PORTFOLIO

ENGLISH FOR BUSINESS CORRESPONDENCE (EWC662)

LECTURER NAME : SIR ROSDIN BIN ROSLY

GROUP : NACAB9C

NAME ID NO.
NURHANISA NABILA BINTI NORHAN 2017998309
SITI UMIRAH BINTI MOHD AKHIR 2017910035
NORDINA KAMALIA BINTI SAIHO 2015451102
PART A: NOTES ON QUALITIES OF GOOD BUSINESS

1. QUALITIES OF GOOD BUSINESS

Business letters are more formal compared to personal letters. Although the letters are formal,
the tone of the letter should still be warm and in a positive nature. In writing a response to an
unpleasant situation, the language used should be polite and not threatening. There are several
qualities of a good business letters, as shown below:

a) Clarity

Clear thinking and simple expression are the two important virtues of effective writing. A
good letter should show its idea directly and clearly. Each sentence should be as simple
as possible. The reader should have no difficulty in understanding what the writer means
to say. When the reader gets the same meaning from the-message as what the sender
intended, it is a good letter.

b) Conciseness

Transmission of maximum information by using minimum words should be the aim of

letter-writing. Unnecessary details and roundabout expressions should be avoided.
People are busy and they receive a number of letters daily. Unless one says quickly
what one wishes to say, he will not be able to get the attention of the reader and focus it
on the message. Therefore, a letter should be simple and brief.

c) Completeness

The letter should contain all the essential points a reader is expected to know. For
example, a sales letter should include the description of the goods, price, quality, how
and where to buy, the date of delivery, discounts etc. If it gives only partial information, it
is not a complete letter.
 d) Correctness

The correctness demands no error at all in grammar, idiom, spelling, and punctuation.
Besides, the information given in the letter must be accurate; otherwise it will shake the
confidence of the reader. The message should not be transmitted unless the sender is
sure of its correctness.

e) Courtesy

Courtesy means politeness. It always pays to be courteous in business. It softens the

sting of an unpleasant piece of information, creates goodwill and produces a favourable
response. Goodwill is a great asset for an organisation and courtesy in correspondence
is one of the most natural and economical means of building it.

f) Appropriateness

Appropriateness refers to writing or replying letters keeping in mind the relation and
psychology of the reader as well as the need of the occasion. The tone, style and
language should be changed according to the occasion.

Example of Business Letter 1:

Rosa Gomez
Sr. Project Manager
Crane & Jenkins
555 Apple Lane
Seattle, WA
555-111-9999
rgomez@candj.com

July 1, 2025

Martin Love
Sr. Data Analyst
Cloud Clearwater
100 Orange Circle
Seattle, WA

Dear Mr. Love,

It is my pleasure to strongly recommend Wendy Jones for the Jr. Data Analyst role with Cloud
Clearwater. I am Rosa Gomez, a project manager at Crane & Jenkins. I have 12 years of
experience working in the tech industry and have seen many young professionals come and go.
Ms. Jones is one individual I have worked with who uniquely stands out.

During our time together, Wendy displayed great talents in data analytics. When we first met, I
was immediately impressed with Wendy, but during the time worked together, her
understanding of analysing data to achieve results for our company grew far more than that of
her peers.

It’s not just her technical skills that impress me, however. Wendy was a joy to work with
because of her amazingly positive attitude and ability to communicate across teams. Her focus
and attention to detail were also necessary and valued not just by myself, but by her peers, who
often relied on her to get the job done.

I am absolutely confident that Wendy would be a great fit at Cloud Clearwater. Not only will she
bring the kind of skills and experiences you’re looking for in an applicant, she will quickly
become an asset and help your company grow in any way she can.

If you need more information or specific examples, please do not hesitate to contact me at 555-
111-9999. As a recommendation letter likely only provides a snapshot of her talents and
achievements, I would be happy to further elaborate on my time working with her.

Sincerely,

Rosa Gomez
Sr. Marketing Manager
Example of Business Letter 2:

Janice Grayson
Human Resources Director
Grant Technologies
452 Hollow Farm Road
Danbury, CT 06811
203-679-9034
jgrayson@granttechnologies.com
Nov. 6, 2019

Bernie Glover
Senior Project Manager
BG's Marketing Agency
792 Fleetway Drive
Mahopac NY 10541

Dear Mr. Glover,

I am writing this letter to verify that Philip Smith has been employed at Grant Technologies for
two years in our marketing department. He began to work here on Nov. 6, 2017.

If you need any additional information, please contact me at 203-679-9034.

Best regards,

Janice Grayson
 2. FORMAT FOR MEMO

A memo is actually short for Memorandum. It is one of the most used means of official
communication in the business world. Its main purpose is to serve as a reminder or to give
some instructions. Again, these like circulars are a means of mass communication, i.e. to
communicate with a large number of people within the organization.

