Reading a finished letter is the quickest way to learn the layout. The four examples below are complete, invented letters, one for each of the situations people most often write about: a holiday that went wrong, a mobile phone contract, a tax refund and a parking charge. Each is followed by notes on why it is written the way it is. Copy the structure, not the facts.
Example 1: complaint about a package holiday
14 Orchard Close Reading RG6 1AB [email protected] 9 September 2026 Customer Relations Manager Sunway Holidays Ltd Harbour House Southampton SO14 2CD Dear Sir or Madam, Re: Booking SW-20471, Hotel Marina, Crete, 18 to 25 August 2026 I am writing to complain about the holiday above, which did not match the description in your brochure or on your website. The hotel pool was closed for the whole week for repairs, with no notice before we travelled. The "sea view" room we paid a £140 supplement for overlooked a car park. On three evenings the restaurant closed at 8 pm, although the brochure promised dining until 10 pm. I reported each problem to your representative, Ms Daley, on 19, 20 and 22 August. She logged them but could offer no alternative room or hotel. Under the Package Travel Regulations I am entitled to a price reduction where the holiday is not as described. I would like a refund of the £140 supplement and compensation of £300 for the loss of the pool and the restaurant hours, within 14 days. I enclose copies of the booking confirmation, the brochure page and photographs of the pool and the room view. I look forward to your reply. Yours faithfully, J. Mason
Why it works. The reference line gives the booking number and dates before the first sentence. Each problem has a date and a fact. The letter names the representative and the dates she was told, so the company cannot say it was not given a chance. It asks for two specific sums and a deadline, and it lists the enclosures. “Dear Sir or Madam” pairs with “Yours faithfully”.
Example 2: complaint about a mobile phone contract
3 Mill Lane Leeds LS7 4EF 2 February 2026 Ms R. Chen Complaints Team Northline Mobile PO Box 991 Manchester M1 5GH Dear Ms Chen, Re: Account 55 221 870, mobile number ending 4471 On 6 January I agreed a new 24-month contract by phone with your adviser at £22 a month, as confirmed in your email of the same date (copy enclosed). My first bill, dated 28 January, charges £31 a month and includes a "device plan" I did not ask for and do not have. I phoned your helpline on 29 January (reference 8812 B) and was told the bill would be corrected, but my online account still shows the higher amount. Please correct the contract to £22 a month as agreed, remove the device plan, and refund the £9 overcharged on the January bill, within 14 days. If this is not resolved I will refer the matter to the communications ombudsman. Yours sincerely, A. Okafor
Why it works. It quotes the company’s own confirmation email, which is the strongest evidence in any contract dispute. It records the helpline call and its reference. It states the remedy exactly and names the next step calmly, without a threat. A named recipient means “Yours sincerely”.
Example 3: request for a tax refund
27 Station Road Swansea SA1 8JK 15 May 2026 Pay As You Earn HM Revenue and Customs [Postal address from the gov.uk "contact HMRC" page] Dear Sir or Madam, Re: National Insurance number QQ 12 34 56 C, tax year 2025 to 2026 I believe I have overpaid income tax in the year to 5 April 2026 and I am writing to request a refund. I was employed by Hartley Engineering from 6 April 2025 until 31 October 2025 and did not work for the rest of the tax year. My P45 shows total pay of £17,400 and tax paid of £1,780. Because my tax code assumed I would earn at that rate for the whole year, more tax was deducted than is due on £17,400 of annual income. By my calculation about £800 of it should be repaid. I enclose copies of my P45 and my final payslip. Please send any refund to the bank account on my record or by cheque to the address above. Thank you for your help. Yours faithfully, D. Price
Why it works. Government departments file by reference, so the National Insurance number and tax year come first. The letter gives the facts in order, explains in one sentence why it thinks tax was overpaid, encloses the documents and says how it wants to be paid. The figures are illustrative, not a calculation to copy; check the current personal allowance, use HMRC’s online tax checker if you can, and take the address from gov.uk.
Example 4: appeal against a parking charge
8 Church Street Norwich NR2 1LM 21 March 2026 Appeals Department Carstop Parking Management Unit 4, Riverside Park Ipswich IP3 9NP Dear Sir or Madam, Re: Parking Charge Notice 7731 9920, vehicle AB12 CDE, 14 March 2026 I am writing to appeal against the parking charge notice above, issued at the Riverside Retail Park at 14:32 on 14 March. I parked at 13:05 and paid for two hours at the machine nearest the entrance; the ticket, which I enclose, shows expiry at 15:05. The notice states that no payment was recorded. If your records come from number-plate recognition, I believe the camera did not match my payment to my vehicle. Please cancel the notice. If you reject this appeal, please send the information I need to take the matter to the independent appeals service, together with a copy of the evidence you rely on. Yours faithfully, S. Hughes
Why it works. It is short, because the evidence is a single ticket. It states the facts, offers a likely explanation without speculation, and asks for the two things an appellant needs: cancellation, or the route to an independent appeal. It stays polite throughout.
What the examples have in common
- A reference line, so the reader can find the file before reading.
- Dates for everything, including earlier phone calls and emails.
- One specific request with a deadline.
- Copies of evidence enclosed and listed.
- A calm tone that makes it easy for the reader to say yes.
Templates and guides
Use the Complaint Letter Template or the Business Letter Template to write your own, and see Formal Letter Format for the conventions. For job applications, see Cover Letters; for letters to friends and family, Personal Letters.