Making Complaints
B1 level · 40-minute interactive lesson
Lesson preview
Practise calm, polite complaints in realistic situations
This version adds a polished layout and a relevant stock image to set the tone for service problems, refunds, and solution-focused communication.
B1CEFR level
40 minInteractive lesson
6 stagesComplaint practice
Stage 1 — Warm-up
Complaining politely in English
5 minutes · Discussion & context setting
Discuss with your partner:
1. Is it easy or difficult to complain in English? Why?
2. Have you ever complained about a product or service? What happened?
3. What is the difference between complaining aggressively and complaining assertively?
Teacher note: Highlight the cultural point — British English complaints tend to be indirect and polite. Elicit phrases students already know. Ask: which is better — saying "This is broken!" or "I'm afraid there seems to be a problem with this"?
Today you will practise three complaint situations:
Scenario A
A customer calls a mobile phone company. Their bill is incorrect — they have been charged for calls they did not make.
Scenario B (role play)
A customer visits a clothes shop. They bought a jacket online but it arrived damaged. They want a replacement or refund.
Phone complaint
In-person complaint
Formal register
Stage 2 — Vocabulary
Key complaints vocabulary
10 minutes · Gap-fill exercise
Click a word, then click a blank to fill it. Hover over a word to see its definition.
Complete the sentences with the correct word from the box.
Stage 3 — Functional language
Useful phrases for complaints
8 minutes · Study & practise
Stage 4 — Question forms
Complaints question forms drill
10 minutes · Multiple choice quiz
Stage 5 — Role play
The damaged jacket
12 minutes · Pair work
How to use: Student A = Customer. Student B = Shop Assistant. The customer must stay polite but firm. The assistant tries to resolve the problem professionally.
Stage 6 — Summary
Lesson complete!
5 minutes · Review & feedback