Making a Complaint Politely — Easy English Conversation

Transcript

Introduction

A: Today we’re talking about complaining — in a restaurant, in a store, at a hotel — without an argument.

B: You’ll learn how to start, how to say what’s wrong, and the phrases you’ll hear on the other side of the counter.

A: Listen for these: Excuse me, there’s a problem, I’m afraid, It’s not what I ordered, Could you change it?, to put it right, to speak to the manager, and No harm done.

B: After that, five role-plays and a quick review, so you can practice out loud.

A: You can practice today’s phrases in Recursio — link in the description.

Starting the conversation

B: Let’s start with the hardest second in the whole thing: the opening.

A: That’s true. I know what’s wrong. I just don’t know how to begin.

B: A short, safe opener is five words: “Excuse me, there’s a problem.”

A: “Excuse me, there’s a problem.” That’s calm.

B: It’s calm because it names the situation, not the person. Nobody is accused of anything yet.

A: And if I want it even softer?

B: Put “I’m afraid” in front of what you’re saying. “I’m afraid there’s a problem with the bill.”

A: What does “I’m afraid” actually mean there? I’m not scared.

B: Here, it usually doesn’t mean fear. It introduces something the listener may not want to hear and makes it sound less direct.

A: “I’m afraid we’re closed.” I’ve heard that one.

B: Same job. It doesn’t change the message, it changes the temperature of it.

A: And is it only for bad news?

B: It’s common with bad news, a refusal, or a polite disagreement — “I’m afraid that’s not quite right.”

A: Where does it go in the sentence?

B: Usually at the front: “I’m afraid the room isn’t ready.” You can also put it at the end, after a comma: “The room isn’t ready, I’m afraid.”

A: Two places, same softening.

B: In writing, “Unfortunately” can do a similar job, especially at the start of a message.

A: And one more opener, for when it looks like an error.

B: “There must be some mistake.” That’s a useful one, because it assumes nobody did it on purpose.

A: “There must be some mistake — I ordered the small one.”

B: And notice what all three have in common. None of them says “you.”

A: No “you charged me twice.”

B: You can say it later if you need to. Starting without “you” just keeps the first sentence about the situation.

A: What about the voice? I can say polite words and still sound angry.

B: You can. Tone matters too, so these phrases work best when you say them calmly.

A: So the phrase is only half of it.

B: The phrase gives you a calm starting point. That’s a lot of what it’s for.

Saying what’s wrong

A: All right. I’ve opened. Now I have to say the thing.

B: Keep it short and factual. What you expected, and what you got.

A: “It’s not what I ordered.” That one covers a lot: the wrong dish, the wrong size, the wrong color, the wrong item in the box.

B: It does. And it’s factual — it says what happened, not who failed.

A: We used it on Monday, in the online shopping episode.

B: Same sentence, different counter. It travels well.

A: And how much detail should I give?

B: Less than you’d think. Start with one sentence about what’s wrong. You can always add detail if you’re asked.

A: I always want to explain the whole story.

B: The short version is easier to say under pressure, and you still have the rest of the story if you need it.

A: And then I ask for the fix.

B: With a question, not an order. “Could you change it?”

A: “Could you change it?” instead of “Change it.”

B: The question form helps. In a request, “Could you” often sounds a little softer than “Can you,” and much softer than a direct command.

A: And a longer, more careful version?

B: “Could you tell me what this is?” That’s an indirect question — you put the real question inside a polite frame.

A: So instead of “What is this charge?” I say “Could you tell me what this charge is?”

B: Right. Notice the word order: “what this charge is,” not “what is this charge.” Inside an indirect question, the words follow statement order.

A: That’s the part I always get wrong.

B: It’s worth practicing, because the frame works in many situations: “Could you tell me when it will be ready?” “Could you tell me where the manager is?”

A: And there’s an article about that on the site, isn’t there?

B: There is — indirect questions, in the grammar section. This is the same pattern.

