CBSE Class 7 English Business Letters Letters of Request or Complaint Worksheet

LETTER WRITING

Letter writing is one of the most effective ways of communication. Today, although telephone, fax and e-mail have replaced personal (informal) letters, formal letters are still in vogue. Commerce, trade, official correspondence, public representation, complaints and other dealings, transactions and communication with people are still conducted through letters. Therefore, one must cultivate the art and skill of letter writing. Different kinds of letters follow different conventions.

Marking Scheme

• Format: 1 Mark (Sender's address, date, receiver's address, subject, opening and closing)
• Content: 3 Marks
• Expression: 2 Marks (Grammatical accuracy, appropriate words and spellings - 1 Mark; Coherence and relevance of ideas and styles - 1 Mark)

Main Elements of a Letter

Sender's Address
According to the latest format, sender’s address is written at the top along with pin code. Do not write sender’s name with the address.
e.g. K-127, Ashok Nagar
New Delhi-110092
or
House no 373, Sector 14
Gurgaon-122001
While writing the address, one must not use ‘comma’ at the end of each line. If the address is not provided in the question, then you may create a fictitious address, but writing an address is mandatory.

Date
It appears directly below the sender’s address, after leaving one line space. It is advisable to always write the full date.
e.g. 25th December, 20XX

Receiver's Address
It appears directly below the date and comprises the receiver’s name, designation and the complete address.
e.g. Mr Rohit Saluja
Marketing Manager
Taneja Enterprises
47/ 1567, Daryaganj
Delhi - 110002

Salutation
This consists of words of greeting and is written on the left hand side of the page just below the date after leaving one line space. The form of greeting depends upon your relation to the person to whom the letter is being written.
e.g. To near relatives —> My Dear Dad, Dearest friend, Dear Sister
To acquaintances —> Dear Mr Sharma, Dear Miss Goyal
To unknown persons —> Dear Sir/Madam, Respected Sir/Madam, Sir/Madam

Subject
Subject is generally used in writing a formal letter. It can be written after the receiver’s address or after the salutation. It should be short and to the point.
e.g. Subject Application for the post of Content Writer

The Body
The body is the main part of any letter. This is written in response to the topic given, in simple and direct language. The body includes three main parts:
1. Introductory paragraph/sentence —> States the purpose of writing
2. Informative paragraphs —> Details about the subject of the letter
3. Concluding paragraph/sentence —> The closure of the letter/conclusion stating hope, request or comment.

Complimentary Close
It is a courteous way of ending the letter. The expression used must match the salutation, e.g.
• Yours affectionately/yours/with love for family and friends.
• Yours sincerely/yours truly for Principal, boss or for any other official purposes.

Name
It is written just below the ‘complimentary close’ and includes the sender’s name and designation (if applicable).
e.g. Yours sincerely
Ankita Chakravarti
Editor

Types of Letter

Letters are categorised into two types:
(a) Formal letters (Official letters, Business letters etc)
(b) Informal letters (Personal letters to friends, Relatives etc)

Formal Letters

These letters have set patterns and are generally written to officials regarding serious issues. These letters can be written in a crisp and clear pattern and a matter-of-fact style. The language should be kept simple without including any unnecessary expressions.

Different Kinds of Formal Letters

A Business Letters
• Making enquiries/asking for information
• Replying to enquiries/giving information
• Placing orders and sending replies
• Cancelling orders
• Registering complaints

B Official Letters
• Registering complaints
• Making enquiries
• Making request/appeal

C Letters to the Editor
• Giving suggestions on an issue of public interest
• Expressing views on an issue already raised in an article/write up/in a published letter.

D Letters of Job Application
• Application for a job (includes resume)

Some Useful Language Expressions for Formal Letters

Enquiry
• We are interested in... and would like you to...
• Would you please inform me.../send me the information...
• I shall be obliged if you will let me have the following information...

Complaints
• We regret to inform you that we have not received payment of the balance of... due on our statement...
• We notice that your account, which was due for payment on ... is still outstanding.
• I am writing to complain about...

Application for Job
• In response to your advertisement in.... I offer my candidature for your consideration.
• I would like to apply for the post of.... in your organisation, advertised today in.... of ...

Letters to Editor for Expressing Opinion/Request
• I wish to bring to the notice of the concerned authorities...
• In my opinion...
• I am disturbed/shocked...

