ESL CONNECT - Making Complaints | ESLCONNECT TEMPLATE

Section 1

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

damagedbroken or not in good condition

faultynot working correctly

refundmoney you get back

replacementa new item instead of the bad item

receiptpaper or email that shows you paid

wrong sizetoo big or too small

missingnot there

lateafter the correct time

problemsomething is wrong

apologisesay sorry

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.

Complete the sentences.

1. The phone is not working. It is .

2. This shirt has a hole. It is .

3. I paid £20. Can I have a ?

4. This is too small. It is the .

5. Do you have your ?

6. The button is not here. It is .

7. The delivery came two days .

8. Could I have a ?

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

Customer: Excuse me. There is a problem with this jacket.

Shop assistant: I am sorry to hear that. What is the problem?

Customer: It is damaged. There is a hole in the sleeve.

Shop assistant: Do you have your receipt?

Customer: Yes, here it is. I bought it yesterday.

Shop assistant: Thank you. Would you like a replacement or a refund?

Customer: I’d like a replacement, please.

Shop assistant: Of course. I can get a new jacket for you now.

Customer: Thank you for your help.

Shop assistant: You’re welcome. Sorry again for the problem.

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