A: If you want to keep these phrases, save them in Recursio for spaced review.

What they say back

B: Now the other half, which learners often forget to practice: what the staff say.

A: That’s true. I prepare my sentence, and then they answer and I’m lost.

B: A common first response is an apology. To apologize means to say that you’re sorry for a problem or for something you did.

A: “I apologize for the wait.” That sounds formal.

B: It sounds more formal than “I’m sorry.” You may hear it in customer service or formal messages. Face to face, the reply is often shorter.

A: “I’m sorry about that.”

B: That’s a common everyday version.

A: And after sorry, what comes?

B: Staff will often explain the fix. “Let me make it right.” To make something right means to correct the mistake.

A: “We’ll make it right for you.”

B: You may also hear “Let me put it right.” Both phrases mean to correct the problem.

A: And there’s a neutral one that doesn’t name the exact fix — “I’ll take care of that for you.”

B: That means “I’ll handle it.” It promises action without saying exactly what the action will be.

A: Good to know they’re not the same.

B: And a few more you’ll hear: “Let me check,” “Bear with me,” and “I’ll be right back.”

A: “Bear with me” means wait a moment?

B: It means “Please be patient with me while I check.” It’s common on the phone.

A: What if I don’t understand what they said?

B: Then you have a polite repair line: “Sorry, could you say that again?” Or “Sorry, I didn’t catch that.”

A: “I didn’t catch that.” That’s a good one.

B: It asks them to repeat the message without criticizing how they speak. That’s useful far outside complaints.

A: And if they can’t fix it?

B: Then you may get “There’s nothing I can do about that, I’m afraid.” That’s a polite way to say no.

A: There’s “I’m afraid” again, doing the same job.

B: You’ll hear it in many difficult conversations in English.

When it needs to go further

A: And when the answer isn’t good enough?

B: Then you have a few ways to take it further.

A: What’s one option?

B: To speak to the manager. “Could I speak to the manager, please?”

A: I’ve always felt that sentence sounds aggressive.

B: It can, depending on how you say it. Said calmly, with “please,” it can be a normal request — you’re asking for someone with more authority to make a decision.

A: And another option?

B: To make a complaint means to tell a business or organization that something went wrong. It can be spoken or written.

A: “I’d like to make a complaint.” Or “I’d like to make a formal complaint.”

B: Watch the verb. You make a complaint, not “do” a complaint. In American English you’ll also hear “file a complaint,” and in writing, “submit a complaint.”

A: Is there a softer way to ask for help from someone else?

B: Often yes — asking for the next level without naming a person: “Is there someone else I could speak to about this?”

A: That’s softer than asking for the manager.

B: And it leaves the choice of person to them, which helps when you don’t know who handles it.

A: And if I just want to share what happened without asking for a solution?

B: Then you can say it plainly: “I wanted to let you know the room was really noisy last night.” That’s still a complaint because it describes a problem, and it also gives the hotel useful feedback.

A: Is there a difference in the words?

B: A complaint focuses on a problem and often asks for action. Feedback is broader: it can be positive or negative, and it may simply help a business improve.

When it ends well

A: Let’s finish with the good ending, because it does happen.

B: It does. Sometimes the fix comes with something extra. In a café or a restaurant you might hear “It’s on the house.”

A: Which means?

B: It means you’re not paying for it — the place is covering it. “The dessert is on the house.”

A: And what do I say back?

B: “Thank you, that’s very kind.” And if they apologize again and you’re already fine about it, there’s a useful short reply: “No harm done.” It means the mistake was small and the problem is over.

A: “No harm done.” Let’s move on.

B: It’s warm, it’s short, and it closes the conversation kindly.

A: Is there anything close to it?

B: “Don’t worry about it,” and “These things happen.” All three can close a small mistake kindly.

A: Can I use it at work too?

B: You can. Somebody sends the wrong file, they apologize, you say “No harm done.” It can work in many situations when the mistake was small and the problem is over.

