Unit 36 — Complaints, Requests and Apologies

Follow a problem from an informal message to a formal complaint, and see how clear communication can help to resolve it.

Step 1 — The problem returns

Ruth lives alone and uses a stairlift to move between the floors of her home. The stairlift has been unreliable for several months. The company has made several service visits, and it was serviced only last week. Now the faults have returned.

Ruth explains the error codes

Ruth sends her friend Sam a message:

“The stairlift showed error code 1 again on Tuesday morning. The manual says this may mean there is a problem with the battery or charging connection. On Monday, it showed code 3. That means the display has detected a possible obstruction near the footrest, but I couldn't see anything blocking it. The engineer serviced the stairlift last Thursday, so I don't understand why the faults have come back. Can you help me put the details together before I contact the company?”

The codes indicate possible problems; they do not, by themselves, tell Ruth exactly what is causing the faults.

Check your understanding

Choose True or False. Feedback explains each answer in a complete sentence.

Answer one question at a time. Read the feedback before moving on.

1. Ruth’s stairlift was serviced only last week.

2. Error code 3 means that Ruth can clearly see something blocking the footrest.

3. Ruth knows for certain that the battery is faulty.

4. Ruth asks Sam to help her organise the information before contacting the company.

Step 2 — Put the history together

Sam visits Ruth. They look at the service records and emails so that they can give the company accurate information.

Notes from Ruth’s service records

12 August: An engineer visited after error code 1 appeared and checked the charging connection.
3 September: An engineer returned because the stairlift had stopped unexpectedly.
Last Thursday: The stairlift was serviced again.
Monday: Error code 3 appeared. The display reported a possible obstruction near the footrest, but Ruth could not see anything blocking it.
Tuesday morning: Error code 1 appeared again.

Ruth also explains that each service visit costs more than £200 for about 30 minutes’ work. The engineers need visitors’ parking permits, which add to the cost and inconvenience. The engineer has repeatedly failed to clean around the footrest.

Check your understanding

Choose True or False. Feedback explains each answer in a complete sentence.

Answer one question at a time. Read the feedback before moving on.

1. An engineer first visited on 12 August.

2. The stairlift stopped unexpectedly before the September visit.

3. The faults disappeared permanently after the most recent service.

4. Ruth and Sam have evidence of several visits.

Step 3 — Email the company

Sam helps Ruth draft an email. Ruth checks the details and sends it herself.

To: Service Department, HomeGlide Stairlifts
Subject: Repeated faults after recent service

Dear Service Team,

I am writing because my stairlift has continued to develop faults despite several service visits. An engineer visited on 12 August and again on 3 September. The stairlift was serviced last Thursday, but the problem has returned.

On Monday, the display showed error code 3, reporting an obstruction near the footrest. I could not see anything blocking it. During the previous visits, the engineer did not clean around the footrest, either. This morning, error code 1 appeared again. I understand that this may indicate a charging or battery fault, but I do not know what is causing it.

I am concerned that I cannot rely on the stairlift. Each visit costs over £200 for about 30 minutes of work, and I also have to arrange and pay for visitors’ parking permits for your engineers. The engineer has not cleaned around the footrest during the previous visits, either. Could you please review the previous service reports and arrange for a qualified engineer to investigate the recurring faults? Please let me know when someone can visit and what you propose to do to resolve the problem.

Yours faithfully,
Ruth Ellis

Check the email

Choose True or False. The model answers explain the statements in complete sentences.

Answer one question at a time. Read the feedback before moving on.

1. Ruth says that the stairlift has developed faults despite several visits.

2. Ruth tells the company that she has diagnosed the battery fault.

3. Ruth asks the company to review the service reports.

4. Ruth asks the company to arrange an inspection by a qualified engineer.

Step 4 — The company’s reply

The company replies, but its first response does not address Ruth’s main concern.

From: HomeGlide Stairlifts
Subject: Re: Repeated faults after recent service

Dear Ms Ellis,

Thank you for your email. Error code 3 can sometimes appear when the footrest area needs cleaning. Please check the area and restart the stairlift in accordance with the instructions in your user manual. If error code 1 appears again, please contact us to arrange another appointment. Our next routine appointment is in three weeks.

Kind regards,
Customer Services

Think about the response. The company has suggested a possible explanation for code 3, but it has not addressed the history of repeated faults, the recent service or Ruth’s concern about relying on the stairlift.