A. BUSINESS LETTERS

Business letters are formal letters. It is usually a letter from one company to another or between such organisation, client and other external parties. It is some times useful because it produces a permanent written record and may be taken more seriously by the recipient than other forms of communication. These include letters of enquiry/asking for information, replying to letters received, placing orders and sending acknowledgement, cancelling orders, registering complaints etc.

Question. You had sent some books through Rechard Courier Services Private Limited, New Delhi, to your brother living in Baroda. After a week your brother reported that he had not received the books. The local office of the company has not given a satisfactory answer to your verbal complaint. Write a letter to the Managing Director, Rechard Courier Services Private Limited, New Delhi, stating the facts and asking for immediate action. You are Vandana Singhal/Avinash Pandey of 180 Rajnath Nagar, Delhi.

Answer: 180, Rajnath Nagar,
New Delhi Cantt-110010

4th September, 20XX

Managing Director
Rechard Courier Services Private Limited
Nehru Place, New Delhi-110019

Subject Non-delivery of Courier Packet

Dear Sir

This is to bring to your kind notice that I sent some books to my brother living in Baroda vide your consignment number 204 dated 20th August, 20XX.

I regret to inform you that the packet is still on the way, as he has not yet received it. I approached your local office which sent the courier to know the status, but all in vain. The payment receipt which I have is numbered 2340.

Sir, the books are very expensive and needed urgently by my brother. You are requested to look into the matter and inform me about the status of the courier packet.

An early response will be highly appreciated.

Yours truly
Vandana Singhal

Question. You are Neeraj/Neeraja Shekhar, Principal, Vasant Public School, Pune. Your school has just started a music department. Write a letter to the Manager of Melody House, Pune, wholesale suppliers of musical instruments, placing an order for musical instruments for the school. Ask for a discount on the catalogue prices. (120-150 words) 

Answer: Vasant Public School
Pune – 411001

8th March, 20XX

The Manager
Melody House
Pune – 411008

Subject Placing an Order for Musical Instruments

Sir

We want to place a bulk order for the supply of musical instrument to our school’s newly opened music department.
Following are the specification of the order:

Please send the items to the school on any weekday before 15th April, 20XX between 8 am and 2 pm. Since we are one of your valuable and regular customers, we would like to avail a discount of 20% on the order from the catalogue price.

You are also requested to send the bill after allowing the discount for schools. Payment would be made in cash/cheque on delivery of goods and checked by the Music department of the school.

Further, please ensure the quality of the items. If defects are found in the instruments, all the items will be returned without any payment.

Thanking you

Yours Sincerely
Neeraja Shekhar

Question. You are Ram/ Rajani, Librarian, Sun Public School, Nagpur. Write a letter in 120-150 words to Blossom Books Ltd, 9, Bund Marg, Hyderabad, placing an order for the books you require for your school library. Also ask about the discount allowed and the mode of payment. Insist on prompt delivery and good packing. 

Answer: Sun Public School
Nandanvan, Nagpur-440024

11th March, 20XX

Sales Manager
Blossom Books Ltd
9, Bund Marg, Hyderabad-500063

Subject Required NCERT Textbooks for Library

Dear Sir

As the new session of the school is going to start next month, we want you to supply the following NCERT textbooks for the school library at the earliest so that the students don’t face any kind of inconvenience.

Please send the goods to the school on any weekday between 8 AM and 2 PM. You are also requested to send the bill after allowing the discount permissible for schools.

Payment will be made within seven days by cheque after the consignment is received. Please ensure that the books are properly packed to ensure that there is no damage in transit.

Thanking you

Yours sincerely
Rajani
(Librarian)

Question. You are Ravikant, Sports Teacher of Sunshine Public School, Karol Bagh, Delhi. A month ago you placed an order for the supply of a few sports goods. So far you have not received the goods. Write a letter in 120-150 words to the Sales Manager, Olympic Sports, F-12, Darya Ganj, Delhi requesting a speedy delivery of the goods. 

Answer: Sunshine Public School
15/4, WEA, Karol Bagh, Delhi-110005

21st November, 20XX

Sales Manager
Olympic Sports
F-12, Darya Ganj, Delhi -110002

Subject Non-delivery of Sports Goods

Dear Sir

We regret that we have not yet received various sports goods ordered on you vide our Purchase Order no SPS/ Sports/ 453/ XX dated 20th October, 20XX, despite your assurance on telephone that the goods will be delivered within one week of receiving the order.