Usually, we write a memo is for one of the following five reasons:

i. As a reminder
ii. Highlight an event or circumstance
iii. To recount an event
iv. Keep an official record of anything
v. To pass information or instructions

a) Heading

After the name and address of the company (which is on the letterhead) we type the
word “Memo’ or ‘Memorandum’ at the top of the page in the center.

b) Recipient

Address the recipients in the correct format, Example ‘To: All Employees of the Sale
Division’

c) Writer

Write the name of the person writing the memo, Example – ‘From: Mr. ABC, Head of
Sales’

d) Additional Recipients

These are the people who will receive a courtesy copy of the memo. We don’t address the
memos to them, but we keep them in the loop.
 e) Date

The date of writing the memos is an important detail that one must include.

f) Subject Line

This will give the reader a brief idea about the information in the memos. The line must
be brief, precise and to the point. Example – Subject: Meeting of all employees of the
Sale Division.

g) The body of a memo

This is where all the information is contained. A formal salutation is not required in a
memo. Just relay the necessary information with clarity and precision. The body must
not be too long. The ending must restate the issue and end on a positive note.

h) Proofread

Finally, proofread the memo before sending it.

Example of Memo 1:

MEMORANDUM

To: All Employees of the Accounting Department

From: Mr. XYZ, Head of Accounts

CC: Ms. ABC, HR Department

Date: 25 October 2018

Subject: Compulsory Training wrt to the New Software

As you are all aware, we have recently adopted new accounting software at the company. The
decision was taken to improve our accounting procedure and make it more time and cost efficient.
A training seminar will be held on 5th November 2018 at 9 am to familiarize the staff with the new
software. This is done to make the transition between the software as easy as possible. All
employees of the department are required to attend.

Example of Memo 2:

MEMORANDUM

To: Computer Programming Division

From: Vice President Lumbergh

Date: February 19, 2016

Subject: Attaching cover sheets to TPS reports

This is to remind the division that, starting today, we are now filing all Testing Procedure
Specification (TPS) reports with new cover sheets.

The reason for this change is simple. In addition to a new format, the cover sheets provide a
summary of the report as well as the updated legal copy. The new cover sheets also include
Initech's new logo.

Though this change may initially seem like a headache and an extra step, it is necessary to
include the new cover sheets due to their updated information. Failing to do so will result in a
confusing and inaccurate product delivered to our customers.

Please be sure to follow this new procedure.

Best regards,

Vice President Lumbergh

3. FORMAT FOR E-MAIL

Email stands for electronic mail. It is the easiest and the cheapest way of communication. It
is used in formal, semi-formal as well as an informal way of expression or writing.

Emails are of three types:

i. Semi-Formal email

ii. Formal email

iii. Informal email

The email writing format is the same for each of the categories. Though the choice of words
and language differ depending upon the type of email. One can use friendly and casual
language in informal emails. The language used in formal emails should be professional,
clear, and formal.

I. Semi-Formal Email

An email written for any teammates or colleague is the semi-formal email. One can
use friendly language but have to maintain the limit and the decency. The length,
proper greetings and closing and clarity are some of the rules of the semi-formal
emails.

Example of writing a letter to inform my classmates regarding intra-college quiz

competition;

To: XYZ

CC/BCC:

Subject: Intra-college Quiz Competition.

Hello Everyone!
This is to inform you guys that an intra-college quiz competition is going to be held in our
college on Nov 25 from 11:30 am in Hall – 01.

Everyone is therefore asked to take part in the competition so that our department can win.

For further queries, feel free to contact me.

Thanks

NHN

(Class Representative)

II. Formal Email

An email written for business communication or professional use comes under this
category. The email written for any government department, school authority,
company or any officers are the formal emails. Use of polite and formal words, the
reason for writing mail, clarity, proper greeting and closing are some of the rules of
the formal email.

Example of writing an email for resignation.

To: XYZ

CC/BCC:

Subject: Resignation Letter

Dear Sir,

Please accept this mail as a notice that I am leaving my position with this organization. As
per the norm of the company I’ve to give a month notice before resigning. I hope you will get
a good replacement for me within this time period.

I really appreciate the opportunities that I have been given to me to help me grow. Wish you
and the company the best in the future.
Please let me know what to expect as far as my final work schedule and the employee
benefits. Please let me know in case of any assistance for the above.

Kindly look into the matter.

Thanks and Regards

NHN

(Project Head)

III. Informal Email

An email written for any friends, family members or relatives comes under this category. Use
of polite, friendly and casual words along with proper greetings and closings are some of the
rules of the informal emails.

Example of writing an email to my friend inviting him or her to my birthday party;

To: XYZ

CC/BCC:

Subject: Invitation to a birthday party

Hi XYZ!

Hope this mail finds you in the best of your time. I am very happy to invite you to my
birthday party on Nov 03 at ABC Hotel from 7:00 pm to 10:00 pm. The theme of the birthday
party is ‘Pirate of the Caribbean”.

It would be great if you come and join us at the party. We will have a great time and fun
together.

See You Soon

NHN
 4. FORMAT FOR BUSINESS LETTER

1. Heading

Many business organisations use printed letter head for business correspondence. The
letterhead contains the name, the address, the line of business, telegraphic address,
telephone numbers, telex numbers, e-mail address etc.