Discuss the reply with Sam

Choose True or False. The model answers explain the statements in complete sentences.

Answer one question at a time. Read the feedback before moving on.

1. The company suggests checking the footrest area.

2. The company offers a routine appointment for the following morning.

3. The reply explains why the faults have returned after several service visits.

4. Ruth has good reason to ask for a more satisfactory response.

Step 5 — Make a formal complaint

Ruth decides to make a formal complaint. She wants the company to take the history into account and explain how it will deal with the recurring faults.

Subject: Formal complaint — recurring stairlift faults

Dear Customer Services Manager,

I am writing to make a formal complaint about the repeated faults with my stairlift. Your engineers have visited on 12 August and 3 September, and the stairlift was serviced last Thursday. However, error codes 3 and 1 have appeared again within days of the service.

Your recent reply suggested that I clean the footrest area and contact you if code 1 appeared again. I have checked the area, but I cannot see an obstruction. The engineer has not cleaned around the footrest during the previous visits, either. I am not qualified to diagnose the faults, and I do not consider another routine appointment in three weeks a satisfactory response to a recurring problem. Each visit costs over £200 for approximately 30 minutes of work, and arranging visitors’ parking permits for your engineers adds further expense and inconvenience. The engineer has also not cleaned around the footrest during the previous visits.

I rely on the stairlift to move safely between the floors of my home. Its repeated failures have caused me considerable concern. Please review the service history, arrange an appropriately prompt inspection by a qualified engineer, and explain what steps you will take to identify and resolve the underlying problem.

Please confirm the arrangements in writing. I look forward to your response.

Yours faithfully,
Ruth Ellis

Complete the sentences

1. The stairlift ______ to develop faults despite several visits. (continue)

2. The engineer ______ on 12 August. (visit)

3. The problem ______ yet. (not / resolve)

4. ______? (make a polite request)

5. Write a suitable final sentence before “Yours faithfully”.

Step 6 — An apology and a plan

The complaints manager reviews the service reports and replies.

From: HomeGlide Stairlifts
Subject: Re: Formal complaint — recurring stairlift faults

Dear Ms Ellis,

Please accept our apologies for the repeated problems with your stairlift and for the unsatisfactory response to your earlier email. We understand that you need to be able to rely on it.

We have reviewed the service records and agree that another routine appointment in three weeks would not be appropriate. We can arrange for a senior engineer to visit on Thursday morning. The engineer will inspect the stairlift and review the previous reports before recommending any further work. We will explain the findings to you and discuss the next steps before carrying out any additional work.

We are sorry that the earlier visits have not resolved the problem. Thank you for bringing the matter to our attention.

Yours sincerely,
Customer Complaints Manager

Understand the company’s response

Choose True or False. The model answers explain the statements in complete sentences.

Answer one question at a time. Read the feedback before moving on.

1. The complaints manager apologises for the repeated faults.

2. The company still insists that Ruth must wait three weeks.

3. The previous service reports will be reviewed.

4. The company promises to discuss the next steps before additional work is carried out.

Step 7 — Tell Sam what happened

After receiving the reply, Ruth sends Sam an update.

Thanks for helping me organise the information. The complaints manager apologised for the repeated problems and said that a senior engineer would visit on Thursday morning. They promised to explain the findings and discuss the next steps with me before doing any more work. I feel that they have finally taken the history seriously.

Report what the company said

1. Report: “We apologise for the repeated problems.”

2. Report: “A senior engineer will visit on Thursday morning.”

3. Report: “We will explain the findings.”

4. Report: “We will discuss the next steps before doing any more work.”

Step 8 — Write for a real purpose

Choose one task. Use the story as a model, but make the details your own. You may write about an imagined situation if you do not want to share personal experiences.

Option A — An informal message

Write a message to a friend about a product or service that has gone wrong. Explain what happened, what you have tried so far, and what help you would like.

Option B — A complaint email

Write to a company about a problem that has not been resolved. Give the history, explain the effect on you, and say what action you want.

Option C — A company response

Write a reply to a complaint. Acknowledge the problem, apologise where appropriate, explain what will happen next, and give a realistic timescale.

Plan before you write

What happened, and when?
Has the problem happened more than once?
What evidence or details can you give?
What do you know, and what are you unsure about?
What action would be reasonable to request or promise?

These writing tasks are open-ended, so they are not automatically marked right or wrong. Read your work again to check that the tone suits the reader and that your request is clear.