COMPLAINTS
There are a number of formulas used when complaining in English. It's
important to remember that a direct complaint or criticism in English can sound
rude or aggressive. It's best to mention a problem in an indirect manner. Here are some
of the most common:
·
I'm sorry to have
to say this but...
·
I'm sorry to
bother you, but...
·
Maybe you
forgot to...
·
I think you might
have forgotten to...
·
Excuse me if I'm
out of line, but...
·
There may have
been a misunderstanding about...
·
Don't get me
wrong, but I think we should...
·
The airline lost your baggage. The hotel laundry ruined your favorite shirt. The taxi driver overcharged you. When
you're abroad, sometimes things go wrong. Now you can do something about it!
Use these tips when you want to express an effective complaint in English.
No matter how unfair the situation, it's best to phrase your complaint
politely. In English, you'll sound more polite if you use indirect language. Here
are some examples:
I'm sorry to bother you ...
Starting a complaint with "I'm
sorry to bother you" puts the listener – who may have heard many
complaints that day – at ease. Use this phrase if the situation isn't that
serious. For example, "I'm sorry to bother you, but I wanted a baked
potato, not fries."
Can you help me with this?
Everyone would much rather be asked to do
something than told! So try phrasing your complaint as a request for help: "Can
you help me with this? My shirt came back from the laundry missing
buttons."
I'm afraid there may be a misunderstanding.
This is a polite way of saying, "Your
information is wrong. Please fix it now." You'll most likely use this
phrase if you made reservations for a flight, hotel or restaurant, and when you
arrive, it's not what you expected. For instance, "I'm afraid there
may be a misunderstanding. I requested a non-smoking room."
I understand it's not your fault ...
Often when you make a complaint, you deal
with a person who was not directly responsible for the problem. But the problem
isn't your fault, either! This phrase is helpful when you need swift action. Tell
the person you're dealing with you understand they're not at fault and then
directly state the problem: "I understand it's not your fault, but
the airline promised they would deliver my baggage yesterday."
Excuse me, but I understood that ...
Using this phrase lets the person know
you're well-informed and are suspicious they might be trying to take advantage
of you. Don't say, "Hey! You're trying to cheat me!" Instead,
start indirectly by stating what you know to be true: "I understood
that the taxi ride to the airport was only 25 dollars." Then give them
an opportunity to respond.
All that said, sometimes you're treated so
badly that there's no time for being polite! You can use these very direct phrases
when a problem is beyond compromise: "I need to speak with a
manager," "This is unacceptable," "Please fix the situation
immediately," or "I demand a refund."