The Situation
Your food is cold. Your neighbour plays loud music at midnight. The heating in your apartment is broken again. You need to complain — but you want to stay polite and keep a good relationship. In English, soft phrases make complaints much more effective.
The Formula
- Polite start — Excuse me... / Sorry to bother you, but...
- The problem — clear and calm, with facts
- What you want — a specific request
- Thanks — even if you're annoyed
Key Phrases
Polite starts
- Excuse me, I'm sorry to bother you, but...
- I'm afraid there's a problem with...
- I don't want to make a fuss, but...
- I was wondering if we could talk about...
Explaining the problem
- I ordered the steak medium, but it's quite rare.
- The heating hasn't been working since Monday.
- The music was quite loud last night — until about 1 a.m.
- This is the second time this has happened.
Tip: words like a bit, quite, a little make complaints softer: The soup is a bit cold.
Asking for a solution
- Could you take it back, please?
- Would it be possible to fix it this week?
- Could you keep the music down after 11?
- I'd appreciate it if you could...
Responding
| They say | You say |
|---|---|
| I'm so sorry about that. | That's OK, thanks. / No problem, these things happen. |
| I'll get you a new one right away. | Thank you, I appreciate it. |
| We can give you 20% off. | That's very kind, thank you. |
| I didn't realize it was so loud. | No worries — I just wanted to let you know. |
| There's nothing we can do. | I understand, but could I speak to the manager, please? |
Dialogue 1: In a Restaurant
Anna: Excuse me, I'm sorry to bother you. Server: Not at all. Is everything OK? Anna: I'm afraid my pasta is a bit cold. Server: Oh, I'm so sorry. Let me take it back and get you a fresh one. Anna: Thank you, I appreciate it. Server: And I'll bring you a free dessert for the wait. Anna: Oh, that's very kind. Thanks!
Dialogue 2: A Noisy Neighbour
Mykola: Hi, sorry to bother you. I'm Mykola from 3B, just below you. Neighbour: Oh, hi! What's up? Mykola: I just wanted to mention that the music was quite loud last night — until about 1 a.m. I have to get up at 6 for work. Neighbour: Oh no, I'm really sorry. We had some friends over. I didn't realize you could hear it. Mykola: No worries. Could you maybe keep it down after 11 on weeknights? Neighbour: Of course. And if it happens again, just knock. Mykola: Thanks, I appreciate it. Have a good evening!
Dialogue 3: The Landlord (Second Time)
Leila: Hi Mr. Grant, it's Leila from Unit 5. I'm afraid the heating has stopped working again. Landlord: Again? The technician fixed it last month. Leila: Yes, this is the second time. It hasn't been working since Monday, and it's very cold at night. Landlord: I'm sorry. I'll call the company today. Leila: Thank you. Would it be possible to fix it this week? I have a small child. Landlord: I'll make sure they come by Thursday. Leila: I really appreciate it. Thanks.
Tips
- Complain about the problem, not the person. The music was loud is better than You are so loud.
- Stay calm. Raising your voice usually makes things worse in English-speaking cultures.
- Be specific: times, dates, "the second time".
- If the first person can't help: Could I speak to someone else / the manager, please?
Common Mistakes
- "The food is bad!" → I'm afraid the food is a bit cold / overcooked.
- "You must fix it now." → Would it be possible to fix it today?
- "It doesn't work since Monday." → It hasn't worked / hasn't been working since Monday.
- "Make the music down." → Turn the music down / keep it down.
Your Turn: Practise Speaking
- Complain politely about three things in a restaurant: cold food, the wrong order, a long wait.
- Practise Dialogue 2 with a different problem (a barking dog, smoking on the balcony).
- Make one complaint using the whole formula: polite start → problem → request → thanks.