Speaking: Functional Language B2
Complaining & Apologizing Formally
Listen to the examples here.
Framework 1: How to Complain Formally 📝
A successful complaint is calm, clear, and focused on a solution. Follow this three-step framework.
Start by politely stating your purpose.
"I'm sorry to bother you, but I'm afraid I have a complaint."
"Excuse me, there seems to be a problem with..."
Describe the facts without using emotional or blaming language.
"The item that was delivered is not the one I ordered."
"I was charged twice for the same meal on my bill."
Clearly say what you want to happen next.
"Could you please arrange for a replacement?"
"I would appreciate it if you could rectify the bill."
Framework 2: How to Apologize Formally 🙏
A good apology takes responsibility and focuses on fixing the problem.
Use formal language to show you are serious.
"I would like to sincerely apologize for the error."
"Please accept my sincerest apologies for the inconvenience."
Acknowledge the mistake. A short, factual explanation is better than an excuse.
"There was a miscommunication on our end."
"It was an oversight on my part; I apologize."
Show how you will fix the situation.
"To resolve this, I have already processed a full refund."
"I can assure you this will not happen again."
Scenario: A Customer Service Call 📞
Notice how both speakers use formal language to discuss a problem respectfully.
Pronunciation & Tone
🗣️ The Importance of Tone
Your tone of voice is just as important as your words.
- When Complaining: Keep your voice calm, level, and firm. A calm tone makes you sound more credible.
- When Apologizing: Your voice should sound sincere and concerned. The listener needs to feel that you genuinely care.
Listen to the dialogue audio again and notice how the speakers manage their tone.
Practice Your Skills 🎯
Activity 1: Match the Function (Self-Check)
Match the phrase to its primary function by choosing from the dropdown. Click "Check Answers" when done.
1. "I'm afraid I have a complaint."
2. "Please accept my sincerest apologies."
3. "I would appreciate it if you could rectify the bill."
4. "There was a miscommunication on our end."
Activity 2: Role-Play
Work with a partner. Choose one scenario and act it out. Remember to use the 3-step frameworks!
Scenario 1: A customer calls a hotel. Their room is too noisy and the Wi-Fi doesn't work.
Scenario 2: An employee apologizes to their manager for sending an important report to the wrong client.
Key Vocabulary
- Complaint A statement that something is unsatisfactory or unacceptable.
- Apology A regretful acknowledgment of an offense or failure.
- To Rectify To correct something that is wrong.
- Inconvenience Trouble or difficulty caused to someone.
- Oversight A mistake made because of a failure to notice something.
- Resolution The action of solving a problem or dispute.
Your Communication Mission ⭐
This week, your mission is to practice this formal language in writing.
- Choose one situation: 1) You bought a shirt online, but they sent the wrong color. 2) You were 30 minutes late for an online meeting with your teacher.
- Write a short, formal email. If you chose #1, write a complaint. If you chose #2, write an apology.
- Use the 3-step framework and at least two vocabulary words from this lesson.