English Complaint & Problem Phrases

Level: B1. When something goes wrong — a faulty product, a cold meal, a wrong charge — English handles it with polite, indirect language. You open gently, describe the problem clearly, and ask for a specific fix. These phrases let you complain and get a result without sounding rude or losing your temper.

By the end of this page you can…

…open a complaint politely, describe a problem clearly, ask for a refund, replacement or repair, and escalate to a manager calmly.

Opening a complaint politely

English speakers rarely attack head-on. Soften the start, then get to the point. I’m afraid… is the classic opener that warns of bad news politely.

Phrase	When to use	Register
Excuse me, I’m afraid there’s a problem with…	starting any complaint	polite
Sorry to bother you, but…	before a small complaint	polite
I was wondering if you could help me with something.	easing in before the issue	very polite
I’d like to make a complaint, please.	a formal, serious complaint	formal
There seems to be a problem with my order.	you’re not 100% sure whose fault it is	polite, indirect

Describing the problem

Be specific: what is wrong, which item, and when. Vague anger gets a vague answer.

Phrase	When to use	Register
It doesn’t work. / It’s not working.	a faulty device	neutral
This isn’t what I ordered.	wrong item delivered or served	neutral
It arrived damaged.	a broken delivery	neutral
I was charged twice.	a billing error	neutral
It’s the wrong size.	clothing or parts don’t fit	neutral
I’ve been waiting for over an hour.	a long delay	neutral (firm)

Asking for a solution

After the problem, ask clearly for the outcome you want. Use could and would to stay polite while being firm.

Phrase	When to use	Register
Could I get a refund, please?	you want your money back	polite
Could you replace it?	you want a new one instead	polite
Could you repair it?	you want it fixed	polite
I’d like a refund, please.	a firm, clear request	neutral polite
Can you look into this for me?	asking them to investigate	polite
What can you do about it?	pushing for a solution	neutral (firm)

Escalating calmly

If the first person can’t help, move up — without shouting.

Phrase	When to use	Register
Could I speak to a manager, please?	the staff member can’t help	polite (firm)
I’m not happy with this answer.	you reject the offer	neutral (firm)
Is there anything else you can do?	asking for a better offer	polite
I’d like this in writing, please.	you want a record	formal

A short conversation

Customer: Excuse me, I’m afraid there’s a problem with this heater. It doesn’t work. Assistant: Oh, I’m sorry about that. Do you have the receipt? Customer: Yes, here it is. I only bought it yesterday. Could I get a refund? Assistant: Of course. Would you like a refund or a replacement? Customer: A refund, please. Assistant: No problem. I’ll sort that out for you now.

Example sentences

Play each line and say it along. These are the exact phrases you will use when something goes wrong.

Excuse me, I'm afraid there's a problem with this.

The polite way to open almost any complaint.
Sorry to bother you, but my coffee is cold.

A gentle opener for a small complaint.
I'd like to make a complaint, please.

A formal, serious complaint.
There seems to be a problem with my order.

Indirect, when you're not sure whose fault it is.
It doesn't work.

A simple, clear statement that a device is faulty.
This isn't what I ordered.

The wrong item was delivered or served.
It arrived damaged.

Reporting a broken delivery.
I was charged twice for the same thing.

Reporting a billing error with a detail.
It's the wrong size.

Clothing or a part does not fit.
I've been waiting for over an hour.

Reporting a long delay, firmly but calmly.
Could I get a refund, please?

Asking for your money back politely.
Could you replace it?

Asking for a new one instead.
Could you repair it?

Asking for the item to be fixed.
Can you look into this for me?

Asking staff to investigate the problem.
What can you do about it?

Pushing calmly for a solution.
Could I speak to a manager, please?

Escalating when the staff member can't help.
I'm not happy with this answer.

Rejecting an offer you don't accept.
I'd like this in writing, please.

Asking for a written record of the outcome.

Cheat-sheet card: English complaint phrases for opening politely, describing the problem and asking for a fix.

Quick recap before you practise.

Common mistakes

❌ This is terrible! → ✅ Excuse me, I’m afraid there’s a problem with this. — describe the problem, don’t attack.
❌ I want refund. → ✅ Could I get a refund, please? / I’d like a refund, please. — don’t drop words; add please.
❌ You gave me wrong thing. → ✅ This isn’t what I ordered. — blame the situation, not the person.
❌ It no work. → ✅ It doesn’t work. / It’s not working. — use doesn’t + base verb.
❌ I complain the food. → ✅ I’d like to complain about the food. — complain takes about.

Usage notes

I’m afraid…: softens bad news or a refusal; not about fear. I’m afraid we’re closed.
complain about / make a complaint about: the preposition is about, never for the thing that is wrong.
refund / replacement / repair: refund = money back; replacement = a new one; repair = they fix it.
could / would / I was wondering if…: these keep you polite even when you are firm about the outcome.
For the grammar behind these polite forms, see the request and modal lessons at the bottom of the page.

Practice

Complaint phrases practice

Try each one, then press Check. No sign-up, nothing is sent anywhere — it all runs in your browser.

1 Match each goal to the right phrase.

Open politely Match for Open politely
Want money back Match for Want money back
Want a new one Match for Want a new one
Staff can't help Match for Staff can't help

Show answer

Open politely → Excuse me, I'm afraid there's a problem.
Want money back → Could I get a refund, please?
Want a new one → Could you replace it?
Staff can't help → Could I speak to a manager, please?

A complaint moves from a soft opening to a clear request.

2 Soften the opening: 'Excuse me, I'm ____ there's a problem with this.' (one word)

Hint: the word that politely warns of bad news

Show answer

afraid — 'I'm afraid' politely signals that a problem follows.

3 Use the right preposition: 'I'd like to complain ____ the service.' (one word)

Hint: complain + which preposition?

Show answer

about — The verb 'complain' is followed by 'about': complain about the service.

4 Which opening is most likely to get a good result? This is terrible! You are useless. Excuse me, I'm afraid there's a problem with this. Give me my money!

Show answer

Excuse me, I'm afraid there's a problem with this. — A calm, specific opening keeps the staff helpful.

5 Put the words in order to ask for your money back.

Show answer

could I get a refund, please? — The polite request is: Could I get a refund, please?

6 The shop assistant can't help. You calmly say… Get your boss now! Could I speak to a manager, please? You're hopeless. Manager! Manager!

Show answer

Could I speak to a manager, please? — 'Could I speak to a manager, please?' escalates politely.

Quiz

Recap cheat-sheet

Goal	Say
Open politely	Excuse me, I’m afraid there’s a problem with…
Describe it	It doesn’t work. / This isn’t what I ordered.
Money back	Could I get a refund, please?
New one	Could you replace it?
Fix it	Could you repair it?
Escalate	Could I speak to a manager, please?

Previous phrase set: English Classroom Phrases
Next set: 100 Essential English Phrasal Verbs
Grammar for these phrases: Requests with can and could · Polite past with could and would like
More phrase sets: English Phrases
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English Complaint & Problem Phrases

By the end of this page you can…

Opening a complaint politely

Describing the problem

Asking for a solution

Escalating calmly

A short conversation

Example sentences

Common mistakes

Usage notes

Practice

Complaint phrases practice

Quiz

Complaint phrases quiz

Recap cheat-sheet

Next

All English phrases topics

Phrases