B2 WritingB2 Pre-advanced

A formal letter of apology – B2 English Writing

Exercise 3

Exercises:1 2 3

Choose the correct words to complete this letter.

Dear Mr Brindley,

I would like to apologize 1 my behaviour which caused a customer to make a complaint last Friday. I realize that I 2 inattentive and that it was wrong of me 3 my duties. The customer had 4 to make a complaint because there was 5 for my laziness.

Thank you for inviting me to share my experience of the incident. I was working the late shift from 8pm – 1am at the hotel. However, I had a college assignment to do and I 6 that I was working on that while working at reception. When a guest arrived, I asked him to wait while I finished a paragraph, and I made him 7 about 5 minutes. I realize that this is unacceptable and I 8 you that it will not happen again.

Please accept my sincere apologies.

Yours sincerely,
Katie Wykes

A formal letter of apology

Example

Dear Ms Wainwright,

I would like to apologize for my behaviour, which led to a complaint from guests at the water park on Friday, 9th August. I realize it was wrong of me to swear at them, and they had every reason to complain about my conduct. Please accept my most sincere apologies.

Thank you for inviting me to share my experience of the incident. I helped the family, which consisted of two adults and two young children, to put on their life jackets and get in a canoe. Following park guidelines, I instructed them to keep the life jackets on at all times. However, when they were out on the lake, I saw the adults remove the life jackets of the young children in order to take their photo. I immediately asked them to replace them, but they refused. I admit that I lost my temper at this point and did not follow the park’s protocol to always be respectful towards guests.

I hope you understand that I reacted with the children’s safety in mind and that I was being vigilant in my duty as canoe supervisor. However, I recognize that I was in the wrong and should not have sworn at the guests.

I assure you that it will not happen again.

Yours sincerely,
Sam Partridge

Structure of a formal letter of apology

A formal letter of apology typically includes the following parts, as seen in the example letter:

Opening (paragraph 1)

Start by apologizing and acknowledging the issue, including specific details about what happened and the consequences of your actions: ‘I would like to apologize for …’

Explanation (paragraph 2)

Provide a clear and factual account of the events, avoiding unnecessary justifications or emotional language: ‘Thank you for inviting me to share my experience of the incident …’

Responsibility and acknowledgement (paragraph 3)

Acknowledge your mistake, show empathy, and validate the other person’s perspective: ‘I hope you understand that …’

Resolution and assurance (paragraph 4)

Offer assurance that you have learned from the incident and describe any steps you will take to ensure it doesn’t happen again: ‘I assure you that it will not happen again.’

Additional elements

Remember to include polite opening and closing lines: Dear … Yours sincerely …

Useful Expressions

To take responsibility

I would like to apologize for my behaviour.
It was wrong of me to (+ infinitive).
I was in the wrong.
It was my fault.
I acknowledge that my action led to (consequence)

To validate the other person’s feelings

(The guests/You/etc.) had every reason to (+ infinitive).
There is no excuse for (+ noun).

To explain or justify actions (politely)

I hope you understand that I acted with (noun) in mind.
I hope you understand that I acted in (someone’s) best interests.

To offer sincere apologies

I apologize unreservedly.
Please accept my apologies.

To promise corrective action

I assure you that it will not happen again.

Useful Verbs for making apologies

The following verbs are commonly used in letters of apology. Note how they are used in a sentence.

Verb + (verb-ing / noun)

Regret + (verb-ing / noun)

I regret being rude to the guests.
I regret my rudeness.

You can make the negative form by adding not:

I regret not paying attention.

Verb + preposition + (verb-ing / noun)

Apologize for + (verb-ing / noun)

I would like to apologize for my behaviour.
I would like to apologize for insulting the guests.

You can make the negative form of apologize by adding not:

I apologize for not paying attention.

Admit to + (verb-ing / noun)

I admit to losing my temper.
I admit to the crime.

Verb + that + clause

Realize that (+ clause)

I realize that this behaviour was wrong.

Recognize that (+ clause)

I recognize that I offended the clients.

Complain about (+ noun)

The guests had every reason to complain about my conduct.

Admit that (+ clause) / Admit to (verb-ing / noun)

I admit that I was rude to the customers.

Should have

Should have and should not have are useful expressions to refer to actions that you regret doing or not doing in the past. Use a past participle verb after should/shouldn’t have.

Use should have for things you did not do but now you wish you had done.

I should have spoken to the guests politely.

Use should not have for things you did that now you regret.

I should not have been rude to the guests.

Was being

Was being is not used to describe permanent states; for example, we cannot say, ‘I was being short when I was young.’ However, it is possible to use it to describe temporary states:

Sorry. I wasn’t being attentive when the accident happened.

These adjectives describe common temporary states that might lead to mistakes: careless, rude, selfish, inattentive, silly, unreasonable, and thoughtless.

I was being careless and not paying enough attention.
I wasn’t being careful, and I made a terrible mistake.

Verb + object patterns for describing events

Use the past simple tense to describe events. Take care to use verb patterns accurately.

The following verbs use the pattern: verb + object + to + verb infinitive: instruct, tell, ask, force, help, teach, persuade.

I helped the family (to) put on their life jackets.
I instructed them to keep the life jackets on at all times.
I asked them to replace their life jackets.

The following verbs use the pattern: verb + object + verb infinitive: saw, make, let

I made them put on life jackets.
I saw them take off their life jackets.
The parents let their children take off their life jackets.

Ready to practice?

Put your knowledge to the test with interactive exercises (3 exercises available).