greeting Dear Sir/Madam, introducing your reason for writing I am writing to express my dissatisfaction at the service I received. background information I have been a regular customer of your shop for many years. what went wrong After leaving your shop today, I realised I had been charged £100 instead of £10. what you'd like to happen I would like a refund of the difference as soon as possible. closing Yours faithfully, https://339efcb25eb75e967b0d-ff8eeadd950d51fd1fc939dca75b3973.ssl.cf1.rackcdn.com/assets_default.swf