Our Annual Sports Day is being held during December and our students require the goods ordered for practising for this event. The delay on your side is causing much hardship to the students besides exposing them to the risk of injury due to non-availability of protective sports equipment.

We have reminded you repeatedly on phone, but we have received only empty assurances from your side. We once again request speedy delivery of the goods ordered. Further, in case you do not supply the goods within 7 days of this letter, we may be constrained to cancel the order on you and place it on another supplier.

Kindly acknowledge receipt of this reminder letter and supply the ordered goods quickly.

Thank you

Yours sincerely
Ravikant
(Sports Teacher)

Question. You are the librarian of Amla Public School. You had placed an order for textbooks with Dhanpati & Sons. As the books did not arrive on time, you have decided to cancel the order. Write a letter to the Manager, Dhanpati & Sons, Chennai, cancelling the order. 

Answer: Amla Public School
24, Ooty Road
Coimbatore-641001

13th April, 20XX

The Manager
M/s Dhanpati & Sons
12/A Anna Salai
Chennai-600001

Subject Cancellation of Our Order APS/33/12-13

Dear Sir

Kindly refer to our above order dated 7th March, 20XX for various textbooks for our school students, in which the last date of delivery was 31st March, 20XX.

We regret that the books ordered have not been received by us.

As the new term of the school has already started, we are constrained to cancel the above order, as you did not comply with the delivery date and also have not informed us when you expect the books to be delivered.

Kindly acknowledge receipt of this letter.

Yours faithfully

KC Mohapatra
(Librarian)

Question. You are Nalini/Vishal, Hostel Warden, Zenith Public School, Kosikalan. Write a letter to the Sales Manager, Bharat Electronics and Domestic Appliances Limited, New Delhi, placing an order for a few fans, microwave ovens, geysers and tube-lights that you wish to purchase for the hostel. Also ask for the discount permissible on the purchase. 

Answer: Zenith Public School
Kosikalan-281401

11th March, 20XX

Sales Manager
Bharat Electronics and Domestic Appliances Ltd
New Delhi-110030

Subject Required Electrical Goods

Dear Sir

As the new session of the school is going to start next month, we want you to supply the following electrical goods for the school hostel at the earliest so that the students don't face any kind of inconvenience.

Please send the goods to the school on any weekday between 8 AM and 2 PM. You are also requested to send the bill after allowing the discount permissible for schools. Payment will be made after the consignment is received and checked by the Hostel Committee of the school.

Further, please ensure the quality of the consignment. If defects are found in the products, the whole consignment will be returned without any payment. For any enquiry from your side, feel free to contact the undersigned.

Thanking you

Yours faithfully

Vishal
(Hostel Warden)
(9968XXXXXX)

Question. Write a letter to Lightways Sports, Amrapalli, Thane, placing an order for sports articles (minimum 4) to be supplied to your school, ABC Matriculation School, Civil Lines, Pune. Sign as Ravi/Raveena, Sports Secretary. 

Answer: ABC Matriculation School
Civil Lines, Pune-411013

11th March, 20XX

Lightways Sports
Amrapalli, Thane-400203

Subject Sports Articles for the School

Dear Sir

As the Sports Day of the school is being held next month, we want you to supply the following sports articles at your earliest so that the students can practise for the various sports tournaments.

Please send the goods to the school on any weekday between 8 AM and 2 PM. You are also requested to send the bill after allowing the discount permissible for schools. Payment will be made after the consignment is received and checked by the Games department of the school.

Further, please ensure the quality of the consignment. If defects are found in the goods, the whole consignment will be returned without any payment.

Thanking you

Yours faithfully

Ravi
(Sports Secretary)

Question. You are Anoop/Aakriti, Baden Powell Senior Secondary School, Delhi. Write a letter to the Sales Manager, Aparana Publishing House, Delhi placing an order for books (minimum four titles) for your school library. Invent the necessary details. 

Answer: Baden Powell Senior Secondary School
Lucknow Road, Delhi-110007

11th March, 20XX

Sales Manager
Aparana Publishing House, Delhi

Subject Books for the School Library

Dear Sir

As the new session of the school is going to start next month, we want you to supply the following books for the school library at the earliest so that the students do not face any kind of inconvenience.

Please send the books to the school on any weekday between 8 AM and 2 PM. You are also requested to send the bill after allowing the discount permissible for schools. Payment will be made after the consignment is received and checked by the Library Incharge of the school.

