my dissatisfaction with a 'ChefPro' stand mixer I purchased from your store on 12 October. Unfortunately, the appliance is defective and has failed to function since I attempted to use it for the first time yesterday.

Upon plugging in the device, the motor emitted a high-pitched grinding noise and an acrid smell of burning plastic immediately filled the kitchen. Despite following the troubleshooting guide in the manual, the beaters failed to rotate entirely, rendering the machine completely unusable for my baking needs.

I contacted your customer service department by telephone this morning to report the issue. The representative I spoke with was dismissive, suggesting that I had likely misused the product, and ultimately refused to offer a replacement or a refund, claiming that once the box is opened, the item is non-returnable. This response was incredibly unhelpful and inconsistent with consumer rights.

I request that you arrange for a full refund or a functional replacement to be delivered to my home immediately. I have attached a copy of my receipt for your reference and look forward to a prompt resolution.

Yours faithfully,

Julian Thorne

193 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 sophisticated, consistent formal tone and precise vocabulary. A common Band 6 mistake is failing to mention the specific details of the phone call or using overly aggressive, informal language that undermines the professional nature of the complaint.

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

defective: Having a fault or failing to work correctly
acrid: Having a strong, bitter, and unpleasant smell
rendering: Causing something to be in a certain state
dismissive: Showing that something is not worth considering
inconsistent: Not staying the same or in agreement
resolution: The act of solving a problem or dispute

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

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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.