2. Date:

The date should be indicated in the upper right hand corner of the letter sheet. It is generally
written two or three spaces below the last line of the letterhead.

There are two methods of indicating the date:

(i) In the order of day, month and year — 10 July 1999.

(ii) In the order of month, day and year — July 10, 1999. Both methods are acceptable.

It is advisable to write the names of the month in full.

3. Inside Address:

The inside address consists of the names and address of the person or firm to whom the
letter is written. It is generally written two spaces above the attention line and two spaces
below the level of date. If there is no attention line it is given above the salutation in the left
margin. The full address, i.e., the name of the person, firm, street, road etc. should be
written as indicated in the source you got the address from. The details should not be
abbreviated.

While addressing a firm, ‘Messers’ is used before the name. If the firm bears personal title,
messers should be used. If the letter is addressed to an officer by name write Mr. or Shri
before the name. If the officer is an unmarried woman add Miss and if married Mrs. or Smt.
before her name.
4. Attention Line:

When a letter is addressed to a company so that it should reach a particular office by name
or a particular department, then attention line is typed below the inside address. This line is
generally underlined.

5. Salutation:

Salutation means greetings. It shows the respect or affection or politeness which you
introduce in a letter. The choice of salutation depends upon the personal relationship
between the writer and the reader. It is placed two spaces below attention line or two spaces
below the inside address. While addressing a firm, company or a club, etc. use ‘Dear Sirs’.

6. Subject:

The purpose of subject line is to let the reader know immediately what the message is
about. By seeing this the reader can understand at a glance what the letter is about. The
usual practice is to type this line in a double space between the salutation and the first line
of the body.

Dear Sirs,

Subj.: Payment of Bill.

7. Reference:

In a reply to an earlier letter reference numbers, date etc. may be mentioned below the
subject. Subject and reference must be separate and must stand out clearly to get the
attention of the reader.

8. Body of the letter:

The body is the most important part of a letter. The purpose of this part is to convey the
message and to produce a suitable response in the reader. It is, therefore, important to
organise and arrange the material very carefully.
Generally, the body consists of the following:

(i) Opening paragraph.

(ii) Main paragraph.

(iii) Closing paragraph.

The opening paragraph should be written in such a way that it attracts the attention of the
reader and makes him go through the letter.

The main paragraph contains the subject matter. It should cover all the relevant points which
the writer wants to convey. It should be written in simple, clear and unambiguous terms.

The closing paragraph should indicate the expectations, intentions and wishes of the
sender.

9. Complimentary close:

The complimentary close is a polite way of ending a letter. It is typed two spaces below the
last line of the body of the letter.

10. Signature:

Signature is the assent of the writer to the subject-matter of the letter. It is placed below the
complementary close.

11. Enclosure:

Sometimes, papers such as price list, catalog, draft may be attached to the letter. This is
indicated after the signature and at the left hand margin. Generally, the abbreviated form
“End.” is typed against which the number of enclosures is indicated.
Example of Business Letter :

Ms. Tanya Smith, CEO

Acme Corp.
12345 Acme Ave.
Minneapolis, MN 55410
(612) 555-2368

June 1, 2018

Mr. Oscar Wilde, VP of Sales

NewTech
9876 NewTech Way
San Jose, CA 95113

Dear Mr. Wilde:

I would like a free consultation about NewTech’s cloud-based sales management software.
Acme Corp. is a fast-growing manufacturer (20% annual revenue growth over the past five
years). We want to continue to grow, and NewTech’s software seems like a product that
might take our sales team to the next level. I want to explore with you whether NewTech
software is a good fit for Acme.

I look forward to speaking with you at your earliest convenience.

Sincerely,

Tanya Smith, CEO

Enclosures: Acme Corp. brochure

PART B

Memo of Enquiry

A memo letter informing the Office Manager about the purchase of office chairs. 

Summit Steel Company Ltd.

18, Karawn Bazar, Dhaka 1218

Interoffice Memo

Date            : 15 August, 2014

To               : Office Manager

From            : Zahirul Islam, Purchase Officer
Reference     : 216/BM

Subject        : Purchase of Office Chairs

As desired, the order for the supply of 500 office chairs has been placed with Navana
Furniture Mart, 16 Jatrabari, Dhaka 1204. The chairs will be supplied in two lots of
250 each on 26 and 30 August, 2014.
E mail of Enquiry

To: name@email.com

From: name@email.com

Subject: Business Inquiry Letter

Dear _________ (name of the receiver),

We would like to buy a lot of ___(product). We would like to see your company
catalogue which has details of all the products that you manufacture. We will go through
it and see if any products meet our requirement.

We have a huge requirement, and we hope that you will be able to meet our demands.
We are in search of ____(your requirement). We would also like to know if you make a
custom-made product as per the requirement within a stipulated time.

In case we like your designs and products we would like to place an order, and we
would work out the pricing in person. We could send one of our representatives from
our end to oversee the products and finalize the price.

We shall discuss the further matter after you send the catalogue. In a case of any
queries, feel free to contact me.

