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Writing a formal letter of complaint

By OtisamLMS · 21 Oct 2026

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Subject
English Language · SHS
Year
SHS 2
Week
Term 1 · Week 3
Lessons
2 × 60 min
Class size
50
Strand
Writing
Sub-strand
Formal and transactional writing
Content standard
Learners write formal letters that suit their purpose and audience, using the right layout and tone.
Key words
salutationsubscripttoneregisterrequestYours faithfullyYours sincerely

Learning indicators

  • Set out a formal letter with both addresses, date, salutation, title and closing
  • Organise the complaint into clear paragraphs: problem, effect, request
  • Use a polite, firm tone and avoid slang

Core competencies

  • Communication and collaboration
  • Citizenship (raising concerns through proper channels)
  • Critical thinking

Resources

  • Two short letters written by the teacher about the same problem: one rude, one formal
  • A layout chart on manila card

Lesson flow

  1. 1Starter

    Read both teacher-written letters about a broken borehole in the community. Learners decide which one the District Assembly is more likely to act on, and give two reasons.

  2. 2Main activities

    1. Using the layout chart, label the parts of the formal letter together. Point out when to use 'Yours faithfully' and when 'Yours sincerely'. 2. Plan a complaint in three paragraphs: what the problem is, how it affects people, what you want done and by when. 3. In pairs, learners rewrite three rude sentences from the first letter in a formal tone (e.g. 'You people never do anything' → 'Several reports to your office have not yet been answered'). 4. Each learner chooses a situation (late school bus, noise from a drinking spot, a faulty phone bought from a shop) and writes the first draft. 5. Peer check with a checklist: layout, three paragraphs, tone, request.

  3. 3Reflection

    Learners underline the one sentence in their draft that they think is most persuasive and share it with a partner.

Assessment

Mark the final draft out of 20: layout 5, content 5, organisation 5, language and tone 5. Return with one written comment per learner.

Differentiation

Support: give a letter frame with the layout already in place and sentence starters for each paragraph. Extension: write the reply the official might send.

Homework

Finish the letter neatly for marking.

Teacher notes

Keep the rude letter light-hearted; learners enjoy correcting it.
Letters, articles and narrative essays English Language practice questions Video lessons

Plans are written by OtisamLMS teachers and are a starting point: adapt them to your learners. Report a problem with this plan.