IELTS formal letter: Complaint about a late, damaged delivery

Formal letterComplaint · General Training

The task

You recently ordered a piece of furniture from an online shop. It arrived late and was damaged. Write a letter to the customer service manager.

In your letter
• give details of your order
• describe the problems with the delivery
• say what you would like the company to do

Write at least 150 words. You do NOT need to write any addresses at the top of your letter.

Begin your letter as follows:
Dear Sir or Madam,

Write your letter

Then get an estimated band, with checks on every bullet point, your tone and the letter format.

0 words · 150 more to reach 150

Write your own letter first, then compare. Reading a model before you write tends to make you copy it.

The plan

Purpose: say what you are complaining about, in one sentence.
Bullet 1: what, when, the promised date.
Bullet 2: the two problems, late and damaged, with detail.
Bullet 3: the action wanted, with a deadline.
Close: a polite line and a formal sign-off that matches “Sir or Madam”.

Model letter

171 words

Our checker: 8.0Task 8Coherence 8Vocabulary 7Grammar 8

Dear Sir or Madam,

I am writing to complain about a bookcase I ordered from your website, which arrived both late and damaged.

I placed the order, number 48213, on 2 September and paid an additional £15 for express delivery, as the confirmation email promised that it would reach me within three working days. I chose this option because I needed the bookcase for a new flat.

Unfortunately, the item was not delivered until 16 September, almost two weeks later, and I had to take two days off work waiting for drivers who never came. When the package finally arrived, the box was torn, one of the side panels was cracked and several screws were missing, so the bookcase cannot be assembled safely.

I would therefore like you to collect the damaged item and send a complete replacement within the next seven days. I would also appreciate a refund of the express delivery charge, since that service was not provided.

I look forward to your prompt reply.

Yours faithfully,
Daniel Okafor

The highlighted paragraph states the purpose; each paragraph after it covers one bullet point. Scored by the MyBandPrep checker on 7 October 2026. An estimate, not an examiner’s mark. How scoring works

Why it works

Task Achievement: Each bullet point gets its own paragraph and is extended with specifics: an order number and dates, two concrete faults, and an action with a deadline. The purpose is clear from the first sentence.
Coherence and Cohesion: One idea per paragraph in the order of the bullets. Linking is light and natural: Unfortunately, When…, therefore, since.
Lexical Resource: Precise, formal vocabulary for a complaint: placed the order, additional, assembled safely, prompt reply, a refund of the express delivery charge.
Grammatical Range and Accuracy: A range of complex sentences, including relative clauses and reasons, with a passive where it suits (was not delivered) and accurate past tenses throughout.

Phrases worth reusing

I am writing to complain about
I would therefore like you to
I would also appreciate
I look forward to your prompt reply.