Making complaints politely
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Think about these questions before reading. Share your ideas with a partner.
- Think about the last time you were disappointed with a purchase or a service. What was the issue, and what factors influenced your decision to either complain or stay silent?
- In your opinion, what is the difference between someone who complains effectively and someone who is just being difficult?
- Imagine you're at a restaurant for an important occasion and your meal is served cold. What would you consider before deciding how to handle the situation?
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How to Make a Complaint
Listen to the dialogue. Notice how the vocabulary and grammar from the lesson are used.
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Key vocabulary for making complaints
Vocabulary
These expressions will help you describe problems and discuss solutions more effectively.
Examples
Not up to scratch — not good enough or not meeting the expected standard.
Usage note: This is a common idiom, especially in British English. It's a slightly indirect but clear way to express dissatisfaction. Example: 'The quality of the repair work was simply not up to scratch.'
To be fobbed off — to be given an excuse or unsatisfactory answer to stop you from complaining or asking for something.
Usage note: This is an informal phrasal verb, often used when you feel a company is trying to avoid dealing with your issue. Example: 'I felt like they were just trying to fob me off with a generic email response.'
To escalate a complaint — to take a complaint to a more senior person or a higher authority.
Usage note: This is a very useful, semi-formal phrase for when you are not satisfied with the initial response. Example: 'If you can't resolve this for me, I'll need to escalate my complaint to your supervisor.'
The last straw — the final problem in a series of problems that makes a situation unbearable and causes you to take action.
Usage note: This idiom is great for storytelling and explaining why you finally decided to complain. Example: 'The flight was delayed and they lost my luggage, but the rude staff was the last straw.'
To seek redress — to ask for a way to correct or improve a bad situation, often through official channels.
Usage note: This is a formal phrase, suitable for written complaints or when discussing serious issues. It means you are looking for a solution or compensation. Example: 'We are writing to seek redress for the damages caused by the faulty appliance.'
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Phrases for making a complaint
Complete the sentences with the correct ending.
Match each item on the left with the correct item on the right.
Drag or click to match
Definitions
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Complete the sentences with words from the box. One word is extra.
Word bank
01If the customer service representative can't resolve your problem, you may need to your complaint to a manager.
02The company offered me a full refund as a form of for the faulty product they sent.
03I felt completely when the manager gave me a generic excuse instead of a real solution.
04The quality of the hotel room was simply not up to ; the heating was broken and the sheets were stained.
05The delivery was two weeks late, but the final was when they sent the wrong item entirely.
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Grammar: The passive voice for describing problems
Grammar
When making a complaint, using the passive voice helps you sound more formal and less accusatory. It allows you to focus on the problem or the action, rather than on the person who made the mistake, which is a key part of complaining politely.
Examples
I was sent the wrong item, and I'd like to exchange it.
Here, the focus is on the fact that the wrong item was sent, not on who sent it. This is more polite than saying 'You sent me the wrong item'.
I was told that the repair would be completed by Friday.
This structure is perfect for reporting information you received from a company or its staff without being confrontational.
My laptop hasn't been fixed properly; the same issue is still occurring.
The passive can be used in different tenses. The present perfect passive (hasn't been fixed) is useful for talking about an action that should have happened but didn't.
Key points
- Form the passive voice with the subject + the correct form of the verb 'to be' + the past participle.
- Use the passive to describe a problem without directly blaming the listener.
- Common mistake: Avoid adding 'by you' (e.g., 'I was overcharged by you'), as this defeats the purpose of being indirect and polite.
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Find the mistake
Read the sentences below, which are all related to making a complaint. Can you spot the error in each one?
Each sentence contains one error. Find and correct it.
01The advertisement was completely mislead; the product looked nothing like the pictures.
Corrected version
The advertisement was completely mislead; misleading; the product looked nothing like the pictures.
02I was over-charged for my meal, and the bill was not be corrected by the waiter.
Corrected version
I was over-charged for my meal, and the bill was not be corrected by the waiter.
03After they ignored my emails, I decided to elevate my complaint to the head office.
Corrected version
After they ignored my emails, I decided to elevate escalate my complaint to the head office.
04I was wondering if you can possibly offer a replacement for this faulty device.
Corrected version
I was wondering if you can could possibly offer a replacement for this faulty device.
05I tried to explain the problem, but the manager just fobbed me away with a weak excuse.
Corrected version
I tried to explain the problem, but the manager just fobbed me away off with a weak excuse.
06The quality of the products, as well as the delivery time, were not up to scratch.
Corrected version
The quality of the products, as well as the delivery time, were was not up to scratch.
07I'm afraid I have to do a complaint about the noise from the room next door.
Corrected version
I'm afraid I have to do make a complaint about the noise from the room next door.
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The power of the one-star review
Read the passage below, then answer the comprehension questions.
The digital age has transformed how we handle dissatisfaction. Previously, if a product was delivered and found to be not up to scratch, the path to seek redress was a private, often frustrating, phone call. It wasn't uncommon for customers to be fobbed off with generic excuses. Today, the game has changed. Consider this: a customer receives a faulty gadget. After a failed attempt to get help, which proves to be the last straw, they don't just ask for a manager. Instead, they post a detailed one-star review, complete with photos. This decision to escalate the complaint publicly can have a rapid impact. Suddenly, a problem that was ignored is now publicly visible. Companies, fearing reputational damage, often respond with surprising speed. This shift demonstrates the immense power of the consumer voice in the online marketplace.
01According to the passage, what was a common outcome of making a complaint by phone in the past?
Sample answerIt was common for customers to be fobbed off, or given unsatisfactory excuses.
02What action does the passage describe as 'the last straw' for a modern customer?
Sample answerA failed attempt to get help after receiving a faulty product.
03Why do companies often respond quickly to public complaints like online reviews?
Sample answerThey respond quickly because they are afraid of damage to their reputation.
04What can you infer about the author's view on the effect of the internet on consumer rights?
Sample answerThe author believes the internet has significantly empowered consumers, giving them more influence over companies.
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Discuss these questions with a partner. Try to use vocabulary from the lesson.
- How do cultural norms in your country affect how people make complaints? For example, is it more common to handle issues directly and publicly, or is a more indirect approach preferred? Do you think people are often fobbed off because of these cultural expectations?
- Some argue that with social media, complaining has become too easy and is used to unfairly damage reputations. Others say it's a powerful tool for consumers to seek redress. What is your view, and when does a public complaint cross the line from fair criticism to online bullying?
- Imagine a service is consistently not up to scratch and you feel you're being ignored. What would be the last straw for you? Describe the steps you would take to escalate your complaint and what you would consider a fair resolution.