Yours sincerely,

____________

(Name)
Letter of Enquiry

From,

Rhett Butler,
Pearson Litt Firm,
Mystic Falls.

Date: 11 March 2017

To,

Ashley Wilkes,
KASH Furniture,
Mystic Falls.

Subject: Business Enquiry Letter

Dear Mr Wilkes,

We have recently opened our new office in Mystic Falls, and we would like to buy a lot
of wooden furniture which includes tables, chairs, and desks. We would like to see your
company catalogue which has details of all the furniture that you Manufacture. We will
go through it and see if any products meet our requirement.

We have a huge requirement, and we hope that you will be able to meet our demands.
We are in search of modern, compact and sturdy furniture for our office. We would also
like to know that if you make furniture on demand or if you could design new furniture
for our office as per the requirement within a stipulated time.

In case we like your designs and products we would like to place an order, and we
would work out the pricing in person. We could send one of our representatives from
our end to oversee the products and finalize the price.

We shall discuss the further matter after you send the catalogue. In the case of any
queries, feel free to contact me.

Thanking you.
Yours truly,
Rhett Butle

Email Reply to Enquiry

Dear Rachel,

Thank you for your interest in our coconut oil. We are excited to hear from you. In
response to your enquiry, please find attached to this email our product
catalogue. We hope the information provided in it answers your query. However,
please do not hesitate to contact us for further clarification if need be.

We look forward to your patronage.

Best wishes,

Antonio McGuire

Regional Manager, Rainbow Farms

Letter Reply to Enquiry

Subject: Re: M Company | Product inquiry: Frozen mango puree

Dear Ms. Vu,

First of all, we would like to express our thanks for your interest in
our frozen mango puree product.

Regarding your inquiry, we are happy to provide you our Frozen

mango puree product brochure and our Wholesale price list. Please
note that the brochure included all the information you asked for.
Both items are attached at the end of this email.

In addition to the items above, we have also enclosed a Frozen

mango puree catalog (presenting different types of mango
available) and our Logistics guideline of this product. We believe
that this will be of help to you.

We hope our response has satisfied your request. Should there be

any question, please feel free to contact us. We look forward to
hearing from you.

Yours sincerely,

Mia Nguyen.

Sales Department | A Company

Memo of Procurement

To: Department Head or Dean

From: Venis Manigo, Director of Procurement

Subject: University Department Signature Approvals

Date: May 27, 2008

Purchase Requisitions and Direct Expenditure Vouchers sent to the Purchasing Department
must have signatory approval. In order for Purchasing to verify the authorized signature(s),
each Department Head or Dean must send to the Purchasing Department an up-to-date
listing of the personnel designated to sign and commit funds for their department. Please
complete and return via Campus Mail the original form below to the Purchasing
Department by June 6, 2008. You may duplicate the form if additional space is needed.

Thank you for your assistance and cooperation in this most important matter.
Email of Procurement

Dear Mrs. Maddox,

With reference to our telephone conversation on 5th January 2020 on the inquiry of

office chairs, we would like to confirm that the order for 50 office chairs has been
approved. We hope that you begin production immediately as we wish to have them
delivered on 5th February 2020 to our office address 4 Longfellow Ave. Severn, MD
21144.

Please find the specifications of the order below.

Item Color Piece Amount

Conference Chair Black 10 $70 Per

Executive Chair Maroon 5 $80 Per

Ergonomic Chair Black 10 $100 Per

Guest Chair Brown 5 $60 Per

Stacking Chair Silver 10 40 Per

Please see the check for $20,000 attached herewith, we would appreciate if you
confirmed receipt. The remaining payment will be paid upon delivery. Kindly also see
the terms and conditions for the order attached for your reference.

If you have any questions or there is any other information required, please contact me
through millard.yates@iusd.com. Please handle this order with priority as the goods are
required urgently.

We hope for a long business relationship with your company. Thank you.

Best regards,

Millard Yates
Letter of Procurement

To,

Mr. Michael Pereira

ABC Auto Spares Pvt. Ltd.
South Avenue

Date:_________ (Date on which letter is written)

From,

Peter Braganza
Marketing Head
ANC Automobiles
South Avenue

Sub: Purchase order letter

Dear Mr. Pereira,

With reference to our meeting on 14th December, we would like to inform you that the
order of 20000 horn covers has been approved. You have to deliver the same in 30
days. Please find below the details on color and number of pieces:

Item                             Color                           Piece                            Amount

Horn Covers                Grey                            10000                          $250 per piece

Horn Covers                Beige                           10000                          $250 per piece

I am enclosing a cheque of $ 20000 as advance payment. Rest payment will be made
after delivery.

Please feel free to contact me if you need any sort of clarification. Please dispatch the
goods latest by 14th January.

