English for Dealing with Complaints: Calm, Clear Phrases
A complaint works best in three parts: what went wrong, what you want, and by when. I was charged twice. I'd like a refund, please. Could you confirm that in writing? Keep the tone flat and the facts sharp: emotion makes a complaint harder to resolve.
The three-part complaint
Every effective complaint answers three questions in order: what happened, what you want, and by when. An enquiry asks for information; a complaint says something went wrong and asks for action, so the delivery is late and I'd like a refund is a complaint.
Starting formally
| Situation | What to say |
|---|---|
| Making a complaint | I'd like to make a complaint about a delivery, please. |
| A problem with an order | I'm calling about a problem with my order. |
| An error on a bill | There seems to be a mistake with my bill. |
| Being passed around | I've explained this twice already. Could you take it forward? |
| A written opening | I am writing to complain about the service on 3 October. |
Describing the problem
Use the past simple for what happened and haven't for what is still true: I paid on Friday and I still haven't received the item.
| Problem | Phrase |
|---|---|
| Broken | It stopped working after two days. |
| Damaged on arrival | It arrived damaged. The box was crushed. |
| Overcharged | I was charged twice for the same item. |
| Wrong room | The room wasn't what we booked. |
| Long wait | I've been waiting for over an hour. |
| No reply | I sent two emails and I haven't had a reply. |
Saying what you want
| Outcome | What to say |
|---|---|
| Money back | I'd like a refund, please. |
| A new one | I'd like a replacement, or a full refund. |
| A repair | Could you have it repaired at your cost? |
| Fast action | I'd like this sorted out today, if possible. |
| An investigation | Could you look into this and get back to me? |
| Written confirmation | Could you confirm that in writing? |
Name one primary outcome and stop there.
Escalating and setting a deadline
| Purpose | What to say |
|---|---|
| A manager | Could I speak to a manager, please? |
| A deadline | I'd like this resolved by Friday. |
| A next step | If I don't hear back by Friday, I'll take it further. |
I'll take it further moves a case up the chain politely, and a deadline like by Friday is clearer than soon.
Soft and hard: rewriting the same complaint
| Angry version | Effective version |
|---|---|
| This is ridiculous! I've been waiting for an hour! | I've been waiting for over an hour. Could you check? |
| You always mess things up. | This is the second time this has happened. I'd like it fixed today. |
| I want to speak to your manager right now! | Could I speak to a manager, please? I'd like this resolved today. |
| Give me my money back immediately! | I'd like a refund, please. When will it be processed? |
The angry column is not wrong, just less useful: it makes the other person defend the company. The effective column keeps the facts, names one outcome and sets a time limit.
Complaints by phone
Prepare three things before you dial: your order or booking number, your dates, and your one request. Note the name of the person you speak to. The shape is the same as any other phone call: greet, state the problem, then confirm what happens next.
Complaints in writing
A written complaint is a short factual letter: a specific subject line, the facts with dates, one request and a deadline. The item return phrases cover the shop-counter half of a purchase complaint.
Subject: Complaint: order 48213, damaged on arrival, 3 October 2026
I am writing to complain about order 48213, received on 3 October 2026. The box was crushed and the screen inside is cracked. I reported this the same day and have had no reply. I would like a replacement within seven working days, or a full refund. Could you let me know by Friday 10 October? Yours faithfully, A. Learner
Use Yours faithfully after Dear Sir or Madam, and Yours sincerely with a name. A calm, dated letter is filed; an angry one is set aside.
Dialogue 1: a faulty item at the shop
| Staff | You |
|---|---|
| Hello, how can I help? | I bought this kettle here last week and it's faulty. It stops boiling after a minute. |
| Do you have the receipt? | Yes, here it is. I'd like my money back, please. |
| Would you like a refund or an exchange? | A refund, please, confirmed in writing if possible. |
| Certainly. It takes three to five working days. | Thank you. Thanks for sorting it out. |
Dialogue 2: calling a hotel about the room
| You | Reception |
|---|---|
| Hello. I'd like to make a complaint about room 214. | I'm sorry to hear that. What's wrong? |
| We booked a quiet double room and we have a twin room facing the street. | Let me check what we have available. |
| Thank you. I'd like to be moved tonight if possible. | I can move you to 508 in twenty minutes. |
| Could you confirm that in writing, with the new room number? | Of course. I'll email you now. |
Vocabulary
| Word | Meaning |
|---|---|
| complaint | A statement that something is wrong |
| refund | Money returned to you |
| replacement | A new item instead of the faulty one |
| faulty | Not working properly |
| receipt | Proof of payment |
| warranty | A promise to repair or replace within a set period |
| escalate | To move a problem higher up |
| goodwill gesture | A free extra offered to settle a complaint |
| resolve | To settle a problem |
| follow up | To check again later |
Practice tips and three exercises
Keep your tone flat, put the problem before the feeling, name one outcome, and always ask what happens next.
- Turn emotion into facts. Rewrite This is a joke, I've been waiting forever! as a fact sentence with a time.
- Complete the email. Add a subject line and a closing request to the model letter above.
- Role-play. One person plays a customer with a faulty item, the other is staff; the customer may use only calm phrases.
The shopping phrases cover receipts and prices, and the common mistakes list covers the slips that make a written complaint hard to follow.
Frequently asked questions
What is the difference between a complaint and an enquiry?
A complaint says something went wrong and asks for action; an enquiry asks for information.
How do I ask for a manager without sounding rude?
Say Could I speak to a manager, please? Then add why in one short sentence: I'd like this resolved today.
How long should I wait before following up?
Give the company the deadline you asked for, then follow up the next working day with your original dates.
What should a complaint email include?
A specific subject line, the order number, the dates, the facts, one clear request and a deadline. Attach the receipt or a photo.
What does goodwill gesture mean?
A free extra a company offers to settle a complaint without admitting fault, such as a voucher or free delivery.