In a month I will be passing FCE (First Certificate in English) tests provided by the local British Council. There are five common parts: Reading, Writing, Use of English, Listening and Speaking. I’ve been preparing particularly for this exam for a year, and I am pretty confident in my English. The main problem of my inability of efficient using of language is my poor experience in practical use. I have perceived tons of information like grammar rules and vocabulary words, but mainly it remains in passive part. Large passive vocabulary is very useful for reading, because you know or can guess based on word formation rules almost all words. But, it is more important to have good range of active English for speaking naturally. To rehearse all the words I have learnt, I made a notebook where I put down common phrasal verbs and words arranged by topics. Usual topics are Sport, Shopping, Social Life etc. This morning I found out likely to be useful resource which can help me in this activity:

• ESL : Vocabulary : Lists

Discovering this resource I found some quite fruitful list Comprehensive English Vocabulary Word Lists. I am going to use it for recollecting word by topic.

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Greetings

If you don’t know to whom you are writing use this structure:

Dear Sir or Madam,
………………………..
Yours faithfully
[Signature]
John White

If you know name of the person:

Dear Mr Black,
………………………..
Yours sincerely
[Signature]
John White

Heading and conclusion of the letter are the same as in every formal letter. How to assemble formal letters is described in a corresponding post. So, I’d like to make here an outline of the main part.

Plan of the main part of the letter

1. Give your reason for writing in the first paragraph. State what you bought or what work you had done, when, where and by whom.
   • On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location and other important details of the transaction).
   • I am writing to complaint about […] which I ordered from your catalogue. I was very disappointed when it arrived.
2. State the problem you have with the product, the work or the service and why you have this problem. Give as many relevant details as you can. It is a good idea to write what happened in time order. If there are more than one problem, break description of them into corresponding paragraphs.
   • Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).
   • I am disappointed because your [product, service, billing etc.] has [not performed as it should, was wrong etc] because [state the problem as you understand it giving as much detail as possible].
   • To begin with, you said the game would arrive promptly but I had to wait three weeks. …
   • I discovered another problem when the game arrived.
   • The problems do not stop here… Furthermore…
3. State what action you have already taken to resolve your complaint.
   • To resolve this complaint, I have [actions you have already taken; be sure to include dates and contact information for anyone you have already spoken to about your concern]
4. State what action you want taken to resolve your complaint.
   • To resolve the problem, I would appreciate it if you could (state the specific action you want-money back, charge card credit, repair, exchange, etc.). Enclosed are copies of my records (include copies of receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).
   • I would appreciate your help in resolving this problem and am asking that you [explain what you would like to see done]
5. Include copies of any relevant documentation (eg. receipts, warranties, letters you have written or received about this issue, guarantees, contacts, related account statements, trade confirmations). List what you are including. Don’t send originals - keep those yourself.
   • Enclosed are copies of …
6. Give a precise but reasonable time-frame for that action to be taken, e.g. 10 working days.
   • I look forward to your reply and will wait for ten business days before seeking help from another source.
7. Include details of when and how you may be contacted.
   • I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code).
   • Please write me at the above address or call me. My phone number during the day is [###-##-##] and I can be reached during the evening at [###-##-##].
   • I look forward to hearing from you.

Example

Dear Sir or Madam,

I am writing to complain about the pair of jeans I have purchased from your mail-order catalogue on 15th of May 2006. I was very disappointed when it arrived.

First of all, I should state that I am dissatisfied with quality of the delivered product, although claims of the top-quality goods in your catalogue. In addition to the fact that you delivered me wrong size and in colour which I had not chosen, i discovered the broken zip

Secondly, I must say a few words about your careless attitude to your customers. You hadn’t provided me with a free T-shirt in spite of the fact that your prices are higher than in my local stores. You guaranteed prompt delivery, however I had to wait my order for two weeks.

To resolve the problem I would appreciate your assistance in obtaining a full refund. Please contact me at the above address.

I look forward to your reply and a resolution to my problem.

Faithfully yours,
[signature]
Andrew Gomilko

RESOURCES

1. Help with a letter of complaint
2. How to Write a Complaint Letter

Plan of the letter:

1. Your address at the top right hand corner (in exam papers should be omitted)
2. The date placed below the address in format day/month (Br)
3. Greetings: Dear Name ,(don’t forget comma after name)
4. A few words of thanks for the received letter:
   • Thanks for your letter - it was great to hear from you.
   • Thanks for your letter about …
   • Thanks for your letter, it was so nice to receive the last news from you.
   • Thank you for your letter. I was very glad to hear from you.
   • Many thanks for your last letter.
5. Say sorry in case you haven’t written for a long time
   • I’m sorry I haven’t written for ages/sooner/for so long, because I was ….
6. Describe why are you writing: In your letter you asked me… Well…
7. Give answers you were asked in the previous letter (or according to your task). Be sure you have mentioned all required items.
8. Ending:
   • I’m looking forward to hearing from you soon
9. Farewell: Take care, Cheers, Yours, Love, With best wishes then a comma and your name

Example 1

A task for the example is taken from [1, p. 29].
The letter should be to your friend Sam. In his last letter to you, he asked you some advice about English language courses.

Required items:
a) which school?
b) number of hours a week?
c) how many weeks of being there will be enough
d) accommodation?
e) excursions?

Dear Sam,
Thanks for your letter. It was great to hear from you. In your letter you asked me about what choice in language courses
would be better for you. I’ll give you some tips about it with pleasure.

Firstly, if you prefer active and bright nightlife, of course you should choose the school which located in London. About your lessons schedule I definitely suggest you don’t study at a very intensive pace but for too short a period of time. Usually it brings only tiredness and low results. So, don’t overload yourself and take lessons for 15 hours a week and during at least 4 weeks. Two weeks would be far too short to get involved in active speaking.

About accommodation, living with a local family is better because you’ll have a great chance to improve your everyday spoken language level. And the last piece of advice about excursions.
If I were you, instead of paying high prices for that, I’d buy a nice map of the city, take my photo camera and go round all the places of interest walking or riding a bicycle which you can rent there.

I’m looking forward to hearing from you soon.

Best wishes,
Andrew

USED RESOURCES:

1. Fast Track to FCE by Longman, Workbook
2. Quiznet, Topic: Formal letters vocabulary
3. Writing strategies
4. Example of an informal letter
5. FCE (First Certificate in English)