Responding to Complaints - Functional Language
Practise responding to complaints at B2–C1 level with useful phrase patterns and short situation-based responses. A separate page of suggested answers supports checking and discussion of other appropriate responses.
What’s in the worksheet?
- Useful phrase patterns
- Situation-based response practice
- Space for written responses
- Suggested answers on page 2
Handle concerns professionally by explaining what will be checked and how follow-up will work.
Worksheet preview
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Page 1 of 2 · A4 printable PDF
Page 2 of 2 · Answer key · A4 printable PDF
A simple way to teach it
Before the lesson
Give learners page 1; use the suggested answers on page 2 after they have written and compared their own responses.
- Compare sympathy with accepting responsibility and distinguish looking into an issue from confirming a remedy.
- Write responses about invoice errors, delays, website faults, poor advice and other complaints.
- Develop one exchange into an acknowledgement, appropriate investigation and a clear update plan.
Support and extension
Offer response-stage headings. Extend by replacing a vague reassurance with a realistic next step. Accept alternatives; We will make sure… should be used only for actions the speaker can actually arrange, not guaranteed outcomes.
Suggested approach. Adjust the pace and number of questions to suit your class.
