Functional English

Making a Complaint
Objective
In this lesson, you will learn useful words and
expressions to use when making a complaint.
You will also learn how to be polite when
expressing and responding to a complaint.
Let’s start by having a group discussion.

Warm-Up
A. Brainstorming

Make a list of people you might complain to

in your community. Work together as a class.

• restaurant server

• cell phone agency

• neighbor

• Tip:
• Nobody likes a complainer.
People are more likely to listen to your
• complaint if you begin with a polite introduction:
•
"Sorry to bother you, but…"
•
"I hate to say this, but…"
•
"I don't usually complain, but…"
•
"Excuse me. Do you have a moment?"
•

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 Making a Complaint
Functional English

Warm-Up cont.
B. Vocabulary Preview

Match up as many words and meanings as you can.

Check this exercise again before you try the review tasks.

1. bother a)  to remove a debit on a bill

2. complain b)  not cooked
3. raw c)  not having enough
4. appreciate d)  to upset, worry, or interrupt
5. damaged e)  the solution to a problem
6. balance f)  to express unhappiness or concern
7. reverse the charge g)  to be thankful for
8. overcharge h)  to bill for more than is necessary or fair
9. resolution i)  the amount that one owes
10. lacking j)  broken or torn

Dialogues
Read the dialogues and underline the complaints.
Practice with a partner. Then practice again with
some of the other complaints from the boxes.

A. At a Restaurant

A: Excuse me, sir? More Complaints

Here are a few other complaints
B: Yes? Is there a problem?
you may need to make:
A: I hate to say this, but my steak is raw. I asked for well-done. Excuse me, but…
B: I apologize. I'll take it back to the kitchen. Is everything else okay? • the food is cold.

A: Actually, my son still did not get his water. • we've been waiting
for over an hour.
B: I'm so sorry. We're very busy tonight.
• this is not what I ordered.
A: That's okay.
• my meat isn't cooked.
B: It will just be a few minutes for the steak. • this sauce is too spicy.
I'll bring the water right away.
• our bill is wrong.
A: I appreciate it. Thank you.

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 Making a Complaint
Functional English

Dialogues cont.
B. At the Checkout C. With a Service Agent

A: I'm sorry to bother you, but this shirt said $29. A: Cell Phones Unlimited.
You charged me $40. Chris speaking. How can I help you?

B: I'm sorry. That shirt is not part of the sale. B: Hello. I don't usually complain,
but there is a big mistake on my bill.
A: Oh, really? It was on the sale rack.
A: Can I get your name and phone number, please?
B: I'm very sorry about that. It's actually $40.
Do you still want it? B: Casey Myers. 338-989-7768.

A: No, that's too expensive. A: Okay. I see your bill here.

The current balance is $97.55.
B: Okay. I'll take it off your bill.
B: Yes. That’s 30 dollars more than my usual bill.
A: Thanks.
A: Let’s have a look. I see a long distance charge
on May 15 to a private number in Japan.
More Complaints B: Japan? I don’t know anyone in Japan!
Now practice with some of these complaints: I need you to reverse that charge, please.
Sorry to bother you, but… A: I'm afraid I can't do that.
• this shirt has a hole in it. B: Okay. Then I'd like to speak to a manager, please.
• there is a stain on these pants.

• the package is opened.

More Complaints
• this is damaged.
Now practice with some of these complaints:
• this item looks used.
I don't usually complain, but…
• there is a piece missing.
• my bill is wrong.
• this doesn't look like it does on the box.
• my service is too slow.

• our fees are too high.

• this    isn't working.

• I can't access my account.

• I was overcharged for    .

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 Making a Complaint
Functional English

Too & Not Enough

A. Grammar Review

Let's go over some common ways to describe problems or concerns.

Purpose Pattern Example

too + Adj This necklace is too expensive.

to show that there is an excess of something
too + Adv You are speaking too quickly.

not + Adj + enough*

to show that something is lacking *Remember that enough
This avocado is not soft enough.
comes after the adjective.

B. Practice

Now write some complaints using too and not enough.

Compare your complaints with your classmates' complaints.

