Step 8 · الخطوة 8
Advanced Formal Email: Making a Complaint
رسالة رسمية متقدّمة: تقديم شكوى
Email Writing · Formal Email · Advanced
Learning objective · هدف الدرس
Write a firm but polite complaint that explains the problem, gives evidence and asks for a clear solution.
اكتب شكوى حازمة ومهذّبة توضّح المشكلة، وتقدّم الدليل، وتطلب حلًا واضحًا.
Situation & purpose
الموقف والهدفSituation: You ordered a set of books online from a company. They arrived two weeks late, and two books were damaged.
طلبت مجموعة كتب من شركة عبر الإنترنت، فوصلت متأخرة أسبوعين، وكان كتابان منها تالفين.
Purpose: To complain politely and ask for a replacement or refund.
أن تشتكي بأدب وتطلب استبدالًا أو استرجاعًا للمبلغ.
English explanation
الشرح بالإنجليزيةA complaint email should stay calm and polite, even when you are unhappy. Give the facts (order number, dates, the problem), explain the effect it had on you, and state clearly what you want the company to do. Avoid angry or rude language; a respectful tone is more likely to get results.
Arabic explanation
الشرح بالعربيةStructure
البنيةSubject — Complaint about Order No. 4721
العنوان
Formal greeting
التحية الرسمية
Purpose — I am writing to complain about…
سبب الكتابة
Facts — what happened, when, order details
الحقائق
Effect — how it affected you
الأثر
Request — what you want them to do
الطلب
Closing + formal sign-off
الختام والتوقيع
Model example
نموذجSubject: Complaint about Order No. 4721
Dear Customer Services Manager,
I am writing to complain about an order I placed on your website on 3 March (Order No. 4721).
Although I was told that the books would arrive within five days, they were delivered on 24 March, more than two weeks late. Unfortunately, two of the six books were also damaged: the covers were torn and several pages were wet. I have attached photographs as evidence.
As the books were needed for a school research project, the delay caused me considerable difficulty.
I would therefore be grateful if you could replace the two damaged books as soon as possible or, alternatively, provide a full refund for them. I would also appreciate an explanation for the delay.
I look forward to your prompt reply.
Yours sincerely,
Salim Al Rawahi
Step-by-step guidance
خطوات الكتابة- 1
Give a subject line that includes the order number.
اكتب عنوانًا يتضمن رقم الطلب.
- 2
State the purpose in the first sentence.
اذكر سبب الكتابة في الجملة الأولى.
- 3
Give facts: dates, numbers, what went wrong.
اذكر الحقائق: التواريخ، الأرقام، ما حدث.
- 4
Explain the effect calmly.
وضّح الأثر بهدوء.
- 5
Request a clear action (replace, refund, explain).
اطلب إجراءً واضحًا.
- 6
Close politely and formally.
اختم بأدب ورسمية.
Useful vocabulary & sentence starters
مفردات وبدايات جمل مفيدة- I am writing to complain about…
- Although I was told that…
- Unfortunately,…
- As a result,…
- I would therefore be grateful if you could…
- Alternatively,…
- I look forward to your prompt reply.
Guided practice
تدريب موجّه1. Which sentence is polite but firm?
2. Which detail is a FACT, not a feeling?
3. Informal → Formal: 'The books came really late.'
Short answer · إجابة قصيرة
4. Write a formal sentence asking for a refund.
Independent writing
الكتابة المستقلةWrite a formal complaint email (150–180 words) about a product or service (a delivery, a hotel room, a phone repair). Include facts, the effect, and a clear request.
اكتب رسالة شكوى رسمية (١٥٠–١٨٠ كلمة) عن منتج أو خدمة (توصيل، غرفة فندق، إصلاح هاتف). اذكر الحقائق، والأثر، وطلبًا واضحًا.
Words: 0 / 150+
Your writing is not saved — it disappears when you leave this page.كتابتك لا تُحفظ، وتختفي عند مغادرة الصفحة.
Self-check checklist
قائمة التحقق الذاتيPractice freely — nothing is saved.تدرّب بحرية، لا يتم حفظ أي إجابة أو نتيجة.
Next: Step 8 · Advanced Formal Email: Applying for Something →