Complaining and responding to complaints

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  • Business
  • General

Practising complaining and responding to complaints


We developed this lesson to teach students some functional language used when complaining and responding to complaints. With this extra worksheet, you will teach your students some informal and formal expressions for complaining and practise them in a role-play activity with a twist 🙂

B2 / Upper Intermediate45 minStandard LessonPrintable & Digital$6 Plan


The worksheet starts with a short discussion. Students answer some questions about complaining and handling complaints. Next, they move to a vocabulary task. They get a list of 13 sentences and complete them with vocabulary given. What’s more, they have to decide whether the phrase is formal or informal.


To practise the phrases students have learnt, they should work in pairs and do a role-play activity. Give them a minute to read their role cards and get ready to talk with their partner. We prepared two sets of role cards. One set deals with an everyday life situation in a shop, while the other set concerns a work-related situation.


This worksheet goes well with our lesson plan:



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Leave a Reply

  1. Very practical, very useful!


    1. Thanks for the comment, Dave!


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