Formal Complaint Letter · Delayed Online Order
A complete IELTS General Training Writing Task 1 question with a model answer of 224 words, plus a breakdown of the sentence structures, cohesive devices and vocabulary that answer uses. Write your own version first, then compare.
Written by Manish Sharma · CELTA and DELTA qualified · 8 years teaching IELTS
Score my answer to this questionThe question
You have 20 minutes. Write at least 150 words.
You ordered an item from an online shop several weeks ago, but it has still not been delivered. Write a letter to the company. In your letter: - Give details of the order you placed - Explain why you are unhappy with the situation - Say what you would like the company to do Write at least 150 words. You do NOT need to write any addresses. Begin your letter as follows: Dear Sir or Madam,
How to approach it
- 01Use 'Dear Sir or Madam' to open and 'Yours faithfully' to close (formal, unknown recipient)
- 02Cover ALL three bullet points in separate paragraphs
- 03Include specific details — order number, date, item, price — to sound authentic
- 04Keep the tone firm but polite; avoid emotional or aggressive language
- 05State a clear deadline and the action you want (refund, delivery, explanation)
- 06Use formal phrases: 'express my dissatisfaction', 'I would appreciate'
Model answer
224 words in 7 paragraphs. Read it after you have written your own, not before: the point of a model answer is to show you what you missed, and you cannot miss anything you have not attempted.
Dear Sir or Madam,
I am writing to express my dissatisfaction with the lengthy delay of an online order I placed with your company and to request urgent action.
On 12 March, I ordered a Bramwell A50 noise-cancelling headset (order reference NRX-884213) for £179 through your website, selecting the standard five-day delivery option. According to the confirmation email, the parcel was due to arrive no later than 19 March. However, almost five weeks have now passed and the item has still not been received. The tracking page has shown the status as "preparing for dispatch" since 16 March, and I have heard nothing further despite sending two emails to your customer service team, neither of which has received a reply.
This delay has caused considerable inconvenience. I purchased the headset specifically for a series of online interviews scheduled this month, and I have had to borrow equipment from a colleague at the last minute. The lack of any communication from your company has only added to my frustration.
I would therefore appreciate either an immediate dispatch of the item with confirmed next-day delivery, or a full refund credited to my original payment card within seven working days. I would also be grateful for a clear explanation of what went wrong with this order.
I look forward to your prompt response.
Yours faithfully, Daniel Morrison
What this answer actually does
Measured from the text above, and compared against the other 31 answers of the same type in this library. These are counts, not band scores: they describe what the writing does, which is the part you can copy.
the same as the median answer for this task type
4 words at the shortest, 36 at the longest
5 more than the median answer for this task type
carry a subordinate or relative clause
Sentence rhythm
Sentences average 18.7 words and vary by 10 words either side of that, running from 4 words to 36. Variation is the point. Grammatical Range and Accuracy rewards a mix of simple and complex sentences, and an answer where every sentence is the same length reads as flat no matter how correct it is. 1 of the 12 sentences here carry a subordinate or relative clause.
The cohesive devices it uses
7 in total, spread across 4 different functions. Range matters more than count: an answer that opens every paragraph with a sequencer signals its structure but never signals a relationship between ideas, and Coherence and Cohesion is marked on both.
however, despite
therefore, due to, since
specifically
next
Vocabulary and repetition
Ignoring grammar words, 82 per cent of the content words in this answer are distinct, and 74 per cent appear exactly once. Lexical Resource is where repetition costs the most marks, and the usual cause is not a small vocabulary but reaching for the same noun every time the topic is named.
The longest run of words copied straight from the question is 4 words. Examiners discount wording lifted from the question, so a short run here is the right outcome: the answer restates the topic in its own words rather than borrowing the question's.
What you are marked on
All four criteria carry equal weight, and your Writing band is their average rounded to the nearest half band.
Task Achievement
Address all three bullet points fully with appropriate detail and a clear purpose.
Coherence & Cohesion
Organise the letter into logical paragraphs with clear opening, body, and closing.
Lexical Resource
Use vocabulary appropriate for a formal complaint, with collocations and precise word choice.
Grammatical Range & Accuracy
Use a range of formal structures including the present perfect for actions still affecting you.
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