| Complaining | Accepting Complaints | Rejecting Complaints |
| 1. I have a complaint to make… 2. Sorry to bother you, but… 3. I’m sorry to say this, but… 4. I’m afraid I’ve got a complaint about… 5. Excuse me, but there is a problem with… 6. I want to complain about… | a. I’m sorry, but this will never happen again. b. I promise that this will never happen. c. I’m sorry, I promise I will solve this problem now. d. I do apologize for what happened. e. I’m really sorry about that. | A. Sorry, there is nothing we can do about it. B. I’m afraid, there is not much we can do about it. C. I’m afraid that can’t be fixed |