We hope to have a long term business association with you,

Yours truly,
___________

Peter Braganza

Email Reply of Procurement

Dear Mrs. Thatcher,

Thank you for your inquiry about Apple Stores. Find attached herewith some literature
on our products including the products in alpha development stage. I have also included
a sample username and password for you to try out the products that catch your fancy.
Please, do not hesitate to call me if you have further questions. I will be glad to have
you as a customer.
Sincerely,
Letter Reply of Procurement

Star Trading co. Ltd

Station Road, Chittagong

10th March 2012

Purchase Manager
EYE VIEW ELECTRONICS
12, Bijoy Sharani, Tejgaon, Dhaka

Sub: Execution of Order dated March 1st 04

Dear sir,

We are pleased to inform you that we have dispatched your Ordered 500
TV sets as per your specifications. Those TV sets have been
manufactured with the best technology and delivered through Karnaphuli
express Train having special packaging. We hope our product will meet
your satisfaction.

As the credit terms are 2/20, net 40, we will appreciate proper remittance
from you. For your convenience, we have sent Invoice and Railway
Receipt (RR) through standard chartered Bank, Station Road Branch,
Chittagong. You can receive’ such documents from Standard Chartered
Bank, Head office, Dhaka

 We thank you for this order and hope to be benefited from your further
order-in consideration of the quality of our product, please confirm the
arrival of goods sharply.

We assure you of our best services and cooperation at all times.

Yours faithfully,
Probir Roy
Sales Manager
Star Trading co Ltd.

PART C- SAMPLES OF BAD MESSAGE LETTERS (COMPLAINTS AND RESIGNATION)

COMPLAINT

15. MEMO OF COMPLAINT

Sample 1

SAMPLE MEMO REGARDING EEO COMPLIANCE CONCERNS

(This is for sexual harassment and for harassment or discrimination based on race,
color, religion, sex (including pregnancy, gender identity, and sexual orientation),
national origin, age (40 or older), disability or genetic information)

On letterhead, interoffice memo format, or via e-mail

CONFIDENTIAL

To: Your Supervisor

(Include any others on this list to whom this memo should be addressed.)

From: Your Name

Date:

Re.: Concerns about (Company)’s Compliance with EEO Laws

I am compelled to express concern about how we at (Company) handle issues related to
EEO and Sexual Harassment Prevention Laws.

As you know, the EEOC has determined that if a workplace environment is such that
employees are afraid to make complaints; this environment can contribute substantially
to a viable retaliation claim. Additionally, now any employee who participates in an
investigation is also protected from retaliation. Additionally, we have a responsibility to
investigate complaints promptly, thoroughly, and soundly. Just as important, we have a
legal responsibility to prevent any harassment, discrimination, and/or retaliation based
on any category protected by our city, state, and federal laws.

I am concerned about how the recent situation with (employee’s name or complaint) is
being handled. Unless I am unaware of additional information or documentation related
to this matter, I recommend that we revisit this situation and seek technical EEO and
Sexual Harassment Prevention (SHP) assistance to ensure that we at (Company) have
not made any errors in violation of any aspect of EEO law.

If we learn that any errors have been or are being made, I recommend that we
remediate those as soon as possible. Moving forward, I recommend that we consider
implementing a decision-making protocol that will include technical assistance
consultation from no-cost government or SHRM resources to prevent errors in the future.
Additionally, I recommend that all persons involved in EEO complaint-receipt,
investigations, or determinations attend formal training on EEO and SHP compliance
issues. I will follow this memo up with a list of quality upcoming available trainings in our
area or via webinar.

We share a collective responsibility to ensure (Company)’s compliance with EEO laws

and training requirements. I know we share a commitment to prevent liability exposure
for (Company) as well as personal liability exposure.

The resources below are free and available to us to use at any time. My membership in
SHRM provides free information, white papers, case-law information, and cutting-edge
research capabilities along with toolkits for how to best handle EEO and SHP-related
issues. I recommend that we use these resources in the future to ensure legally
complaint decision-making processes related to EEO and SHP issues.

http://www.eeotraining.eeoc.gov/viewpage.aspx?ID=030b9cb8-8e56-433c-a410-
cc94ccb64b3a

http://www.eeoc.gov/outreach/index.htm

http://www.shrm.org

http://www.workplacefairness.org/resources

I know we share a strong commitment to the consistent application of all (Company)’s

policies as well as legal compliance with all relevant city, state, and federal laws related
to EEO laws.

Additionally, I know we share an awareness of the importance of precedent in our

decision-making processes and our handling of EEO issues in a legally complaint
manner.

Sample 2

To: Cynthia Gilbert, Director of Marketing

From: Dick Butler, Manager of Engineering
Date: August 7, 20--
Subject: No-Show Yesterday

As you may recall, yesterday, you scheduled a camera crew to film the promo piece in
Engineering….or maybe you DON’T recall. We were there, but they weren’t, and at a
considerable waste of our time. Work literally ground to a halt while we prepared, then
waited, for your people to show up. I tried calling your assistant, who didn't have a clue
about the shoot.
 The truth is, I wasn’t particularly eager to arrange this thing to begin with (it was
corporate’s idea), but I realize the benefit of promoting the important work we do here,
especially with the launch of our CovertII joint venture with the Army. That said, do you
plan to reschedule? If you do, rest assured I’ll have my assistant call to confirm you’re
actually coming, so we don’t go to all the trouble we did yesterday.

