Appropriate Apologies

Pre-intermediate (A2) 25 minutes
ESL complaining and apologizing activity for A2 pre-intermediate: gap-fill, matching, forming sentences, controlled speaking practice

ESL Complaining and Apologizing Activity - Speaking: Gap-fill, Matching, Forming Sentences, Controlled Practice - Pair Work

In this productive complaining and apologizing speaking activity, students practice making complaints and giving apologies using prompts. Working alone, students complete complaints with the words...

ESL Complaining and Apologizing Activity - Speaking: Gap-fill, Matching, Forming Sentences from Prompts, Controlled Practice - Pair Work In this productive complaining and apologizing speaking activity, students practice making complaints and giving apologies using prompts. Working alone, students complete complaints with the words provided. Next, students take turns reading out their complaints, adding a suitable introductory phrase, e.g. 'Excuse me, but...', 'I'm sorry, but...' Their partner then checks their worksheet to find a suitable apology and says it with an appropriate phrase, e.g. 'I'm very sorry...', 'I'm so sorry...' If the other student agrees the apology matches the complaint, they ask for the letter of the apology and write it next to the complaint. It's then the other student's turn to read out a complaint. The first pair to match all their complaints with the correct apologies wins.
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How to Complain and Apologize

Pre-intermediate (A2) 20 minutes
ESL complaining and apologizing worksheet for A2 pre-intermediate: categorising, reading comprehension, gap-fill, freer speaking

ESL Complaining and Apologizing Worksheet - Vocabulary and Reading Exercises: Categorising, Reading Comprehension, Gap-fill - Speaking Activity - Pair Work

In this insightful dealing with complaints worksheet, students identify and practice expressions for making complaints and saying sorry. Students begin by...

ESL Complaining and Apologizing Worksheet - Vocabulary and Reading Exercises: Categorising, Reading Comprehension, Gap-fill - Speaking Activity: Freer Practice - Pair Work In this insightful dealing with complaints worksheet, students identify and practice expressions for making complaints and saying sorry. Students begin by reading two phrases and identifying which is used to make a complaint and which is used for an apology. Next, in pairs, students read two complaint dialogues and then write where they think each complaint occurred. After that, students read the conversations again and categorise the expressions used for complaining and apologizing into two columns. Students then use the expressions to complete complaints. Finally, in pairs, students take turns reading each complaint to their partner who apologizes.
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Always and Never

Intermediate (B1) 25 minutes
ESL complaints role-play for B1 intermediate: making complaints with always and never, pair communicative practice

ESL Complaints Role-Play - Speaking Activity: Communicative Practice - Pair Work

Here is a communicative making complaints role-play activity to help students practice complaining with 'always' and 'never'. In pairs, students take turns picking up a card that shows the subject of a complaint and two verbs. Using a dialogue...

ESL Complaints Role-Play - Speaking Activity: Communicative Practice - Pair Work Here is a communicative making complaints role-play activity to help students practice complaining with 'always' and 'never'. In pairs, students take turns picking up a card that shows the subject of a complaint and two verbs. Using a dialogue from the board, the student with the card complains about something the subject is always doing and something the subject never does, e.g. 'She's always moving things so I can't find them, and she never cleans up after herself.' The other student then makes a suggestion about the complaint. Students continue in this way until all the cards have been used. Finally, pairs role-play some of their dialogues in front of the class.
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Complaint Cards

Intermediate (B1) 20 minutes
ESL complaining and apologizing role-play for B1 intermediate: complaint cards, making requests, apologies, communicative pair work

ESL Complaining and Apologizing Role-Play - Speaking Activity: Making Statements and Questions, Communicative Practice - Pair Work

In this free making complaints speaking activity, students role-play making complaints, apologies and requests in different situations. In pairs, students look at...

ESL Complaining and Apologizing Role-Play - Speaking Activity: Making Statements and Questions from Prompts, Communicative Practice - Pair Work In this free making complaints speaking activity, students role-play making complaints, apologies and requests in different situations. In pairs, students look at their cards that each show a picture, a complaint and a request. Students then write who they are complaining to and where they are on the other side of each card, e.g. waitress, in a restaurant. Next, students hold their cards so that the picture is facing them and the side they have written on is facing their partner. Students then take turns making a complaint to their partner who looks at who and where they are on the card and apologizes appropriately. The other student then makes a request and their partner gives a suitable reply. Afterwards, students exchange cards, repeat the process and then move on to the next cards. Finally, pairs role-play the complaints to the class.
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Customer Complaints

Intermediate (B1) 25 minutes
ESL making complaints role-play for B1 intermediate: customer complaints, misleading advertisements, pair role-play

ESL Making Complaints Role-Play - Speaking Activity: Role-Play, Communicative Practice - Pair Work

In this communicative complaining and apologizing role-play, students practice making and dealing with complaints about misleading advertisements. In pairs, students role-play the first complaint...

