IELTS Speaking Part 2: Describe a complaint that you made and you were satisfied with the result

Describe a complaint that you made and you were satisfied with the result
You should say:
When it happened
Who you complained to
What you complained about
And explain why you were satisfied with the result

Useful Vocabulary and Expressions

1. When it happened:

• Vocabulary: date, time, occasion, incident, event
• Expressions:
  • “This happened…”
  • “It occurred…”
  • “The incident took place…”

2. Who you complained to:

• Vocabulary: recipient, authority, manager, customer service, representative
• Expressions:
  • “I complained to…”
  • “I addressed my complaint to…”
  • “I reported the issue to…”

3. What you complained about:

• Vocabulary: issue, problem, dissatisfaction, concern, matter
• Expressions:
  • “My complaint was about…”
  • “I had an issue with…”
  • “I was dissatisfied with…”

4. Explain why you were satisfied with the result:

• Vocabulary: resolution, outcome, response, solution, satisfaction
• Expressions:
  • “I was satisfied because…”
  • “The reason I felt content was…”
  • “What pleased me was…”

Collocations

1. customer service
2. swift response
3. satisfactory outcome
4. lodging a complaint
5. addressing an issue
6. immediate action
7. positive resolution
8. prompt attention
9. courteous service
10. resolving a problem

Sample Answer

This happened about six months ago. The incident took place when I ordered a new smartphone online, and it was delivered with a cracked screen.

I complained to the customer service department of the online retailer. I addressed my complaint to a customer service representative via their helpline.

My complaint was about the damaged product I received. I had an issue with the fact that the smartphone I ordered, which was supposed to be brand new, had a noticeable crack on the screen.

I was satisfied because the company provided a swift response and took immediate action to resolve the issue. The reason I felt content was that they arranged for a free return of the damaged phone and sent me a new one within just two days. What pleased me was the courteous service I received from the customer service representative, who was very understanding and apologized for the inconvenience. The prompt attention and the satisfactory outcome of getting a replacement phone without any hassle made the whole experience positive. This positive resolution restored my faith in the company’s customer service and left me feeling happy about how they handled my complaint.