General Training Writing Task 1 · formal · complaint

Formal letter of complaint regarding damaged luggage: 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.
  • 188 words
  • Formal letters
  • Complaint
  • 20 minutes
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The task

You recently traveled by a long-distance bus, and during this journey, your suitcase was damaged.

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

  • →inform the bus company of when and to where you traveled
  • →describe your suitcase and what happened to it
  • →explain why the company should pay for a new suitcase

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

Model answer

Band 8 sample letter

Band 8188 words. Names and details are invented; write your own.

Dear Customer Service Team,

I am writing to formally report damage to my personal property following my journey on the 14th of October from London Victoria to Manchester on the 10:30 AM service.

My suitcase is a medium-sized, navy blue Samsonite hard-shell model with four spinner wheels. Upon retrieving it from the luggage compartment at my destination, I discovered that the top left corner of the casing was completely shattered, and one of the wheels had been snapped off entirely. It is evident that the case was subjected to significant force while being handled by your staff, as it was in pristine condition prior to the trip.

Given that the structural integrity of the case is now compromised, it is no longer fit for purpose. I have attached the original purchase receipt, which demonstrates that the item is relatively new and of high quality. As the damage occurred while the luggage was under the care and responsibility of your company, I believe it is reasonable to request full compensation for a replacement suitcase.

I look forward to your prompt response regarding the reimbursement process.

Yours faithfully,

Julian Thorne

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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

This letter achieves Band 8 by clearly addressing all three bullet points with specific details and maintaining a consistently professional, firm tone throughout. A common Band 6 error is failing to provide enough descriptive detail about the suitcase or omitting the specific date and route, which makes the complaint seem vague and less credible.

  • →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

  • pristine

    In its original, perfect, and clean condition

  • structural integrity

    The ability of an object to hold together

  • fit for purpose

    Suitable for the task it was designed for

  • reimbursement

    The act of paying back money already spent

  • subjected to

    Caused to undergo or experience an action

  • compromised

    Weakened or damaged, making it less effective

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?+

This letter achieves Band 8 by clearly addressing all three bullet points with specific details and maintaining a consistently professional, firm tone throughout. A common Band 6 error is failing to provide enough descriptive detail about the suitcase or omitting the specific date and route, which makes the complaint seem vague and less credible.

Keep practising

More complaint letters

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