General Training Writing Task 1 · formal · complaint

Letter to store manager regarding faulty clothing item

You recently bought an item of clothing from a shop. You discovered that it had a fault and returned it to the shop for replacement or refund. However, the assistant told you that this was against the store's policy.

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

explain the problems you have had
ask for a refund or exchange for the item

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

Band 8 sample letter

Dear Mr. Henderson,

I am writing to express my dissatisfaction regarding a jacket I purchased from your High Street branch on 12 October. Unfortunately, upon returning home, I discovered a significant tear along the inner lining and a malfunctioning zip, which render the garment unwearable.

When I returned to the store yesterday to resolve this, the sales assistant refused my request for an exchange or refund. They claimed that store policy prohibits returns on items once they have left the premises, regardless of their condition. I find this stance unacceptable, as the garment was sold in a defective state, which violates my consumer rights regarding the quality of goods.

Given that the item is clearly faulty, I would appreciate it if you could reconsider this decision. I have enclosed the original receipt and photographs of the damage. I would prefer a full refund; however, I am willing to accept an identical replacement if one is available in stock. I look forward to your prompt response regarding how we can rectify this situation.

Yours sincerely,

Jonathan Miller

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

Why this scores well

A Band 8 response clearly addresses all bullet points with a consistent, professional tone and sophisticated vocabulary. The most common mistake for Band 6 candidates is failing to mention consumer rights or provide specific details, resulting in an overly vague or informal argument.

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

dissatisfaction: a feeling of unhappiness about a situation
malfunctioning: failing to work in the correct way
unwearable: not suitable or in a state to be worn
prohibits: formally forbids something by law or rule
defective: imperfect or containing a physical fault
rectify: to put something right or correct a mistake

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.