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Writing a formal letter of Complaint

Example

123 Filmore Road

Chadthorpe

Lancs.

5th September 2022

Feel Free Travel

253B Delaware Buildings

Portree

Dear Sir / Madam,

I'm writing to express my dissatisfaction at the service I received on my holiday with Feel Free Travel. My friend and I went on the 8-day tour of Greece, reference GR36A, from the 5 th to the 13 th of August and we were extremely disappointed with the accommodation and the food.

First of all, your brochure said that we would stay in 'clean, mid-range hotels'. However, my bedroom was dirty in the Olympia Hotel, and the Opera Hotel was in a noisy and unsafe part of town, which made me feel very anxious.

Secondly, although the brochure stated that all meals were included, I was shocked by the food that we were served at the hotel restaurant. For lunch, we were given a small, squashed sandwich and a carton of juice. To make matters worse, when we complained to the tour guide, we were told to buy more food at the supermarket.

I feel that I am entitled to a refund to compensate for this terrible service.

I look forward to hearing from you soon.

Yours faithfully,

Julie Watkins

➪ Explain that you are making a complaint and state what you want to happen next.

➪ Use adjectives to show your feelings

➪ Use connectors to move from one problem to the next

➪ Use passive voice to explain what happened to you

➪ Use reported speech to describe information from a website, brochure, etc.

Elements of a Formal Letter

When you write a formal letter, you should include these elements:

Write your own address in the top right-hand corner

Write the date under your address

Write the address of the recipient, i.e., the person you are writing to, on the left-hand side, below your address

Start the letter with Dear... if you know the name of the recipient or Dear Sir / Madam if you don't know the name of the recipient.

Sign off your letter with Yours sincerely if you know the recipient, or with Yours faithfully if you don't know the recipient.

The structure of a letter of complaint

Your letter should be divided into paragraphs. In the first paragraph you should:

➪ explain that you are making a complaint.

➪ give essential details such as the location, time and any reference numbers of the incident.

My friend and I went on the 8-day tour of Greece, reference GR36A, from the 5th to the 13th of August.

➪ introduce what you are complaining about.

In the next paragraph(s) give further details of the problem. If there were several problems, use connectors like Firstly, Secondly, Additionally, Furthermore, To make matters worse, Finally, to move from one problem to the next.

End your letter by stating what you want to happen next. Here are some useful phrases:

Describing what happened to you (Passive Voice)

Usually, you have a bad experience because something happened to you - you didn't do something yourself. For example, in the sentence:

The writer did not do anything. Someone else gave the writer a small, squashed sandwich and a carton of juice. And in the sentence:

Someone else told the writer to buy more food.

In this situation, it's common to use the passive voice in formal writing.

When complaining about a past situation, use the past simple passive: was/were + the past participle of the main verb.

You may also need to use the past perfect passive: had been + the past participle of the main verb.

If you want to include who did the action, use the preposition by.

Describing printed information (Reported speech)

In your letter, you can refer to information printed in a brochure or advertisement. To do this, you should use reported speech. You can do this using phrases like:

Imagine what is written in the printed information. For example:

"All meals are provided."

"You will stay in clean, mid-range hotels".

When you report this information in your letter, use reported speech and change the present tense to the past tense, and change will to would.

"All meals are included". ➪ The brochure stated that all meals were included.

"You will stay in clean, mid-range hotels". ➪ The brochure stated that we would stay in clean, mid-range hotels.

Contrasting printed information with your experience

In your letter, you can contrast the information in a brochure or advert with your own experience by using link words like .

Although the brochure stated that all meals were included, we only received lunch twice during the holiday.

Note that we use however and although in different ways. However is normally used at the beginning of a sentence, before a comma (,) and after a full stop (.) or a semicolon (;). Although can be used at the beginning or in the middle of a sentence. We do NOT use a comma after although; we use although + subject + verb.

Describing feelings and situations

You can use adjectives to show how you felt during a situation such as:

You can add adverbs like very or extremely to make the feelings stronger.

You should also use adjectives to describe the problems you experience. Choose adjectives that describe the situation clearly.

You should describe your dissatisfaction and frustration about the events, but you should always keep a calm and polite tone if you want your letter to be effective.

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Writing formal letter of complaint - Tips, examples and exercises - Test-English

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Learn how to write a formal letter of complaint with our useful tips and expressions, examples and exercises.

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Talking About the Weather in English - Spoken English Lesson

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B2 First (FCE) Formal Letter/Email: Structure

B2 First (FCE) Formal Letter/Email: Model Answers

B2 First (FCE) Formal Letter/Email: Example topics

B2 First (FCE) Formal Letter & Email: Writing Checklist

B2 First (FCE) Formal Letter & Email: Tips

B2 First (FCE) Formal Letter/Email: Useful phrases

B2 First (FCE) Formal Letter/Email: Questions & Answers

Writing paper will require a response which is consistently appropriate for the specified target reader, and for example, you can expect to be asked to write different kinds of letters/emails. Moreover, their register and style can be formal or informal.