ESL Making Complaints Role-Play - Speaking Activity: Role-Play, Communicative Practice - Pair Work In this communicative complaining and apologizing role-play, students practice making and dealing with complaints about misleading advertisements. In pairs, students role-play the first complaint about buying a mobile phone with one student complaining and the other dealing with the complaint and apologizing. After that, students swap roles and role-play a second misleading ad complaint based on a flight. Afterwards, pairs present their role-plays to the class.
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Dealing with Complaints

Intermediate (B1) 30 minutes
ESL complaints game for B1 intermediate: role-play, guided discussion, using expressions, pair communicative practice

ESL Complaints Game - Speaking: Role-Play, Guided Discussion, Communicative Practice - Pair Work

In this communicative dealing with complaints game, students role-play handling complaints using expressions on cards to score points. First, students brainstorm six situations in which people make...

ESL Complaints Game - Speaking: Role-Play, Guided Discussion, Communicative Practice - Pair Work In this communicative dealing with complaints game, students role-play handling complaints using expressions on cards to score points. First, students brainstorm six situations in which people make complaints. In pairs, students then role-play complaints for the situations on the board. The aim of the game is to use as many expression cards as possible during the role-play. In each role-play, students take turns being the person complaining and the person dealing with the complaint. Students start with the first scenario on the board. Each student then takes one card that corresponds to their role. Students begin the role-play and as quickly as they can they use the expression on the card in a complete sentence. When they have done this, and while continuing the role-play, they take another card and repeat the process. Students score one point for each correctly used expression. This process is repeated for all six situations. The student with the most points at the end of the game wins.
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I'm Sorry

Intermediate (B1) 25 minutes
ESL apologizing games for B1 intermediate: pelmanism, matching, forming sentences, group vocabulary and speaking

ESL Apologizing Games - Vocabulary and Speaking: Pelmanism, Matching, Forming Sentences - Group Work

In these two engaging apologizing games, students practice expressions with 'sorry'. In groups, students take turns turning over one card from each set. If the statement or question matches the...

ESL Apologizing Games - Vocabulary and Speaking: Pelmanism, Matching, Forming Sentences - Group Work In these two engaging apologizing games, students practice expressions with 'sorry'. In groups, students take turns turning over one card from each set. If the statement or question matches the response with 'sorry', the student keeps the two cards and has another turn. If not, the student turns the cards back over. The student with the most pairs of cards at the end of the game wins. Afterwards, students put the statement and question cards in a pile and take turns picking up a card and reading it to the group. The group members then race to give an appropriate response using 'sorry'. The first student to do this wins the card. The student with the most cards at the end of the game wins.
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Stop Complaining!

Intermediate (B1) 45 minutes
ESL complaints, requests and apologies worksheet for B1 intermediate: writing, matching, discussion, guessing, role-play

ESL Complaints, Requests and Apologies Worksheet - Vocabulary Exercises: Writing Sentences, Matching - Speaking Activities: Discussion, Guessing, Role-Play - Pair Work

In this useful complaining and apologizing worksheet, students learn how to make common complaints, requests and apologies. First, students read...

ESL Complaints, Requests and Apologies Worksheet - Vocabulary Exercises: Writing Sentences, Matching - Speaking Activities: Discussion, Guessing, Role-Play - Pair Work In this useful complaining and apologizing worksheet, students learn how to make common complaints, requests and apologies. First, students read common complaints made by parents and teenagers, answer questions based on the topic and then discuss them in pairs. Next, students read about the reasons for complaints. Students then write down four complaints and say them to a partner who guesses if they object to a negative behaviour, attitude, habit or condition. After that, students learn how to make a request following a complaint and use phrasal verbs to request action. Students then match expressions to phrasal verbs. Afterwards, students use the phrasal verbs to make requests that follow a complaint. Next, students learn how to make apologies in different ways. Finally, in pairs, students use picture prompts to write mini-dialogues where they make complaints, requests and apologies which they then present to the class.
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Back to the Shop

Upper-intermediate (B2) 30 minutes
ESL shop complaints game for B2 upper-intermediate: role-play, making shop complaints, guessing, communicative group activity

ESL Shop Complaints Game - Speaking: Role-Play, Communicative Practice

In this free shop complaints game, students role-play making complaints in a shop and their classmates try to guess where they are and what product they are complaining about. In teams, students imagine that items they bought are faulty and...