Incidentally, I'm interested in publicizing projects some of our managers have just
completed. I assume your office would be responsible for that? Who do I need to talk to
in order to get something in the company newsletter?

Annotation: This memo fails (badly) in its point and plan. The writer's point seems to be
to vent, yet he ends by making a request. The writer's tone isn't likely to motivate the
recipient to grant the request. To see how this memo could be improved, see its revision.

16. EMAIL OF COMPLAINT

Sample 1

From: My Name and email (myname@myemailprovider.net

Subject: (short description of your complaint
Date: Most email programs enter this field automatically
To: (enter the email address of the person you are contacting)
CC: (local consumer group) (appropriate government agencies)

Dear (title) ____:

I wish to complain about ____ (name of product or service, with serial number or
account number) that I purchased on ____ (date and location of transaction).

I am complaining because ____ (the reason you are dissatisfied). To resolve this
problem I would like you to ____ (what you want the business to do).

When I first learned of this problem, I contacted ____ (name of the person, date of the
call) at your company, and was told that nothing could be done about my problem. I
believe that this response is unfair because ____ (the reason you feel the company has
 an obligation to you). I would like a written statement explaining your company’s position
and what you will do about my complaint.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not
hear from you within ____ days I will file complaints with the appropriate consumer
agencies and consider my legal alternatives.

I am attaching copies of my receipt or ___________ (other proof of payment or

documentation of complaint).

You may reply to me at this email or call me at (phone number).

Sincerely,

(your full name)

Sample 2

Customer Complaint

To: howard@mail.com
Subject: Complaint regarding cookies and chips with receipt number T 6789
Dear Mr. Howard,
I had purchased a box of cookies and a packet of chips from your outlet located at 23
Regina High Road, New York, New Jersey 4578 on 10th of March 2012. The receipt
number of the purchase is T 6789.
When I reached home and opened the box of cookies I found that they were all crushed
and as a result I could not eat the cookies and throw them in the dustbin. I have been
purchasing products from your outlet since last two years but have never faced such
problem. I am very dissatisfied this time and I want a complete refund of my purchase.
I would be highly grateful if you could look into the matter and make an arrangement for
the refund of my purchase amount. I would request you to take immediate action.
Regards,
Scot Ridley

17. LETTER OF COMPLAINT

Sample 1

Your name
Address
Phone number

Company official
Company name
Company address

Date

Dear (title) ____:

I wish to complain about ____ (name of product or service, with serial number or
account number) that I purchased on ____ (date and location of transaction).

I am complaining because ____ (the reason you are dissatisfied). To resolve this
problem I would like you to ____ (what you want the business to do).

When I first learned of this problem, I contacted ____ (name of the person, date of the
call) at your company, and was told that nothing could be done about my problem. I
believe that this response is unfair because ____ (the reason you feel the company has
an obligation to you). I would like a written statement explaining your company's position
and what you will do about my complaint.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not
hear from you within ____ days I will file complaints with the appropriate consumer
agencies and consider my legal alternatives. I am enclosing copies of my receipt. I may
be contacted at the above address and phone number.

Sincerely,
(your signature)

(Type or print your name)

CC: (local consumer group) (appropriate government agencies)

ATT: (attach and list documentation of your complaint, if any)

Sample 2
56 Disgruntled Street
Somewhere Unhappy
1AM MAD

Customer Service Manager

That Awful Company
Somewhere Awful
UR BAD

June 15, 2016

Dear Sir/Madam,

I am writing today to complain of the poor service I received from your company on June
12, 2016. I was visited by a representative of That Awful Company, Mr. Madman, at my
home on that day.

Mr. Madman was one hour late for his appointment and offered nothing by way of
apology when he arrived at noon. Your representative did not remove his muddy shoes
upon entering my house, and consequently left a trail of dirt in the hallway. Mr. Madman
then proceeded to present a range of products to me that I had specifically told his
assistant by telephone I was not interested in. I repeatedly tried to ask your
representative about the products that were of interest to me, but he refused to deal with
my questions. We ended our meeting after 25 minutes without either of us having
accomplished anything.
 I am most annoyed that I wasted a morning (and half a day's vacation) waiting for Mr.
Madman to show up. My impression of That Awful Company has been tarnished, and I
am now concerned about how my existing business is being managed by your firm.
Furthermore, Mr. Madman's inability to remove his muddy shoes has meant that I have
had to engage the services, and incur the expense, of a professional carpet cleaner.

I trust this is not the way That Awful Company wishes to conduct business with valued
customers—I have been with you since the company was founded and have never
encountered such treatment before. I would welcome the opportunity to discuss matters
further and to learn of how you propose to prevent a similar situation from recurring. I
look forward to hearing from you.

Yours faithfully,
V. Angry

18. EMAIL OF ADJUSTMENT

Sample 1

To: Martin Si (Marin_Si@TTA.com.hk)

From: CustomerService@MTB.com.hk

Date: 20 May 2014

Subject: Re: Complaints about a day trip

Dear Mr Si

Re: Complaints about a day trip 

Thank you for your email dated 18 May, regarding the day trip on 9 May.  We very much
regret that you are so dissatisfied with our service.