Further, please ensure that the books are new. If defects are found in the books, the whole consignment will be returned without any payment. For any enquiry from your side, contact the undersigned.

Thanking you

Yours faithfully

Anoop
(9968XXXXXX)

Question. You are Sushil Kumar, the Sports Secretary of your school. Write a letter to Rishabh Enterprises, New Delhi, a leading firm dealing in sports goods, requesting them to supply their trade catalogue. Mention the items you intend to buy and ask for a discount on the catalogue prices.

Answer: Demos School, Agra-282004

10th March, 20XX

M/s Rishabh Enterprises
C-8, East of Kailash, New Delhi-110048

Subject Trade Catalogue for Sports Goods

Dear Sir

We intend to buy sports material in bulk for the Annual Sports Day of our school and for the new academic session. We are interested in cricket bats and balls, hockey sticks and balls, goalkeeper's full kit, footballs, volleyballs, basketballs, table tennis balls etc. We also need sports T-shirts and shorts of different sizes.

Your firm has a reputation of being the best dealer in sports goods.

Kindly send us your catalogue together with quotation for these items. Please inform us about the mode and terms of payment and rate of discount on the catalogue prices. I hope you will facilitate business by quoting the lowest possible rates.

Yours faithfully

Sushil Kumar
(Sports Secretary)

Question. You are the manager of a reputed firm. A consignment sent by you to one of your regular customers was found to be of inferior quality. You have received a letter of complaint from the customer. Write a letter of apology, explaining the causes and your plans for replacement.

Answer: Goodman Sports Limited
Defence Colony
Jaipur-302007

27th April, 20XX

Novelty Stores
Sports Complex, Udaipur-313017

Subject Ref. Your Complaint Letter NS/123 Regarding Quality of Goods

Respected Sir

I read your letter dated 15th April, 20XX having the complaint regarding the quality of sports equipment in the consignment, I apologise from you for the same. I have decided that the inferior quality goods you received will be exchanged with the perfect ones. Our representative, Mr Dinesh Chand, will personally meet you very soon, inspect the goods and we will arrange to replace each and every item that you are dissatisfied with. We will also make an enquiry of how such a lapse took place. As our valued customer, we have always provided you with the best services in the past and assure you of the same in the future. We are deeply distressed by the inconvenience caused to you. Please feel free to communicate and let us know if you wish anything further from our side after the visit of our representative.

Yours truly

Ajay Sinha
(Manager)

Business letters are letters sent to an organization to achieve a specific purpose. One common type of business letter is the letter of request. A letter of request asks for information or service. In this type of letter, begin by identifying yourself. Then explain what information you need and why you need it. Also, be clear about where the information should be sent. Since you are asking for a favor, always show courtesy in your request.

Business letters are usually written in block form or semiblock form. In block form, all parts of the letter are lined up at the left margin. In semiblock form, the heading, closing, and signature are aligned on the right side of the page. The recipient of a business letter is usually a stranger, so the letter should be formal in style and respectful in tone.

Exercise 1 Read the following letter of request. Then answer each question below.

1. Are the salutation and closing appropriate? yes

2. Does the letter writer identify himself? yes

3. Does the letter writer explain why he needs the information? no

4. Is the writer specific enough about the information he wants? no

5. Is the letter courteous in tone? no—it is rather brief

6. Is the letter appropriately formal in style? no—the last line in particular is too casual

Exercise 2 Rewrite the above letter to make it better. Refer to your evaluation, and add new information as needed. Sign your own name to the letter.

Students should expand the letter. The request for information should be more specific than in the sample, the tone should be courteous, and the style should be formal or semiformal. A heading and an inside address should be included.

Another common type of business letter is the letter of complaint. A letter of complaint informs someone about a problem and usually requests some type of action. In your letter state the problem and how it has affected you. Use
supporting details to explain the problem. End your letter by stating what you want done. Be firm but polite. If you let your anger burst out, you are less likely to get help in solving the problem.

Exercise 3 Read the following letter of complaint. List three weak points of the letter below.

1. The letter has an angry tone.

2. The letter is not brief and to the point.

3. The letter does not have an appropriate
 

Exercise 4 Rewrite the letter of complaint above to make it more effective.

Letters should be concise and state the problem at the beginning of the letter. The tone should be firm but polite. An acceptable business closing, such as “Sincerely,” should be used. A heading and an inside address should be included.