Making complaints (beginner)

Summary

This 90-minute ESL lesson for A2 learners explores Making complaints (beginner) through a real article. Across 10 interactive exercises, you'll develop reading comprehension, vocabulary, grammar, practical communication, speaking skills — all built around authentic English content.

What you'll practise:

• Grammar focus: Can and could for polite requests with examples and practice
• Real-world phrases for complaining in a restaurant
• Gap-fill and cloze exercises to test vocabulary in context
• Matching exercise to connect terms with their meanings

Lesson activities (10 exercises)

Each exercise builds on the previous one. Work through them in order for the best learning experience.

1. Warm-up — Discussion questions to activate what you already know about the topic.
2. Comprehension — Answer questions to check your understanding of the main ideas and supporting details.
3. Vocabulary — Learn key words and expressions from the article, with definitions and usage notes.
4. Matching — Connect words, phrases, or concepts to their correct counterparts.
5. Grammar — Study Can and could for polite requests — explanation, examples, and key rules.
6. Fill the gaps — Complete sentences with the correct vocabulary. Drag and drop or type your answers.
7. Practical English — Learn phrases for complaining in a restaurant — ready to use in real conversations.
8. Cloze passage — Fill in blanks within a connected text to practise vocabulary in context.
9. Discussion — Reflect on the topic and share your opinions using the language you've learned.

Vocabulary

The vocabulary section introduces A2-level words and phrases related to the topic, with definitions and practical usage notes.

Grammar

This lesson focuses on Can and could for polite requests.

When we make a complaint, it's important to be polite. We use the modal verbs 'can' and 'could' to ask for things in a polite way. 'Could' is often a little more formal and polite than 'can'.

Examples from the lesson:

• Can I have a refund, please? — Use 'Can I...?' for a direct and polite request for something.
• Could I speak to the manager? — 'Could I...?' is often more formal and is a very polite way to ask for permission.
• Could you exchange this for a new one? — Use 'Could you...?' to politely ask someone to do something for you.

Key rules:

• Use 'Can I...?' or 'Could I...?' to ask for something for yourself.
• Use 'Can you...?' or 'Could you...?' to ask someone else to do something.
• Remember to add 'please' to sound more polite.

Practical English

Complaining in a restaurant

Sometimes your food or drink isn't right. Use these phrases to politely tell the staff and ask for help.

Phrases you'll learn:

• "Excuse me, I have a small problem." — use this to get the waiter's attention politely.
• "I'm sorry, but my food is cold." — use this to explain the problem clearly.
• "This isn't what I ordered." — use this when you get the wrong dish.
• "Could you please change it for me?" — use this to ask for a replacement.
• "Thank you, that would be great." — use this to accept the waiter's offer to fix the problem.