We have investigated your complaint about the driver arriving late at the pick-up point. 
The driver has explained that his watch was out of order, but of course, he should have
consulted the office clock, and has been given an official warning not to let this happen
again.  We sincerely apologize for the inconvenience caused to your company and the
tourists.  We will take every step to make sure that this does not occur again.

In the email, you also mentioned that the air-conditioning system only worked
sporadically during the bus trip, making the passengers uncomfortable.  We are terribly
sorry about that.  It is due to the lack of maintenance.  Therefore, after the trip, we
immediately examined and fixed the air-conditioning system and other parts of the bus. 
We have also enforced our policy to examine and fix the buses more frequently.  Please
accept our apology.

I would also like to apologize for not having booking for lunch in the restaurant.  It is our
fault that we did not communicate with the restaurant well.  We should have double-
checked with the restaurant before the trip.  For this, we have already officially talked to
the related staff and let me assure you that it will not happen again.

For your inconvenience, we would like to offer a partial refund to all the passengers, as
you have suggested.  However, before that, I would like to clarify a few points first.

I greatly regret the trouble that your company has been put through due to the delay of
the tour, and I fully understand the dissatisfaction of the passengers, but it is not our
policy to cancel or skip any activity listed on the itinerary.  We admit that the guide might
be a bit impolite.  However, he was just doing his duty to ask the passengers to do some
shopping because shopping at the jewellery shop was listed on the travel schedule.

Therefore, I am sorry we cannot agree to offer a refund amounting to a total of $2,050.  

Instead, we would offer a total of $1,025 to all the passengers.  May I once again
express our regret about the inconvenience caused to your company and all the
passengers, and thank you for taking the time to write to us.  Please do not hesitate to
contact me at any time if you have any further criticisms or suggestions.  We look
forward to serving you again in the near future and guarantee our best services at all
times.

Yours sincerely

Chris Wong

Customer Service Representative

Sample 2

To: Onward & Upward

From: Rick Hart <Rhart@cox.net>
Subject: Raining Chickens and Ducks
Date: August 27, 2008
  
 
Its called foul (fowl) weather and that’s what we were caught in this weekend. That
BREATHABLE RAINEGEAR you sold us last week is a JOKE. Sure, Pro-Tech works
if youre standing still not doing any physical exercise, but your claim that the raingear we
purchased was breathable enough to keep us dry from sweat while were ACTUALLY
HIKING is just FALSE. There was an upside, however. At least the raingear helped
retain our body heat, even if WE WERE DRENCHED TO THE BONE WITH SWEAT
instead of rain, so being wet and warm is better than being wet and cold. Your raingear
SUCKS. While it was raining cats and dogs and whatever, we found a better
solution: its just better to keep that high tech raingear you sold us inside our packs and
get DRENCHED TO THE BONE and just hike with a t-shirt or no shirt at all on. My wife
is pretty cold natured and she just hiked in one of those sport shirt bra type thingies and
was ok most of the time. Then when we got to camp we put that high tech raingear on to
retain some body heat. I know you won’t give us our money back so how bout sending
us some high tech t-shirts to wear when it rains?
 
Rick and Kim Hart

19. LETTER OF ADJUSTMENT

Sample 1

Richard Brooke
8th End Street, London
17th January 2018
Centerville Bicycle Corporation
London

Ref – Complaint dated 15th January 2018

Dear Richard

This is in reference to your complaint dated 15th January 2018. We are very sorry that a
broken bicycle had been delivered to your address. We take these things very sincerely
and can sympathize with you for the inconvenience caused to you due to us.

In the meantime, we would like to replace your bicycle with a brand new bicycle of the
same brand with no shipping costs to you. Our delivery boy will come and collect the
defective product and deliver the brand new bicycle. Also, we would like to gift you a
$100 gift card which can be used in any store, for the inconvenience caused to you due
to us. We hope that you will continue shopping with us.

Thanking You

Yours sincerely
Joe Mendes
PFA – $100 Gift Voucher, it can be used anywhere.

Sample 2
Mr. John Nash
Customer Service Manager
Head Office of Rio Supermarket
Manulo Street
Nottingham, UK
May 17, 2013

Mr. Paul Popon

10 Friedsburg Street
Nottingham, UK

Dear Mr. Popon,

We have received your recent letter dated May 15, 2013 concerning the services in the
Rio Supermarket. Thank you for writing and giving us an opportunity to look into this
matter. It is important to us to know of issues that arise with our customers, as we want
to ensure full customer satisfaction, especially with a long-time client such as yourself.
Mrs. Revera, whose actions are the basis of your complaint, has been a store manager
at the Rio Supermarket for three years. For all the years she has worked, there has been
no adverse incidents connected with her behaviour. We will coverse with her and test
her for professional suitability. In the meanwhile, I would like to assure you of our interest
and concern. We are always anxious to be informed of situations that could adversely
affect good relations with our customers.
According to the information at the office center that made the delivery of cooled chicken
to our stores, the quality of the consignment was proved by the quality experts at the
place of production. All the papers and certificates were filled correctly. We made an
investigation at the store where you bought the spoiled product, which showed the
appropriate storage of cooled products, including cooled chickens. We are sure that a
bad-quality product was delivered by our supplier. We filed a concern with the company
and are waiting for a solution. For the past week, we had no concerns about spoiled
cooled chickens, so it may be an individual case.
We realize that this is a substantial problem, and apologize for the situation that has
evolved. We would like to send you a $100 gift card to purchase any product around the
 United Kingdom. Please accept our apology for this spoiled product. We promise that we
will improve our supplying system with reliable suppliers to avoid this problem from
happening in the future.

