Making a Complaint

An intermediate phone-conversation focused on polite-but-firm complaints and problem resolution. Vocabulary includes 'apologise', 'refund', 'compensation', and 'manager'.

Level B1 Complaints & Customer Service ⏱ 3 minutes

Vocabulary

complaint a statement that you are unhappy about something
apologise to say you are sorry for something you have done wrong
refund money that is returned to you because you are not satisfied
compensation something, usually money, given to make up for a problem
resolve to find a solution to a problem

Learning focus

  • Follow the problem, requested solution and response in a polite complaint.

Before listening

  • How can you describe a problem politely?

Transcript

Speaker 1 Good evening. This is the Lake View Hotel. How can I help you?
Speaker 2 Good evening. I am calling to make a complaint about room 312.
Speaker 1 I am very sorry to hear that. Can you tell me what happened?
Speaker 2 The room was extremely noisy because of construction work next door, even at midnight.
Speaker 1 I sincerely apologise for that. That is not the experience we want for our guests.
Speaker 2 I appreciate that. What kind of compensation can you offer?
Speaker 1 We can offer you a full refund for last night and a free dinner tonight.
Speaker 2 That is fair. Can I also move to a quieter room for the rest of my stay?
Speaker 1 Of course. I will move you to a room on the top floor, away from the street.
Speaker 2 Thank you. I am happy with this solution.
Open Generator
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Comprehension Questions

1. Why is the customer complaining?
  1. The room was dirty
  2. The room was noisy
  3. The food was cold
2. What compensation does the hotel offer?
  1. A free breakfast
  2. A refund and a free dinner
  3. A discount on the next visit
3. Where will the customer be moved?
  1. To a room on the ground floor
  2. To a room on the top floor
  3. To another hotel

True / False

The construction work happened only during the day.
False — The customer says the noise was 'even at midnight,' so it was happening at night too.
The hotel refuses to apologise.
False — The receptionist says 'I sincerely apologise for that.'

Answer key

  1. The room was noisy
  2. A refund and a free dinner
  3. To a room on the top floor

Teacher Tips

  • Pre-teach the contrast between polite and rude complaints. Use the dialogue as the polite model.
  • Drill formulaic phrases: 'I am calling to make a complaint…', 'I appreciate that…', 'I am happy with…'
  • After listening, students write a short formal complaint email about a real situation (school, café, gym).

Extension activity

  • Rewrite one complaint using a softer, more formal phrase.

Teaching idea

See our guide to designing listening activities.

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