We all have moments when something goes wrong. For example, a cold meal at a restaurant, a noisy hotel room, a delayed delivery. In English, it’s important to complain politely, not angrily. Here you will find useful expressions, examples, and a short practice activity.
1. When do we make complaints?
Here are common situations:
- At a restaurant (the food is cold / wrong order)
- In a hotel (room is dirty / too noisy)
- In a store (item is broken / size is wrong)
- With services (internet doesn’t work / package arrives late)
Complaints are usually made to solve a problem, not to argue.
So the language needs to be polite, clear, and calm.
Useful Phrases for Complaining
| Function | Useful Phrases |
|---|---|
| Complaining | • I’m sorry, but there’s been a mistake with … • I’m afraid that there’s a problem with … • There seems to be a problem with … • Can I see your …, please? • I’d like to make a complaint. |
| Giving reasons for complaints | • The problem is … • The … doesn’t work. • The … is broken. • I’ve been waiting for … |
| Responding and offering solutions | • I’m very sorry about that. • Unfortunately, we can’t … • We’ll give you … |
| Asking for action | • I’d like to cancel the order / get a refund / speak to the manager, please. • I’d like you to (change it for a new one). • Please could you (bring the bill)? |
| Situation | Complaining | Giving Reason | Asking for Action |
|---|---|---|---|
| Cold food at a restaurant | I’m afraid that there’s a problem with my meal. | The food is cold. | Please could you heat it up? |
| Wrong order | I’m sorry, but there’s been a mistake with my order. | The problem is I ordered chicken, not fish. | I’d like you to change it for a new one. |
| Broken product (store) | There seems to be a problem with this. | The item is broken. | I’d like to get a refund, please. |
| Hotel room issues | I’d like to make a complaint. | The shower doesn’t work. | I’d like you to send someone to fix it. |
| Long waiting time | I’m afraid that there’s a problem with the service. | I’ve been waiting for 30 minutes. | Can I speak to the manager, please? |
| Incorrect bill | I’m sorry, but there’s been a mistake with the bill. | The problem is the price is wrong. | Please could you correct it? |
Let’s Practice!
Practice 1
Speaking
Practice 1
Practice 2