A: And one thing I’ve noticed. The whole episode is about being polite, but that’s not the same as being quiet.

B: It isn’t. You can be clear and firm without being rude.

A: Being polite still doesn’t guarantee you get what you want.

B: No, but it can keep the conversation calm while you ask again. That’s what these phrases are for.

Practice

A: Five role-plays. First: the wrong dish in a restaurant.

B: How is everything?

A: Excuse me, there’s a problem. I’m afraid this isn’t what I ordered — I asked for the chicken.

B: Oh, I’m sorry about that. Let me take this back and check the order.

A: Thank you. Could you tell me how long the right one will take?

B: About ten minutes. And I’ll take the drinks off your check.

A: That’s very kind, thank you.

B: Notice that both people stayed calm and solved the problem in six lines.

A: Second role-play: a charge you don’t recognize, at a hotel desk.

B: Good morning. Checking out?

A: Yes, please. There must be some mistake — could you tell me what this thirty-euro charge is?

B: Let me check. That’s a minibar charge from the second night.

A: I didn’t take anything from the minibar.

B: I’m sorry, that shouldn’t be there. I’ll take it off and print a new bill.

A: Third: an order that arrived damaged, on the phone.

B: Customer service, how can I help?

A: Hi. I’m afraid there’s a problem with an order — it arrived damaged.

B: I’m sorry about that. Can you send me a photo?

A: I sent one this morning. Could you tell me what happens next?

B: We’ll send a new one this week, and you can keep the broken one.

A: Fourth, and it’s the harder one: you’ve explained the problem and the answer isn’t good enough.

B: I’m afraid there’s nothing I can do about that.

A: I understand. Could I speak to the manager, please?

B: She’s not in until Monday. I can take your number.

A: Then I’d like to put it in writing. Could you tell me where to send it?

B: Of course. There’s an email address on the receipt, and I’ll point it out for you.

A: Notice I didn’t raise my voice — I just kept going. Last one, and it’s the short warm one: your neighbor apologizes for the noise.

B: I’m really sorry about last night. We didn’t realize how loud it was.

A: Don’t worry about it. No harm done.

B: That simple reply ends the conversation kindly.

A: And it works far outside complaints.

B: Now it’s your turn. Answer out loud in the pause, and try to use today’s phrases.

A: The waiter brings you a dish you didn’t order. What’s your first sentence?

B: For example: “Excuse me, there’s a problem. This isn’t what I ordered.”

A: You want to know politely why there’s an extra charge. Start with “Could you tell me…” What do you say?

B: For example: “Could you tell me what this charge is?”

A: Somebody apologizes for a small mistake and you’re fine about it. Which three words can you use?

B: No harm done.

Quick review

A: Five quick questions. Answer in the pause, then listen for the answer.

B: No writing, just say it.

A: What’s a five-word opener for a complaint?

B: Excuse me, there’s a problem.

A: Which short softener can go at the front of bad news — or at the end?

B: I’m afraid. “I’m afraid there’s a problem with the bill.”

A: Which sounds softer: Change it, or Could you change it?

B: “Could you change it?” The question form sounds more polite.

A: The staff will correct the mistake. Which phrase uses “make” and “right”?

B: To make it right. “We’ll make it right for you.”

A: The café isn’t charging you for it. Which four words?

B: It’s on the house.

Outro

A: That’s complaining politely. Excuse me, there’s a problem, I’m afraid, There must be some mistake, It’s not what I ordered, Could you change it?, Could you tell me what this is?, to apologize.

B: And I’m sorry about that, to make it right, to put it right, to speak to the manager, to make a complaint, It’s on the house, and No harm done.

A: Fourteen phrases. If you only take two today, take “Excuse me, there’s a problem” and “I’m afraid.”

B: Pick two now, before you forget them. Open the link below and practice them in Recursio.

A: And on Saturday there’s a story called “The Coffee That Was Cold” — some of the same phrases inside a story, and the answer to a waiter’s surprising smile. See you there.