ESL Shop Complaints Game - Speaking: Role-Play, Communicative Practice In this free shop complaints game, students role-play making complaints in a shop and their classmates try to guess where they are and what product they are complaining about. In teams, students imagine that items they bought are faulty and that they have to return them to the shops. Students then role-play shop complaints about the products, without saying where they are or what product they are complaining about. In teams of two, students take turns choosing an item from their card and role-playing a complaint to another team with one student being the customer and the other the shop assistant. The customer makes a complaint about the item and tries to get an exchange or refund. The other team listens to the role-play, looks at a set of shop pictures, and decides which shop the team is in and what product the complaint is about. Teams score one point for choosing the correct shop and two points if they guess the correct product. The team with the most points at the end of the game wins.
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Complaining and Apologizing Language

Upper-intermediate (B2) 10 minutes
ESL complaining and apologizing handout for B2 upper-intermediate: useful phrases, making and dealing with complaints

ESL Complaining and Apologizing Handout

This free complaining and apologizing phrases handout provides students with some useful expressions to use when making and dealing with complaints. The sheet covers language and phrases for making a complaint, apologizing, giving reasons, calming someone down, asking for specifics...

ESL Complaining and Apologizing Handout This free complaining and apologizing phrases handout provides students with some useful expressions to use when making and dealing with complaints. The sheet covers language and phrases for making a complaint, apologizing, giving reasons, calming someone down, asking for specifics, taking action, checking back and making promises.
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I can't get no satisfaction!

Upper-intermediate (B2) 25 minutes
ESL complaints role-play for B2 upper-intermediate: making complaints, dealing with complaints, satisfaction scale, pair practice

ESL Complaints Role-Play - Speaking Activity: Communicative Practice - Pair Work

In this communicative making complaints role-play activity, students make and deal with complaints in various situations and score how satisfied they are with each outcome. In pairs, students role-play each situation with one person making the...

ESL Complaints Role-Play - Speaking Activity: Communicative Practice - Pair Work In this communicative making complaints role-play activity, students make and deal with complaints in various situations and score how satisfied they are with each outcome. In pairs, students role-play each situation with one person making the complaint and the other dealing with the complaint and deciding how to react. The person dealing with the complaint circles the 1 to 5 scale on their card, depending on how helpful they want to be, one being not at all helpful and five being very helpful. When each role-play has finished, the student making the complaint decides how satisfied they are about the outcome and circles the appropriate number on their card. The two students then compare their numbers to see if they match or not. This continues until all the role-plays have been completed. Afterwards, pairs report back what happened in each situation and how satisfied the person complaining felt and why.
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Race to Make It Right

Upper-intermediate (B2) 25 minutes
ESL apologies game for B2 upper-intermediate: matching, completing sentences, freer and communicative practice, group work

ESL Apologies Game - Speaking: Matching, Completing Sentences, Freer and Communicative Practice - Group Work

In this engaging making apologies game, students race to match and complete apologies in response to complaints and expressions of dissatisfaction. In groups, one student turns over the...

ESL Apologies Game - Speaking: Matching, Completing Sentences from Prompts, Freer and Communicative Practice - Group Work In this engaging making apologies game, students race to match and complete apologies in response to complaints and expressions of dissatisfaction. In groups, one student turns over the first statement card and reads the complaint or expression of dissatisfaction to the group, e.g. 'You missed another appointment.' All the students then race to find a matching apology card in response to the statement and complete it in their own words, e.g. 'I apologize. I completely lost track of time.' The first student to make a suitable match and complete the apology prompt appropriately wins, keeps the pair of cards, and sets them aside. If a student makes an incorrect match or doesn't complete the apology appropriately, they are out of the round, and the other students can try to answer. The next student then turns over a statement card, and so on. The first student to get rid of all their apology cards is the winner. Students can play several games to practice all the language for making apologies.
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Softening Complaints

Upper-intermediate (B2) 25 minutes
ESL softening complaints activity for B2 upper-intermediate: forming sentences from prompts, not very, rather, pair communicative practice

ESL Softening Complaints Activity - Vocabulary and Speaking: Forming Sentences, Communicative Practice - Pair Work

In this communicative making complaints speaking activity, students learn how to soften complaints using 'not very' and 'rather'. In pairs, one student places nine...

