FCE formal email: a complaint about an online order
This page has an original Part 2 formal email task complaining about an online order, a top answer (19/20) and a solid answer (14/20), with examiner-style comments. It is part of our B2 First Writing guide; see the FCE email and letter guide for more formal phrases.
By Eleanor BennettLast updated:
How to approach this task
A complaint needs to be firm but polite. Angry threats lose marks for Communicative Achievement because they don't achieve the goal: getting the company to help you.
- Paragraph 1: reason for writing, with the order date and number.
- One paragraph for each problem in the task (late delivery, wrong colour, no answer by phone).
- Final paragraph: exactly what you want them to do, and by when.
Useful structures: I was forced to…, I would be grateful if you could…, Should this not be possible….
Top answer (19/20)
The task
You recently bought a jacket from an online clothes shop called UrbanWear. Several things went wrong:
- the parcel arrived more than a week late
- the jacket was the wrong colour
- when you phoned customer service, nobody answered
Write an email to the company complaining about these problems and saying what you would like them to do. Write your email in 140–190 words.
Top answer185 words · estimated 19/20
Dear Sir or Madam,
I am writing to complain about an order I placed on your website on 3rd May (order number UW4471) and about the poor service I have received since then.
Firstly, your website promised delivery within three working days, yet the parcel did not arrive until 14th May. As I had bought the jacket for a trip, I was forced to travel without it.
Secondly, when I opened the parcel, I discovered that the jacket was dark green rather than the navy blue I had ordered. I have attached a screenshot of my order confirmation, which clearly shows the colour I selected.
Finally, I attempted to contact your customer service department by telephone on three separate occasions, but each time I waited for over twenty minutes without anyone answering.
I would therefore be grateful if you could arrange for the jacket to be collected and refund the full amount, including the delivery charge, within fourteen days. Should this not be possible, I will have no choice but to take the matter further.
I look forward to your prompt reply.
Yours faithfully, Anna
Examiner-style comments
- Content5/5
- All three problems are explained with precise details (dates, order number, colours, waiting time), and the action requested (collection, full refund including delivery, a deadline) is completely clear.
- Communicative Achievement5/5
- Firm but polite throughout. Evidence such as the screenshot and the clear deadline make the complaint credible, and the final warning is professionally worded rather than aggressive.
- Organisation5/5
- A model complaint structure: purpose, three problems in separate paragraphs, request, close. 'Firstly', 'Secondly', 'Finally' and 'therefore' link the email logically.
- Language4/5
- Accurate formal language ('on three separate occasions', 'take the matter further') and an inverted conditional ('Should this not be possible'). The past perfect is used correctly. A strong 4 rather than 5 because the range of structures is mostly standard.
A clear, firm and professional complaint with every detail the company needs to act.
Marks are our estimate using the public B2 First writing criteria, not an official Cambridge mark.
Solid answer (14/20)
The task
You recently bought a jacket from an online clothes shop called UrbanWear. Several things went wrong:
- the parcel arrived more than a week late
- the jacket was the wrong colour
- when you phoned customer service, nobody answered
Write an email to the company complaining about these problems and saying what you would like them to do. Write your email in 140–190 words.
Solid pass188 words · estimated 14/20
Dear UrbanWear,
I am writing this email because I am very angry with your company and the service that I received.
On 3 May I bought a jacket on your website. The website said that the delivery takes three days, but the jacket arrived one week later! This was a big problem because I wanted to wear it on my holiday and I had to go without it.
Also, when I opened the box the jacket was green and I ordered a blue one. I don't understand how you can make this kind of mistake, it is unacceptable.
Then I tried to call your customer service three times to explain the problem, but nobody answered me. I waited a long time and I spent money on the phone call.
I want you to give me back my money, also the money for the delivery, as soon as possible. If you don't do it, I will write a bad review about your shop on the internet and I will tell all my friends not to buy from you.
I hope you will solve this problem quickly.
Yours sincerely, Tomasz
Examiner-style comments
- Content5/5
- All three problems are described and the writer clearly states what they want (a full refund including delivery), so the content is complete.
- Communicative Achievement3/5
- The tone is often too emotional for a formal complaint: 'I am very angry', 'it is unacceptable' and the threat to tell all their friends could make the company defensive. 'I want you to give me back my money' is too direct.
- Organisation4/5
- Well organised, with a paragraph for each problem and a clear request. Linking is mainly 'Also' and 'Then', which suits a story more than a formal email.
- Language2/5
- Errors are not frequent but the language is simple and repetitive ('the money', 'the jacket'). There are comma splices ('…this kind of mistake, it is unacceptable') and the request 'give me back my money, also the money for the delivery' is awkward.
Complete and clear, but an angry, direct tone weakens the effect on the reader.
Marks are our estimate using the public B2 First writing criteria, not an official Cambridge mark.
What to copy from the top answer
- Give specific details. Dates, an order number and evidence make a complaint impossible to ignore.
- Be firm, not angry. "I would be grateful if you could…" works better than "I want you to…".
- Say exactly what you want and by when. A refund, including delivery, within fourteen days.
- Use one formal warning, politely. "Should this not be possible, I will have no choice but to take the matter further."
Check your own answer
Write your own email or letter for this prompt before you look at the answers again. Then go through the B2 First writing checklist and paste your draft into the writing checker and word counter to make sure you are between 140 and 190 words. More marked answers are in our FCE writing examples.
Questions about this task
How do I start a complaint email in B2 First?
Begin with 'Dear Sir or Madam,' and a clear purpose: 'I am writing to complain about…'. Mention what, when and an order number if you have one.
Can I show I am angry in a formal complaint?
You can show you are disappointed or dissatisfied, but avoid aggressive language and threats. A calm, firm tone is more likely to achieve your aim.
What are good phrases for requesting action?
'I would be grateful if you could…', 'I would appreciate it if…' and 'I expect a full refund within…' are all suitably formal.
Should I use 'Yours sincerely' or 'Yours faithfully'?
After 'Dear Sir or Madam' use 'Yours faithfully'. After a named person, use 'Yours sincerely'. In emails, 'Kind regards' is also acceptable.