Guided Writing · worksheet or online · words · rules · linking words · your own e-mail
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Something went wrong – and you want to complain. In this unit you learn how to write a polite, formal e-mail of complaint. Work step by step. Checklists give you feedback while you write – your texts are saved on this device.
In the Guided Writing part of your final exam (Abschlussprüfung) you write one text.
📋 How is your text marked? Your teacher uses the official Guided Writing marking scheme (Bewertungsmuster, link below) – and this scheme is also used for your e-mail of complaint. Two important points:
📋 Open the marking scheme (Bewertungsmuster, PDF)
🔗 More information (in German): ISB – Guided Writing: Bewertung (all documents) · ISB – Guided Writing marking: Questions & Answers (PDF)
📢 or 🤷? Decide for each situation: Would you complain – or let it go? Your vote is anonymous. After each vote you can see what your class thinks.
Talk to a partner for 2 minutes. Useful words: broken · damaged · the wrong size · late · dirty · rude · I complained · they gave me my money back
You decide! Both ways lead to the same goal – your own e-mail of complaint.
📝 Worksheet
Open the worksheet below and do the tasks – on your tablet (e.g. in GoodNotes: tap Share → GoodNotes) or on a printed copy from your teacher.
💻 Online
Work through the tasks on this page, step by step – starting with 3 · Words for complaining. You get feedback right away.
📄 The worksheet is not online yet – please ask your teacher for a paper copy or work online.
Match the verbs with the correct definitions. You will need these words in your e-mail!
An e-mail of complaint is a formal piece of writing. The three most important rules:
| Part of the e-mail | Useful phrases |
|---|---|
| 1 👋 BeginningGreet the reader formally. |
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| 2 ❗ Say what the problem isWhy are you writing? |
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| 3 💭 Express your opinionHow do you feel about it? |
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| 4 🛠️ Suggest a solutionWhat should the company do? |
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| 5 🧾 Sum upGive a short conclusion. |
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| 6 👋 EndingClose politely. |
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💡 The order of the table is the order of your e-mail: beginning → problem → opinion → solution → sum up → ending.
Drag each phrase into the right box.
Where does each phrase belong?
B · Tap the linking words you want to use in your own e-mail (choose at least 5). They are saved for later.
Tap all the linking words and phrases (e.g. However, In addition). Then tap Check.
April’s e-mail has no linking words – it does not read well. Rewrite it: use linking words, join sentences, add adjectives or a question. The checklist next to your text tells you what is still missing.
You can use: I’m afraid I have to complain about … (formal: I am afraid …) · First of all · To begin with · Not only … but also · Furthermore / Moreover · In addition · This is why · As a result · Due to the fact that … · However · Even though · Finally · In the end · All in all I strongly believe that … · Summing up … · In conclusion …
Your situation: Last week you came back from a holiday in London. The accommodation and the sightseeing tour were lovely – but the flight back was a catastrophe.
Write an e-mail of complaint to “British Airtravels” and mention:
You do not have to write any addresses. Write about 200 words.
Read this example first. You can use its structure and phrases for your own e-mail.
✅ Finished? Save your e-mail as a PDF and put it in your online exercise book.
Based on: ISB – Illustrierende Aufgaben zum LehrplanPLUS, Realschule Englisch 10, „Guided Writing: Complaining about something“ (texts and dialogues © ISB).