Written assurance

[Guest]

Test No. incompl/advan-26 "Agreements", question 8

After the complaint had been received from the customer about poor service, she was given a written ......... that the matter would be put right.

(a) paper
(b) insurance
(c) assurance
(d) conviction

Test No. incompl/advan-26 "Agreements", answer 8

After the complaint had been received from the customer about poor service, she was given a written assurance that the matter would be put right.

Correct answer: (c) assurance

Your answer was: incorrect
After the complaint had been received from the customer about poor service, she was given a written paper that the matter would be put right.
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Is "written assurance" a fixed term?
Is "paper" inacceptable as it is too plain?

[Alan]

Here written means in writing and not just spoken and so paper in writing would not mean anything.
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English as a Second Language
You can read my ESL story Present Simple

[Zhangbaixiang]

I am confused by the word "she", to whom does it refer? the customer or the poor service provider?

thanks
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I have a dream and I want to know the secret of time and universe.

[Alan]

It refers to the customer.

Alan
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English as a Foreign Language
You can read my EFL story Progressive Forms