Formal letters are written to an individual or to an organisation. The purpose may be, for example,

to apply for part-time or holiday work (application letter)

to apply for study or scholarship opportunity (application letter)

to complain about something (complaint letter)

to make suggestions about something

to request information (enquiry letter)

The FCE test does not require you to include dates or addresses in any of your letters, whether formal or informal.

B2 First (FCE) Formal Letter/Email: Structure

2. The first paragraph (opening)
Say why you are writing. Clearly state the subject or context.

3. The next paragraphs (main content)
Give the details about why you are writing. Organise all the essential information in a clear and logical way. Use linking structures to make your letter flow

4. The last paragraph
Say how you expect the other person to respond to your letter if this is appropriate.

5. Closing and signing off
Finish your letter with an appropriate comment. Don't just stop abruptly.
Yours ..........

1. Salutation

If you don't know the name of the person you are writing to, use person's name you write "Dear Sir or Madam," whereas if you know the "Dear Mr Smith" or "Dear Ms Smith". Use the title "Ms" if you don't know if the woman is married or unmarried.

2. The first paragraph (opening)

Here, you state your reasons for writing the letter and, if needed, what you are responding to. This should not be more than a couple of lines.
Useful phrases for the opening

I would like to apply for one of the scholarships I saw advertised in your prospectus.
(applying for a scholarship)

I am looking for outdoor work during the summer holidays and I would like to apply for the position of hotel lifeguard assistant which I say advertised in my university's student newspaper.
(applying for a job)

I have seen your advertisement for the job in the local newspaper. I am writing because I would like to apply for the job.
(applying for a job)

3. The next paragraphs (main content)

In the next paragraphs, you give more details about why you are writing. Give relevant information, but don't expand too much. Use linking structures to make your letter flow." Moreover", "Furthermore", "In addition" are all good examples of words that can be used to link sentences together.

You should always be polite and respectful, even if you complain. A useful way to achieve it especially in formal letters is to use 'modal verbs', i.e., would, could or should.

4. The last paragraph

The last paragraph consists of telling the person what you would like them to do as a result of the letter, whilst also thanking them for their time. - "Thank you for your time. I hope to hear from you at your earliest convenience"

W you can sign off with should use hen signing off, look at how you started as a guide. If you don't know the name of a person "Yours faithfully," and if you do know the name of the person you Your full name a surname should then be written under this. "Yours sincerely,".

It's very important to write simply, clearly and logically informal letters. Contractions should not be used ("I am" not "I'm"). Therefore, keep your letter short, direct and to the point

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B2 First (FCE) Formal Letter/Email: Model Answers

Topic

You have seen the following advertisement in a newspaper:

VOLUNTEERS NEEDED!

We are the National Diabetes Organisation and we are organising a campfor diabetic children. We need volunteers to work with us during the camp.

Your responsibilities will include:

Teaching children about diabetes

Playing games with them

Also, you should speak several languages because it's an international camp

Write a letter applying to become a volunteer

Model answer

Dear Sir or Madam,

I am writing with regard to the advertisement posted in yesterday's newspaper about the camp for diabetic children. I would like to take part as a volunteer if it is possible.

As you can see in my résumé, I completed a degree in nursing, so I am qualified to teach children about it. Besides, I suffer from diabetes, so I am quite familiar with this illness and how to deal with it.

Furthermore, I have some experience organising entertaining events for children, as I worked at a regular camp for children last summer. For this reason, I am capable of organising and playing fun games with children.

Finally, I must say that I can speak 3 languages, since I have spent some time abroad, in England and Germany. Therefore, apart from Spanish, I am fuent in English and German.

Can I ask about the duration of the camp? What is the daily timetable?I look forward to hearing from you.

Yours faithfully,

José

Topic:

You bought the personal stereo advertised in a mail-order catalogue.

A GREAT LITTLE PERSONAL MUSIC CENTER THAT FITS IN YOUR POCKET!
(Very big and too heavy for my pocket)

This high-quality stereo comes to you at the unbeatable price of $19.99,
(not true - found one for $14.99 in shop) including the cost of postage, lower than you will find in any shop.

It comes compete with:

It has a recording facility (didn't work) ,will pick up any radio station, and plays all your tapes (destroyed two tapes) with high-quality sound.

Write a letter to Home Mail Order, complaining about the stereo, and asking for your money back, or a new stereo

Model answer

Dear Sir/Madam,

I am writing in connection with a personal stereo which I saw advertised in your mail-order catalogue. Last week I bought one of these, and I am sorry to say that I was very disappointed when I received it.

First of all, your advertisement stated that the price would be lower than in any shop but I saw the same stereo at a price of $14.99 instead of $19.99

Furthermore, your advertisement promised that it would be a high-quality stereo complete with all necessary accessories. However, when I received it, the headphones were missing and there was a broken zip on the carrying bag. As well, the recording facility did not work, and I have already destroyed two tapes that contained my favourite musical compositions.