ESL Softening Complaints Activity - Vocabulary and Speaking: Forming Sentences from Prompts, Communicative Practice - Pair Work In this communicative making complaints speaking activity, students learn how to soften complaints using 'not very' and 'rather'. In pairs, one student places nine adjective cards face-up in a three-by-three square. Their partner takes an adverb-adjective collocation card from their pile and makes a complaint using the vocabulary on the card, e.g. 'Excuse me, but this computer is incredibly slow.' If the other student has an adjective in their square that can soften the complaint, they soften the complaint using 'not very' for a positive adjective or 'rather' for a negative adjective and turn the card over, e.g. 'Excuse me, but this computer is not very fast.' Their partner then makes another complaint, and so on. When three cards have been turned over in a row, students swap roles. This continues until the students have played several rounds to practice the language.
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Using Complaining and Apologizing Language

Complaining and apologizing language covers the set phrases, softeners, and response patterns that turn a blunt statement like 'This doesn't work' into a socially acceptable version such as 'Excuse me, but this doesn't seem to be working properly,' paired with matching apology structures like 'I'm terribly sorry about that.' Students who translate directly from their own language instead of using these set patterns often sound abrupt when complaining or overly dramatic when apologizing, which can turn a routine exchange in a shop or workplace into one that feels confrontational.

This page covers complaining and apologizing language across three levels from pre-intermediate to upper-intermediate, with thirteen resources ranging from pelmanism games to full role-plays and a phrase handout, including three free downloads.

This table maps common situations to the phrases typically used for complaining and for responding with an apology.

SituationComplaint PhraseApology Phrase
Faulty product 'This doesn't work properly.' 'I'm so sorry, let me replace that for you.'
Late delivery or service 'This is taking much longer than expected.' 'I apologize for the delay.'
Noise or disturbance 'Could you keep it down, please?' 'Sorry about that, I didn't realize.'
Being kept waiting 'I've been waiting for twenty minutes.' 'I'm sorry for the wait.'
Repeated mistake 'This keeps happening again and again.' 'I'm really sorry, it won't happen again.'

When to Use Complaining and Apologizing Language

Returning a Faulty Purchase: A customer complains directly to a shop assistant when a product breaks or doesn't match its description, because a clear complaint is usually the first step toward getting a refund or exchange, as in 'This blender stopped working after two days.'

Preventing a Small Issue From Escalating: A speaker chooses a calm, measured complaint over an emotional outburst when the relationship with the listener matters more than the problem itself, as in 'I think there might be a mistake on this bill.'

Following Up on an Unresolved Problem: A speaker returns to a complaint and restates it more firmly when an earlier apology or promise wasn't followed by any real action, as in 'I was told this would be fixed last week, and it still isn't.'

3-Step Framework for Teaching Complaining and Apologizing Language

1. Pair Up Complaint and Apology Openers: Give students two matching sets of language they can plug straight into a conversation: an opener for making a complaint and an opener for responding to one. Have them practice starting a complaint with 'Excuse me, but...' or 'I'm sorry, but...', then pair it with a matching apology opener like 'I'm very sorry...' or 'I'm so sorry...' so both halves of the exchange feel natural before moving on.

2. Build Complaints Around Repeated Behavior: Push students to complain about ongoing habits rather than one-off problems, since this is where real frustration usually shows up. Have them build a two-part complaint using 'always' for one annoying habit and 'never' for another, something like 'She's always moving things so I can't find them, and she never cleans up after herself,' then get their partner to respond with a practical suggestion.

3. Teach Students to Soften a Complaint: Once students can complain clearly, show them how to dial down the intensity so they don't sound harsh. Introduce 'not very' for softening a positive adjective and 'rather' for softening a negative one, then have them practice shifting a blunt line like 'this computer is incredibly slow' into a gentler 'this computer is not very fast' until the softer version becomes automatic.

Common Mistakes with Complaining and Apologizing Language

Using the Bare Verb Instead of the Gerund After "Apologize For": Students often treat 'for' like the infinitive marker 'to' and follow it with the base form of the verb instead of the required gerund. Wrong: 'I apologize for disturb you.' Correct: 'I apologize for disturbing you.'

Confusing "Sorry" and "Excuse Me": Students often say 'sorry' before interrupting or getting someone's attention, when 'excuse me' is the appropriate phrase to use beforehand. Wrong: 'Sorry, where is the nearest bank?' Correct: 'Excuse me, where is the nearest bank?'

Common Questions About Teaching Complaining and Apologizing Language

What is a fun game for practicing making complaints?

The game Back to the Shop gets students complaining in character without a script. Students role-play returning a faulty item to a shop without naming the shop or product, while classmates guess both from what they hear. It pushes students to use complaint language precisely enough to convey a situation they cannot describe directly.

What is a good worksheet for teaching complaining and apologizing?

The worksheet How to Complain and Apologize walks students through the language in clear stages. Students read real complaint dialogues, decide where each one took place, sort expressions into complaint and apology columns, and then practice immediately by reading complaints aloud while their partner responds with an appropriate apology.

What is an engaging role-play for teaching students to apologize?

The role-play Complaint Cards gives students a clear reason to apologize in every round. One student holds a card with a picture facing them and states a complaint, while their partner reads the written side to identify their role and responds with an appropriate apology before making a request. It's free to download.

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