Match the items on the left with the items on the right.

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	Functions	Phrases
1.	Apology for the error or fault	a) This was caused by an unexpected malfunction.
2.	Accepting a Complaint	b) Thank you for your letter of 3 February.
3.	Acknowledging receipt of a complaint letter	c)We assure you that this will not happen again.
4.	Explanation of the fault	d)We understand how disappointing it can be when your expectations are not met.
5.	Assurance	e)I regret to inform you that we cannot take responsibility for this occurence.
6.	Replacement of goods	f)We look forward to your continued custom, and to serving you again.
7.	Regret at dissatisfaction	g)We agree that the usual high standards of our products were not met in this instance.
8.	Rejecting responsibility	h) I would like to apologise for the error made by our company.
9.	Reasons for the rejection	i) We have dispatched the new items.
10.	A concluding sentence aiming at retaining the goodwill	j) This is because the item was on sale, and therefore refunds and returns are not permitted.

GRAMMAR REVIEW

The Grammar of 'Complain'

You are an accountant for City Group Ltd, a company dealing with VAT returns around the world. Read the letter of complaint on the left. Fill the gaps in Memorandum with proper words (to complain – complains – complained - have complained- complaining – complaint - compliant.)

Flat 303 Lucky Mansions 856 Green Road Kowloon 24 July 2007 City Group Ltd 33 Kadoorie Avenue Kowloon Dear Sir/Madam A week ago I was informed about the visit ofVAT Officer.We agreed on Monday Morning at 10. He asked to prepare all business records. Unfortunately, he did not come and there were no letters, no telephone calls to inform in advance. Could I please ask you to look into these matter - not only on my behalf but also on behalf of other clients, and in fact on behalf of your company, too. I look forward to hearing from you. Yours faithfully Luisa Berlotti Luisa Berlotti

MEMORANDUM

To:	Anne Miller, VAT Officer
From:	Jane Travil, Director
Date:	26 July 2007

Subject: Suggestions arising from... about VAT Officer visit.

1. Introduction

I am writing to inform you that recently some clients... about the work of your officers, and to make some suggestions.

2. Problems, Causes & Suggestions
2.1 Clients wrote to... that officers do not come in time. I suggest that we should controll their work.
2.2 A number of clients wrote to us...about time they waste waiting our officers. To compensate them I would like to fine the workers.

Action

With your approval I will handle these...by implementing the above suggestions.

6. 3

Language check

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