# Complaints Use

Ex These pants are too short. too

1 Your music too

2 My steak not enough

3 This phone bill too

4 That lineup too

5 These instructions not enough

6 My vegetables not enough

7 The women's/men's washroom too

8 This homework too

9 This coffee not enough

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 Making a Complaint
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What Seems to Be the Problem?

Complete the dialogue using the information in the box.
Then practice with a partner.

A: Mimo        Service. Jamie speaking. How can I help you? Information
1.
Company: Mimo Cell Service
B: I have a problem with my               . Location:
2.
• over the phone
A: Can I have your name and telephone number, sir?
Caller's phone number:

• 515-226-4579
B:                                  .
3.
Name of caller:

A: Okay. What seems to be the problem? • Luciano Ricci

Problem:
B:                                  .
4. • charged $100 for roaming
on cell phone bill,
A: Okay. Have you been outside of the country recently? but hasn't traveled

Response of Customer
Service Representative:
B:        .
5. • transfer to supervisor

A: That's strange. I'm going to have to transfer you to my

              . Please hold for a moment.
6.

B:               .
7.

A: No problem, Mr.               . Thank you for your patience.

8.

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 Making a Complaint
Functional English

Role-Play
Work in pairs. One person will be the person complaining
and the other will be the one responding to the complaint.
Take turns complaining and responding. Be polite.

Restaurant Doctor's Office

Customer & Server Patient & Administrative Assistant

The customer's food is taking too long. The wait has been more than an hour.

Drive-Thru Grocery Store

Customer & Drive-Thru Attendant Shopper & Grocer

The take-out bag has the wrong order. The potatoes are all soft or rotten.

Phone Company Home

Customer & Customer Service Representative Two Neighbors

The customer's bill never came in the mail. One neighbor's music is too loud.

Parking Lot Rental Office

Employee & Parking Enforcement Worker Tenant & Landlord

Someone is parked in an employee's parking spot. The apartment is always too hot (or not warm enough).

Class Airport
Student & Teacher Traveler & Airport Staff

A test was graded incorrectly. The traveler's luggage is lost.

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 Making a Complaint
Functional English

Review
Task 1

TOO / NOT ENOUGH

Write a complaint using the prompts provided.

Use two sentences for each. Be polite.

Ex. too / neighborhood

   I'm sorry to bother you, but your music is too loud.

   My daughter can't get to sleep.

1. too / at a restaurant

2. not enough / at school

3. too / at a gas station

4. not enough / at a grocery store

5. not enough / at a cafe

6. too / phone company

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 Making a Complaint
Functional English

Review cont.
Task 2

AT THE SHOE STORE

Complete the dialogue. Then ask a partner to practice it with you.

Try to memorize it. Then perform it for your teacher.

A: I don't usually            , but the sign above these            said $49.
You            me $79.

B: I'm sorry.            are not            sale.

A: Oh, really? They were on the            rack.

B: I apologize for the            , but they are part of our new spring line.
Do you still            ?

A: No,            is            much for these shoes.

B: Okay. I'm very            . They might go on sale at the end of the season.

A: Okay. I'll check again then. Thanks.

Task 3

ROLE-PLAY

Work with a partner. Choose one scenario from page 6 and create
a short role-play. Perform your role-play for your teacher/classmates.
Include at least five exchanges during the role-play. Be polite.

Your audience will have to answer the following:

1. Who are the speakers?

2. Where does the conversation take place?

3. What was the complaint?

4. What was the resolution?

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 Making a Complaint
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Role-Play Assessment Tool

Student / Group:                                               

Date Level Assessed By Role-Play Scenario Skill

Making a Complaint Speaking

Criteria Meets the Mark Getting There Needs Improvement

expresses / responds
to a complaint

uses polite language

apologizes or accepts apology

uses appropriate language

for the scenario

demonstrates good control

of grammatical structures

Notes

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 Making a Complaint
Functional English

Learner Reflection
MAKING A COMPLAINT

Add check marks () to show what you've learned in this lesson.

Name:                         Date:                        

Yes (very well) Yes (with help) Not yet

Can I...

understand and use vocabulary from this lesson?

make a complaint in a variety of situations?

respond to a complaint in a variety of situations?

use too and enough properly in a complaint?

use polite language to introduce a complaint?

apologize for another's problem or inconvenience?

