Writing a Letter of Complaint (B2 First, C1 Advanced)

Writing a Letter of Complaint (B2 First / C1 Advanced)

Writing a letter of complaint is a classic Cambridge task — and a very real-life skill.

Whether you’re preparing for B2 First (FCE) or C1 Advanced (CAE), examiners are not looking for anger or drama. They want clarity, structure, and polite firmness.

If you follow a clear format and use the right tone, this task becomes one of the easiest ways to score well.

Recommended Structure (Letter or Email)

Subject line

State the problem clearly and concisely.

Complaint regarding delayed delivery

Unsatisfactory service on 15 May

Greeting

• If you know the name:
  Dear Mr Smith,
• If you don’t:
  Dear Sir or Madam,

Opening paragraph

Briefly introduce the purpose of your letter.

I am writing to complain about the photocopier I ordered from your company on 21 April.

Details of the complaint

Explain what went wrong, including:

• dates
• times
• reference numbers
• what was promised vs. what actually happened

Keep it factual and organised.

Impact of the problem

Explain how the situation affected you:

• inconvenience
• stress
• financial loss

This shows justification for your complaint.

Requested solution

Clearly state what you expect:

• a refund
• a replacement
• compensation
• an apology

Polite but firm language is key here.

Closing paragraph

Reinforce your request and invite further contact.

Sign-off

• Yours faithfully (if you don’t know the name)
• Yours sincerely (if you do)

Model Letter of Complaint (B2 First / C1 Advanced)

Subject: Complaint Regarding Late Delivery of Photocopier

[Your Name]

[Your Address]

[City, Postcode]

[Date]

[Company Name]

[Company Address]

Dear Sir or Madam,

I am writing to complain about a photocopier I ordered from your company on 21 April, which was scheduled for delivery on 24 April. Unfortunately, it did not arrive until 7 May.

I had specifically arranged this delivery to meet an important work deadline. Due to the delay, I was forced to make alternative arrangements, which resulted in additional expenses and considerable inconvenience.

In light of the above, I would appreciate it if you could either refund the extra costs incurred or offer appropriate compensation for the disruption caused. Copies of the order confirmation and receipt are attached for your reference.

Thank you for your attention to this matter. I look forward to your response. Should you require any further information, please do not hesitate to contact me.

Yours faithfully,

Natalia Griffith

Useful Phrases for Letters of Complaint

Listing problems

• First of all,
• In addition to this,
• As if that were not enough,

Complaining politely

• The product was not up to the expected standard.
• The service failed to meet my expectations.
• We were left extremely disappointed by…
• The level of customer service was unsatisfactory.

Requesting action

• I would appreciate it if you could…
• I believe it would be reasonable to expect…
• I expect to receive a refund / replacement.

Final exam tip

In B2 First and C1 Advanced, a strong complaint letter is:

• well-structured
• calm and professional
• clear about the problem and the solution

Avoid emotional language. Be firm, polite, and organised — and you’ll impress the examiner and the customer service department.

Learn how to write an informal email or letter for B2 First here

Learn how to write a review for the B2 First (FCE) here

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