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Classroom slides
Show these on a projector or TV. Use the arrow keys, or tap the right side of a slide to go forward and the left side to go back. Press ▶ to play the recording, F for full screen and P to play the slide's audio.
Everyday English · Lesson 28 · Confident · B1
Making a complaint politely
Complain clearly and politely, and get a result.
Welcome, !
Warm-up · talk with a partner
When did you last have a problem with something you bought? What did you do?
Key phrase 1 of 8
I'd like to make a complaint.
Say it clearly.
Key phrase 2 of 8
I'm not happy with the service.
Explain the problem.
Key phrase 3 of 8
I was told it would be ready on Monday.
Explain what you expected.
Key phrase 4 of 8
This is the third time I've called.
Show it's a repeated problem.
Key phrase 5 of 8
What can you do to fix this?
Ask for a solution.
Key phrase 6 of 8
I'd like a refund.
Say what you want.
Key phrase 7 of 8
Can I speak to a manager, please?
Escalate politely.
Key phrase 8 of 8
I'd like that in writing, please.
Get confirmation.
Conversation
Staff and Customer
Listen to the whole conversation first. Then we go line by line.
Conversation · line 1 of 8
Staff
Hi, how can I help?
Conversation · line 2 of 8
Staff: Hi, how can I help?
Customer
Hi. I'd like to make a complaint. I dropped off my phone for repair two weeks ago.
Conversation · line 3 of 8
Customer: Hi. I'd like to make a complaint. I dropped off my phone for repair two weeks ago.
Staff
OK, let me check.
Conversation · line 4 of 8
Staff: OK, let me check.
Customer
I was told it would be ready on Monday. This is the third time I've called.
Conversation · line 5 of 8
Customer: I was told it would be ready on Monday. This is the third time I've called.
Staff
I'm really sorry. The part hasn't arrived yet.
Conversation · line 6 of 8
Staff: I'm really sorry. The part hasn't arrived yet.
Customer
I understand, but I need my phone for work. What can you do to fix this?
Conversation · line 7 of 8
Customer: I understand, but I need my phone for work. What can you do to fix this?
Staff
We can give you a loan phone today and a ten per cent discount.
Conversation · line 8 of 8
Staff: We can give you a loan phone today and a ten per cent discount.
Customer
OK, thank you. Could you put that in writing, please?
Your turn · role-play
Work with a partner
Student A is Staff. Student B is Customer. Read the conversation together, then swap. Then try it again with your own details.
Your turn · say it 1 of 3
I'd like to make a complaint.
Say it to your partner, then listen to theirs.
Your turn · say it 2 of 3
I was told …
Use your own details where you see “…”. Say it to your partner, then listen to theirs.
Your turn · say it 3 of 3
What can you do to fix this?
Say it to your partner, then listen to theirs.
Quiz · question 1 of 5
What's the best way to start a complaint?
- A Shout
- B I'd like to make a complaint.
- C You're useless.
✓ B: Calm and clear works best.
Quiz · question 2 of 5
Why say what you want (a refund, a repair)?
- A So they know how to fix it
- B It's rude
- C It doesn't matter
✓ A: Ask for a specific solution.
Quiz · question 3 of 5
What does 'escalate' mean?
- A Take the problem to someone more senior
- B Use the stairs
- C Give up
✓ A: Ask for a manager or supervisor.
Quiz · question 4 of 5
What does 'I understand, but…' do?
- A Shows you're reasonable while staying firm
- B Ends the complaint
- C Agrees with everything
✓ A: Polite but firm.
Quiz · question 5 of 5
If a business doesn't fix a problem, who can help in many cases?
- A Your state's consumer protection agency
- B Nobody
- C The police
✓ A: Each state has a consumer affairs or fair trading agency.
Culture talk
How does this work in your country? Tell your partner.
Well done, !
Practise at home
The same lesson, free, no sign-up:
englishcoaching.co/
Free lessons at englishcoaching.co
· englishcoaching.co
Teacher notes
Level: Confident · B1 · Time: about 60 minutes · You need: this page on a screen with sound, and one printed worksheet per learner.
Warm-up (5 minutes)
Show the warm-up slide and ask: "When did you last have a problem with something you bought? What did you do?" Learners talk in pairs for two minutes, then a few share with the class.
Three steps
- Key phrases (15 minutes). Show each phrase, press ▶ and let learners listen once, then repeat together, then one by one. Check meaning with the note on the slide: "When would you say this?"
- The conversation (15 minutes). Play the whole conversation once with worksheets face down. Then go line by line while learners fill the gaps in part B of the worksheet. Check answers, then learners read it in pairs.
- Your turn and the quiz (20 minutes). Learners say the "Your turn" sentences with their own details, do the role-play below, then answer the quiz slides in pairs before you press "Show answer". Finish with part D of the worksheet (their own sentences).
