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Dear Mr Evans,

I am writing to you to complain  about a six months course where together with my friends we had been studying English.We were not happy about the terms you suggested, but at the same time we could not do nothing because your support service didn't answered us. i simply can not understand why you did not tell us that the lessons would be provided by non-native speakers.Moreover,the lessons were constantly canceled and the tutors were always late for classes .This is, I am sure you will agree, not a good way to conduct business. Just for the record,  i want to remind you  that your course is very expensive. I had lost so much money and nerves .We must cancel the agreement for next year.

Best regards,

...

Hello, dear Rita Klein!
We read your letter, and I agree with you about this. But we also ask you to login into our situation, because we both made our changes or working section or not depends on the government, because they emit a small amount of money for our school. Of course with queues to do anything will be difficult, after all, like you want to eat and drink and to restrict some at the expense of others is not eligible. Of course we don't leave it idle and try to still do something with sections and will try to dissolve the queue in the dining room, but it all takes time. We also recommend you to write a letter to the city administration and there to explain everything just as well as we do.
Sincerely, school news and director!