Complaining and apologizing

When you complain in English you have to be careful to be polite.

 
In a shop

You’re in a shop and the assistant gives you the wrong change.

 

“Excuse me, I think you’ve given me the wrong change”
or “Sorry, I think this change is wrong. I gave you $50, not
$20.”

 

In a hotel

 

“Excuse me, but there’s a problem with the heating in my room.”

 

“Sorry to bother you, but I think there’s something wrong with
the air-conditioning.”

 

“I’m afraid I have to make a complaint. Some money has gone
missing from my hotel room.”

 

“I’m afraid I have a real problem with my room – the bed hasn’t
been made.”

 

When people apologize, they normally say “sorry” and offer to
put the situation right.

 

“Excuse me, but there’s a problem with the heating”

(could be followed by)

 

“I’m sorry – I’ll get someone to check it for you.”

or “Sorry to hear that – I’ll send someone up.”