Pair work
Student A is Staff and student B is Customer. Pairs read the conversation, swap roles, then turn the worksheet over and do it again from memory, changing the details (names, times, places, prices). Stronger pairs add two lines of their own; newer learners can keep the worksheet in front of them.
Using the audio
- Every phrase and conversation line is recorded with natural AI voices: Staff is read by Josh and Customer by Mel. Press ▶ on a slide or press P.
- Play each phrase twice: once to listen, once for the class to repeat. On the conversation slides, pause after each line so learners can repeat it.
- Test the sound before class. If the internet is slow, open the slides a few minutes early and play the first phrase once.
Culture talk
End by asking learners how this works in their country. It's a natural way to practise the new phrases and to learn from each other.
After class
- Learners can do the full lesson at home, free and with no sign-up: Making a complaint politely. The last slide has a QR code to it.
- Running a course? Print certificates of participation when your group finishes a level.
Printable worksheet
One A4 worksheet per learner: the key phrases and the conversation with gaps, the quiz, and space for their own sentences. The answer key prints on a separate page.
Name: Date:
Everyday English · Lesson 28: Making a complaint politely
Complain clearly and politely, and get a result.
A. Key phrases: fill the gaps
Word bank: called · complaint · manager · ready · refund · service · this · writing
- I'd like to make a . (Say it clearly)
- I'm not happy with the . (Explain the problem)
- I was told it would be on Monday. (Explain what you expected)
- This is the third time I've . (Show it's a repeated problem)
- What can you do to fix ? (Ask for a solution)
- I'd like a . (Say what you want)
- Can I speak to a , please? (Escalate politely)
- I'd like that in , please. (Get confirmation)
B. Listen to the conversation and fill the gaps
- Staff: Hi, how can I ?
- Customer: Hi. I'd like to make a complaint. I off my phone for repair two weeks ago.
- Staff: OK, let me .
- Customer: I was told it would be ready on Monday. This is the time I've called.
- Staff: I'm really sorry. The part hasn't yet.
- Customer: I , but I need my phone for work. What can you do to fix this?
- Staff: We can give you a loan phone today and a ten per cent .
- Customer: OK, thank you. Could you put that in writing, ?
C. Quick quiz: circle the best answer
What's the best way to start a complaint?
a) Shoutb) I'd like to make a complaint.c) You're useless.
Why say what you want (a refund, a repair)?
a) So they know how to fix itb) It's rudec) It doesn't matter
What does 'escalate' mean?
a) Take the problem to someone more seniorb) Use the stairsc) Give up
What does 'I understand, but…' do?
a) Shows you're reasonable while staying firmb) Ends the complaintc) Agrees with everything
If a business doesn't fix a problem, who can help in many cases?
a) Your state's consumer protection agencyb) Nobodyc) The police
D. My sentences
Finish these with your own details. Then write two more sentences you can use this week.
- I'd like to make a complaint.
- I was told
- What can you do to fix this?
Free lesson with audio: englishcoaching.co/learn-english/everyday-english/making-a-complaint-politely/ · Free to use with your learners. Please keep the englishcoaching link on printed copies.
Answer key · Lesson 28: Making a complaint politely
A. Key phrases
- I'd like to make a complaint.
- I'm not happy with the service.
- I was told it would be ready on Monday.
- This is the third time I've called.
- What can you do to fix this?
- I'd like a refund.
- Can I speak to a manager, please?
- I'd like that in writing, please.
B. Conversation gaps
- help
- dropped
- check
- third
- arrived
- understand
- discount
- please
C. Quiz
- b) I'd like to make a complaint.
- a) So they know how to fix it
- a) Take the problem to someone more senior
- a) Shows you're reasonable while staying firm
- a) Your state's consumer protection agency
englishcoaching.co/learn-english/everyday-english/making-a-complaint-politely/
Free to use with your learners. Please keep the englishcoaching link on printed copies.
Frequently asked questions
How do I teach making a complaint politely to adult English learners?
Start with a warm-up question, present the 8 key phrases with the recorded audio, play the conversation line by line, let learners role-play it with their own details, and finish with the quiz. The teacher notes on this page give timings for a 60-minute class.
What level is this lesson?
Confident level, about CEFR B1. It is lesson 28 of 42 in our free Everyday English course, so you can follow the course week by week or pick the topics your learners need.
Do learners need an account?
No. Learners can do the same lesson at home for free, with no sign-up, at /learn-english/everyday-english/making-a-complaint-politely/. Their progress is saved only on their own device.
Can I print the worksheet?
Yes. Press 'Print the worksheet' to print it or save it as a PDF on A4 paper. It has the key phrases and the conversation with gaps, the quiz, space for learners' own sentences and an answer key on a separate page.
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