Business/Official Letters

Business / Official Letters (Enquiry, Order, Complaint, and Replies)

A business or official letter is a formal letter exchanged between a customer and a firm, or between offices, to transact work. It carries about 5 marks, word limit 120-150 words. The four common types are enquiry, order (placing goods), complaint, and replies to each.

When it is used: asking for a catalogue/quotation (enquiry), placing an order for goods, complaining about defective/delayed supply, or a firm replying to any of these.

Exact format (full block)

Sender's address
Date
Receiver's designation & address (e.g. The Sales Manager, XYZ Ltd.)
Subject: _________________
Sir/Madam,
Body - Para 1: purpose (enquiry / order / complaint).
       Para 2: specifics - items, quantity, model, order number, dates.
       Para 3: expected action - quotation, despatch, replacement, refund.
Yours faithfully,
Signature / Name & designation

Be precise and business-like: give exact quantities, catalogue numbers, dates, and terms. Avoid emotion even in a complaint - state facts and the remedy sought.

CBSE marking scheme (5 marks)

• Format - 1 mark: both addresses/date, receiver's designation, subject, salutation, close.
• Content - 2 marks: clear purpose + all specifics (quantity, reference, action).
• Expression - 2 marks: accuracy (1) + formal, coherent language (1).

Model example - complaint (abridged)

Sunrise Stationers, 18 Market Road, Bhopal

5 August 2026

The Sales Manager

Paper World Pvt. Ltd., Indore

Subject: Complaint regarding defective supply (Order No. 245)

Sir,

With reference to our Order No. 245 dated 20 July 2026, the consignment of 50 reams of A4 paper received yesterday is unsatisfactory. Nearly twenty reams are damp and discoloured, making them unusable for printing.

This has caused inconvenience to our customers. I request you to replace the defective reams within a week or adjust their cost against our next order. …