Sincerely,
(signature)
Mr. John Nash
Customer Service Manager

20. LETTER OF ADJUSTMENT

Sample 1

Carl Thomas
Branch Manager, Tomato Bank
100 Broadway Lane
New Parkland, CA, 91010
Dear Mr. Thomas,
It is with great sadness and anticipation that I offer my resignation as a loan officer for
Tomato Bank. I know that to move ahead in my career I will need to enhance my
education with a Master’s degree in Business Administration. I will be taking two years
off from my career to get my MBA and get back into the banking industry with a better
position.
Your support and kindness over the past few years have been invaluable to me. I have
learned a great deal from you, especially how to be a successful branch manager. I wish
you nothing but the best of success in the future in every one of your personal and
professional endeavors.
I am willing to give a two-week’s notice if that is what you require. I also understand that
there will be a considerable amount of paperwork to fill out with human resources. If you
need to contact me and discuss this any further, please feel free to call me at 555-323-
6533 or email me at frankhorton@email.com. I appreciate the opportunity to start my
career at Tomato Bank and I will use what I have learned to further my career.
Sincerely Yours,
Frank E. Horton
Sample 2

From,
Jeanne Tripp
447 Collings Avenue
Riverside, CA

Date 20-09-2013

To,
Darren Winslow
CEO Credenza Cosmetics
Riverside, CA

Subject: resignation letter

Dear Mr. Winslow,

Please be informed that I am resigning from the post of Deputy Manager of Finance of
Credenza Cosmetics with effect from 07-10-2013, 30 days from today. Please consider
this as the 30-day notice of resignation as is mandatory per my contract.
You may be aware that in spite of my repeated applications for promotion to the post of
Manager, I was not considered, and I was passed over twice, and people with much less
experience were promoted instead. This is highly frustrating, and I feel cheated. With
over six years of experience, I am more than qualified for the post. I am therefore left
with no option but to tender my resignation.
I am sure you appreciate my stand and will relieve me of my responsibilities on 07-10-
2013, my last working day at Credenza Cosmetics. I trust that my dues will be paid
before that day.

Thanking you

Yours truly
 Jeanne Tripp

REFERENCES

Part A

1. https://www.yourarticlelibrary.com/business/letters/business-letters-meaning-qualities-
and-layout/75906
2. https://courses.lumenlearning.com/technicalwriting/chapter/unt-3_letters_readings-2/
3. https://business.tutsplus.com/articles/how-to-write-a-formal-email--cms-29793

Part B

1. https://www.letters.org/order-letter/purchase-order-letter.html
2. https://www.business2community.com/strategy/how-to-answer-emails-professionally-with-
examples-0197518
3. https://www.pdffiller.com/en/catalog/professional-memo-example
4. https://ejoy-english.com/blog/most-effective-inquiry-response-email/#:~:text=Thank%20you
%20for%20your%20inquiry,for%20information%20about%20our%20service.
5. https://www.woculus.com/seven-sample-emails-respond-customer-enquiry/
6. https://www.letters.org/inquiry-letter/business-inquiry-letter.html#Email_Format
7. http://dailyenglish24.blogspot.com/2013/09/memo-letter-example-sample.html
8. https://www.letters.org/inquiry-letter/business-inquiry-letter.html#Email_Format
9. http://www.businesscommunicationarticles.com/order-letter-sample-and-order-confirmation-
letter-sample/

Part C

1. https://workplacecredibleactivist.wordpress.com/sample-memos-for-sticky-workplace-
scenarios/
2. https://wps.prenhall.com/wps/media/objects/2643/2706981/21ltr1.pdf
3. https://www.consumer-
action.org/alerts/articles/sample_complaint_letter_and_email#:~:text=Sample
%20complaint%20email&text=you%20are%20dissatisfied).-,To%20resolve%20this
%20problem%20I%20would%20like%20you%20to%20____,be%20done%20about
%20my%20problem.
4. https://www.examples.com/business/complaint-email.html
5. https://www.scribendi.com/advice/example_complaint_letter.en.html
6. https://www.doctemplates.net/writing-adjustment-letter-formats/
7. https://answershark.com/writing/business-letters/adjustment-letter/adjustment-letter-
sample.html
8. https://www.findwordletters.com/resignation-letter-with-complaint.html
9. https://www.letters.org/resignation-letter/sample-resignation-letter-with-complaint.html
10. https://www.carmelss.edu.hk/buddingwriters/archives/2007