My Notes

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 Making a Complaint
Functional English

Answer Key
LESSON DESCRIPTION: LEVEL: Int – High Int

Students practice making a complaint. TIME: 1 hour

They also practice using polite language before identifying their
TAGS:  functional English, complaints, making complaints,
concerns. Includes vocabulary review and assessment tasks.
complaining, problem, concern, interacting with others

Warm-Up Too & Not Enough

A. BR AINSTORMING A. GR AMMAR REVIEW

Answers will vary. Go over the grammar of too/not enough and practice some
examples to show students how adjectives and adverbs are used
B. VOCABULARY PREVIEW when making complaints.

1. d 3. b 5. j 7. a 9. e
B. PR ACTICE
2. f 4. g 6. i 8. h 10. c
Answers will vary. Check for proper sentence formation.

Dialogues
What Seems to Be the Problem?
Have students read the dialogues out loud in pairs. Invite some
students to come to the front of the class to present the dialogues. Have students complete and practice the dialogue.
Then have students try some of the other scenarios. Answers will vary.

1. Cell
A. AT A RESTAUR ANT
2. cell phone bill
Students should underline: 3. My name is Luciano Ricci. My number is 515-226-4579.
4. I was charged $100 for roaming this month.
• I hate to say this, but my steak is raw.
5. No.
• Actually, my son still did not get his water.
6. supervisor
7. Thank you.
B. AT THE CHECKOUT
8. Ricci
Students should underline:

(continued on the next page...)

• I'm sorry to bother you, but this shirt said $29.
You charged me $40.
• That's too expensive.

C. WITH A SERVICE AGENT

Students should underline:

• I don't usually complain, but there is a big mistake on my bill.

• That's thirty dollars more than my usual bill.

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Answer Key cont.
Role-Play
Place students in pairs and have them practice a scenario. Switch
pairings and assign a new scenario. Walk around and listen to your
students as they practice making and responding to complaints.
Ask the best ones to perform for the class.
Review (Assessment Tasks)
The following tasks can be used for assessment  Learner Reflection
purposes and/or review practice.
TASK 1
Answers will vary. Make sure that students are using the grammar
correctly. Encourage them to use a variety of polite expressions
(Excuse me, Sorry to bother you, I don't usually complain, but, etc.)
before their complaints.
TASK 2
Answers may vary. For the spoken part of this task, you could
ask students to change some of the details to make the dialogue
their own. They could change the clothing item, price, and
polite introduction.
A: I don't usually complain, but the sign above
these shoes said $49. You charged me $79.
B: I'm sorry. These shoes are not on / part of the sale.
A: Oh really? They were on the sale rack.
B: I apologize for the error / mistake / sign / confusion,
but they are part of our new spring line.
Do you still want them / want to buy them?
A: No, $79 / that is too much for these shoes.
B: Okay. I'm very sorry.
They might go on sale at the end of the season.
A: Okay. I'll check again then. Thanks.
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Making a Complaint
Functional English
TASK 3
If you want to use this task for summative assessment, hand
out the ready-made Role-Play Assessment Tool (page 9), or
personalize your own from a template in Shared Criteria for
Success: https://esllibrary.com/resources/2352
Place students in pairs and have them do
a role-play for the class (or just for you).
When you are finished with this lesson, have your
students reflect on their learning by filling in the chart.
SPELLING NOTE:
This lesson shows the American spelling of the words Traveled,
Traveler, Neighbor, Neighborhood, and Practice. Other English-
speaking countries spell these words this way: Travelled,
Traveller, Neighbour, Neighbourhood, and Practise (when used as
a verb; Practice when used as a noun). Make it a challenge for
your students to find these words in the lesson and see if they
know the alternate spellings.
EDITOR’S NOTE:
You may see drive-thru spelled as drive-through. Both are
acceptable spellings. In some parts of the world, fast food or
takeout is called takeaway, and this word is used as a noun or
an adjective. When used as adjectives, the words fast-food
and take-out contain a hyphen.
ABOUT THE EMOJI:
The emoji (and their derivatives) used in this lesson are from
Twemoji, an open-source project by Twitter. They are licensed
under CC-BY 4.0. https://github.com/twitter/twemoji
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