Making Complaints

A260-minute interactive English lesson · polite complaints, simple grammar, useful vocabulary

A2 levelSimple, useful English for everyday complaints.
60 minutesWarm-up, vocabulary, grammar, listening-style dialogue, role play.
8 pagesEvery page has clear navigation to the next page.
Start
Page 2 — Warm-up

When something is wrong

6 minutes · speaking and ideas

Discuss with a partner.

1. What can go wrong with a product?

2. What can go wrong in a restaurant or hotel?

3. Is it easy to complain politely in English?

Teacher note: Keep language simple. Write model sentence: “Excuse me, there is a problem with...” Ask learners to repeat it with different nouns.

Today’s aim

By the end of the lesson, students can explain a simple problem, ask for help, ask for a refund or replacement, and respond politely as staff.

6 min
Page 3 — Vocabulary 1

Complaint words

10 minutes · match and remember

Mini practice

Say one sentence with three words from the page. Example: “The jacket is damaged. I have the receipt. I want a refund.”

10 min
Page 4 — Vocabulary 2

Fill the gaps

10 minutes · more vocabulary exercises

Click a word, then click a blank. Click a filled blank to remove the word.
10 min
Page 5 — Grammar focus

Polite requests with can, could and I’d like

10 minutes · grammar explanation and controlled practice

Can you help me?Simple and direct. Good for everyday situations.
Could you help me, please?More polite. Good in shops, hotels and on the phone.
I’d like a refund, please.Polite way to ask for what you want.
There is a problem with...Simple way to explain the issue.

Change the sentences. Say them politely.

1. Help me. → Could you help me, please?

2. Give me a refund. → ______________________________

3. Fix this. → ______________________________

4. I want a new one. → ______________________________

Simple grammar rule: Use Could you + verb for polite requests. Use I’d like + noun to say what you want.
10 min
Page 6 — Grammar quiz

Choose the polite sentence

8 minutes · multiple choice

8 min
Page 7 — Dialogue practice

At the clothes shop

10 minutes · listen/read, repeat, substitute

Substitution drill

Change the problem: damaged jacket → broken phone → cold meal → wrong hotel room. Use the same polite phrases.

10 min
Page 8 — Speaking task

Role play and review

6 minutes · freer practice and lesson finish

Student A — Customer

You bought a T-shirt online. It is the wrong size and the colour is wrong. You want a replacement or a refund. Be polite.

Student B — Shop assistant

Ask for the receipt or order number. Say sorry. Offer a replacement or a refund. Be helpful.

Useful speaking frame

Excuse me. There is a problem with ________.

It is ________. I bought it ________.

Could you help me, please?

I’d like a ________, please.

Homework

Write a short complaint message, 50–70 words. Include the problem, when you bought the item, and what you want.

6 min