Formal complaint email to a financial institution (CLB 10)
Task prompt
Your bank charged you an unauthorized fee of $240 on your account three months ago. You have called customer service twice and visited a branch, but the issue remains unresolved. Write a formal complaint email to the bank's dispute resolution office. State the facts precisely, document your prior attempts, demand a specific resolution, and indicate next steps if the matter is not resolved.
Your task
Write a formal escalation complaint to a bank’s dispute resolution office. Your email must:
- State the facts of the unauthorized charge precisely
- Document previous resolution attempts with dates
- Demand a specific, time-bound resolution
- State what action you will take if unresolved
Word count target: 200–240 words
Model answer (CLB 10)
Subject: Formal Complaint — Unauthorized Fee, Account #****7821 | Reference: CS-20260301 & CS-20260318
Dear Dispute Resolution Officer,
I am writing to formally escalate an unresolved billing dispute regarding my personal chequing account (ending in 7821). On March 1, 2026, a fee of $240.00 labelled “Premium Service Package — Annual” was applied to my account without my authorization. I have never enrolled in or consented to this service package, and no corresponding disclosure was provided to me in advance.
I contacted your customer service department by telephone on March 5 (reference CS-20260301) and again on March 18 (reference CS-20260318), and was advised on both occasions that the charge was “under review.” I also visited the Ridgeway branch in person on April 2, where a representative confirmed the review was ongoing but could not provide a resolution timeline. It is now May 28 — nearly three months since the original charge.
I am requesting the following action by June 11, 2026: a full refund of $240.00 to my account, written confirmation of the reversal, and a written explanation of how the fee was applied without my authorization.
If this matter is not resolved by the date stated above, I will file a formal complaint with the Financial Consumer Agency of Canada (FCAC) and consult legal counsel regarding potential further action.
Yours sincerely, Robert Kamau Account #****7821 | (780) 555-0944 | robert.kamau@email.com
Why this scores CLB 10
| CLB Criterion | What this response does well |
|---|---|
| Purpose | Escalation email that creates a formal paper trail with accountability |
| Detail | Exact amount, exact dates, case reference numbers, branch visit, three-month timeline |
| Organization | Facts → prior attempts → demand → consequences — airtight escalation structure |
| Tone | Controlled, precise, firm — professional without being aggressive |
| Vocabulary | ”formal escalation,” “disclosure,” “under review,” “reversal,” “legal counsel,” “FCAC” |
| Grammar | Passive voice used strategically, subordinate clauses, no errors |
Common mistakes at CLB 8–9
| Weak version | Why it loses marks |
|---|---|
| ”I’m very angry about this.” | Emotion undermines credibility in formal dispute communications |
| No reference numbers | Without documentation, the complaint appears unfounded |
| No deadline for resolution | At CLB 10, every escalation must set a time-bound expectation |
| Not naming next steps | The threat of FCAC or legal action is what makes the escalation credible |
Examiner tip
CLB 10 escalation emails are the most demanding CELPIP writing format. The examiner is testing whether you can construct an argument that a professional institution will take seriously. The key is documentation: dates, reference numbers, visit records. Without these, the email is an assertion. With them, it is a case. Learn to write a paper trail, not just a complaint.