9...2 – Enquiries
Steps 3 and 4 can often be combined
| ONE | Say you are making an inquiry and say briefly what about. Explain why you are asking.
· I am writing to inquire about ……….. · I am a third-year student at the University of Applied Sciences Northwestern Switzerland, majoring in …………….. I intend to spend a semester abroad ……………………. |
| TWO | Request the information you need as clearly and politely as you can
· I would be grateful if you could tell me about ……………. · I would appreciate it if you could let me know ……………… · Do you think you could provide some information about/on……………… |
| THREE | Say thank you in advance
· Thank you in advance for your kind assistance. |
| FOUR | Polite closing
· I look forward to hearing from you. |
9...4 – Answering enquiries
| ONE | Thank the sender for writing. Mention briefly what sort of information was requested
· Thank you for your letter of 20 June 2024, in which you requested details of ………. / in which you inquired about ……. |
| TWO | Provide the information requested as clearly and concisely as you can. This may require several paragraphs. |
| THREE | Say you hope the information is sufficient/useful and offer to provide further information on request
· I hope I have been able to answer your questions satisfactorily. · I trust you will find this information useful. · If you have any further questions, please do not hesitate to contact me. |
9...5 –
9...8 – Complaints
NB Some of these elements may be combined into one.
| ONE | Introduction.
Say you are complaining and say briefly what you are complaining about. · I am writing to complain about ……. |
| TWO | Provide details of the case
Describe what happened as clearly, accurately and objectively as you can. Do not exaggerate or show undue emotion. |
| THREE | Where appropriate, say what it is you are objecting to.
What did you expect/feel you were entitled to expect and why are you now disappointed/dissatisfied? |
| FOUR | Say what it is you want to be done and by when.
· I must ask you to refund the cost of ……/ reimburse my expenses for ….. / pay me compensation for……./ to put matters right / to repair my ……… at your own expense as soon as possible / at your earliest convenience / by ……. at the latest / immediately |
| FIVE | Formal closing
· I look forward to a speedy settlement of this matter. · I am sure we can resolve this matter amicably and await your response. |
9...7 –
Apologies
NB Some of these elements may be combined into one.
| ONE | Introduction.
Thank the writer for his/her letter, providing a brief summary of the original complaint. · Thank you very much for your letter of 20 June, in which inquired about …….. / expressed your dissatisfaction with ………….. / drew our attention to …………………….. |
| TWO | Apologize
· We apologize most sincerely for the difficulties you encountered with ……. · We are deeply sorry for the inconvenience you suffered as a result of ….. |
| THREE | Explain the relevant background
Is there a reason for what went wrong? Has it happened before? |
| FOUR | Say what you have done/intend to do to prevent a recurrence. |
| FIVE | Say what you are offering
· We will of course refund the cost of ……/ reimburse your expenses for ….. / pay you compensation for……./ put matters right / repair your ……… at our expense immediately / at the earliest opportunity · We are pleased to offer you a voucher for a free ………… |
| SIX | Formal closing
Repeat apology · Again, please accept our apologies for ……………………. |