Banks, offices and polite complaints
Getting a problem solved without getting angry.
12 minutes · A free lesson from Travel, health and services
Useful phrases
Banks
- I'd like to open a current account.
- I don't recognise this payment.
- Could you block my card, please?
Offices
- I've come to collect my documents.
- How long will it take to process?
- Is there anything else you need from me?
Lesson quiz
Check what you have learned. Choose an answer to see whether it is right, and why.
Quick check: The person you are speaking to cannot authorise a refund. What do you say?
- “Then you are useless.”
- “I understand it's not your decision. Could I speak to someone who can authorise it?”
- “Fine, forget it.”
Show the answer
B: “I understand it's not your decision. Could I speak to someone who can authorise it?” — Escalate politely. Getting angry rarely gets a problem solved.
Quick check: What comes after you explain the problem?
- How angry you are
- A story about your weekend
- The facts: dates, reference numbers, what you have tried
Show the answer
C: The facts: dates, reference numbers, what you have tried — Then say exactly what you want.
Quick check: You see a payment on your statement that you did not make. What do you say?
- “I don't recognise this payment.”
- “I'd like to open a current account.”
- “I've come to collect my documents.”
Show the answer
A: “I don't recognise this payment.” — Then: Could you block my card, please?
Practise: at the airport, pharmacy and hotel
Marked as soon as you finish — free with an account.Practise now
Marked as soon as you finish — free with an account.Practise now