General Training Writing Task 1 · formal · complaint

Formal complaint regarding invalid train tickets and staff: IELTS formal letter sample

An IELTS General Training Writing Task 1 formal letter with a Band 8 sample answer, why it scores well and the phrases worth borrowing for your own letter writing.
  • 197 words
  • Formal letters
  • Complaint
  • 20 minutes
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The task

You recently bought some train tickets for a journey a week in advance. When you went to the station to catch the train, you were told you could not use the tickets and the staff were very unhelpful to you.

Write a letter to the train company. In your letter:

  • →describe the problem you had with the tickets
  • →say why you were unhappy with the staff
  • →suggest what action the train company should take

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

Model answer

Band 8 sample letter

Band 8197 words. Names and details are invented; write your own.

Dear Customer Service Manager,

I am writing to formally complain about a distressing experience I encountered at Central Station last Friday regarding my travel arrangements.

I had purchased two tickets for the 09:00 service to Manchester one week in advance via your website. However, upon arrival at the platform, the automated barrier rejected my tickets. When I presented my booking confirmation to the station staff, I was abruptly informed that the tickets were invalid for that specific service, despite my booking clearly stating otherwise. I was forced to purchase new tickets at a significantly higher price to avoid missing my connection.

My frustration was compounded by the conduct of your employees. Rather than assisting me in resolving the discrepancy, the staff member at the information desk was dismissive and refused to review my digital receipt. They offered no explanation for the error and insisted I step aside, showing a complete lack of professional courtesy during a stressful situation.

I request a full refund for the additional tickets I was compelled to purchase, along with an investigation into why my pre-booked tickets were rejected. I look forward to your prompt response regarding this matter.

Yours faithfully,

Jonathan Sterling

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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.

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Examiner's view

Why this scores well

A Band 8 response clearly addresses all three bullet points with a consistent, professional tone and sophisticated vocabulary. A common Band 6 mistake is failing to suggest a specific remedy or solution, often focusing only on venting anger rather than requesting a clear action.

  • →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.

6 phrases

Useful phrases from the letter

  • compounded

    made a problem or difficult situation worse

  • dismissive

    showing that something is not worth considering

  • discrepancy

    a difference between two things that should match

  • compelled

    forced to do something because of circumstances

  • distressing

    causing anxiety, sorrow, or pain

  • courtesy

    the showing of politeness in one's attitude

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 many words 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.

What does the examiner look for?+

A Band 8 response clearly addresses all three bullet points with a consistent, professional tone and sophisticated vocabulary. A common Band 6 mistake is failing to suggest a specific remedy or solution, often focusing only on venting anger rather than requesting a clear action.

Keep practising

More complaint letters

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