Finally, you also promised that it would be a compact and portable device. However, the stereo was so big and heavy that it could not be carried in a pocket.

Could you please arrange for me to receive a new one or refund my money in full?

I look forward to hearing from you.

Yours faithfully,

Peter Petrov

B2 First (FCE) Formal Letter/Email: Example topics

You are helping to organise a visit to an English Language Academy in manchester. You have received a letter from John Webster, the director of the Academy. Read the letter and the notes you have made. Then write a letter to Mr Webster using all your notes.
I am very glad to see that you are coming to our academy in July. I am sure you will all have a very enjoyable time and that you will learn a lot of English. Your can either stay all together in a youth hostel or individually with local families. Please tell me which you would prefer. Tell me something about your group so that I can organise interesting spare time activities. What sort of things do they like doing? Please ask if you need any further information. Yours sincerely, John Webster Your notes:

Paragraph 1 - learning a lot of English is very important because .....

Paragraph 2 - say which you prefer, and why

Ask what the weather's like in Manchester and what clothes you will need

You have just returned from a trip to Canada. You flew there and back with Maple Air. You decide to write to the airline to complain about your flight and ask for some money back. Read the advertisement and the notes you made and then, using the information, write a letter to the airline. You may add other relevant points of your own.
FLY MAPLE AIR TO CANADA
3 flights a day
wide, comfortable seats
friendly, well-trained staff
a good choice of food
special diets no problem
the latest in-flight entertainment
Phone 0179 765893 now or see your travel agent for more details. Your notes:

Late boarding

Staff quite rude

No vegetarian food for me

Old film

Your parents have seen the following advertisement.
A marvellous experience and a wonderful opportunity to get you fit.Individualised health and fitness programmes in a charming rural setting.
They want you to send an email to ask for further details including answers to the following questions:

Where?

Places available in August?

How much for a week?

Drinking allowed?

Any trips?

What type of exercise?

B2 First (FCE) Formal Letter & Email: Writing Checklist

After writing your text, you can check it yourself using the writing checklist below.

How to do that? Simply check your text/email by answering the questions one by one:
Content

Have I covered all the key information required by the task?

Have I written only information which is relevant to the task?

Have I developed the basic points in the task with my own ideas?

Communicative Achievement

Have I achieved the main purpose(s) of the text (for example, explaining, persuading, suggesting, apologising, comparing, etc.)?

Have I communicated a balance of straightforward and more complex ideas?

Have I used a suitable style and register (formal or informal) for the task?

Organisation

Have I used paragraphs appropriately to organise my ideas?

Have I used other organisational features appropriately for the genre of the text (for example, titles, headings, openings, closings, etc.)?

Is the connection between my ideas clear and easy for the reader to follow? (For example, have I used appropriate linking words, pronouns, etc. to refer to different things within the text?)

Are the ideas balanced appropriately, with suitable attention and space given to each one?

Language

Have I used a wide range of vocabulary?

Have I avoided repeating the same words and phrases?

Have I used a range of simple and more complex grammatical structures?

Have I correctly used any common phrases which are relevant to the specific task or topic?

Is my use of grammar accurate?

Is my spelling accurate?

B2 First (FCE) Formal Letter & Email: Tips

Begin your letter by saying why you are writing.

Say where you saw the advertisement

Remember, the letter uses formal language.

Try to avoid using exactly the same words that appear in the notes.

Make sure you have included all the points from the notes.

Use an appropriate closing formula.

Decide what each paragraph will say before you start writing; each paragraph should have a specific purpose.

Imagine you are really writing the letter and put yourself into the writer's position.

Check your work for accuracy, punctuation and spelling.

A good formal letter should be: Keep your readers in mind when writing:

Set the correct tone

Use appropriate language

Give only relevant facts or information which is easy to understand, clear and precise

Clear - plain, simple language

Concise - short, straight to the point

Correct - error-free (grammar, spelling, punctuation, content)

B2 First (FCE) Formal Letter/Email: Useful phrases

We will finish it with some useful vocabulary mostly used to organize information. Although it is taking a shortcut, if you learn several expressions for each paragraph in each type of text that could be on your exam, you will certainly be able to create a very consistent and well-organized text.

Reason for writing

I am writing in response to your article/advertisement/letter.
I am writing with regard to your article/advertisement/letter.
I am writing regarding your article/advertisement/letter.
I am writing on behalf of

Referring to their letter

As you stated in your letter, ...
Regarding ... Concerning ... With regard to ...

Ending the letter:

I look forward to receiving your reply.
I look forward to your reply.
I look to hearing from you.

I am, yours faithfully (if you don't know the name of the person you are writing to).
I am, yours sincerely (if you know the name of the person you are writing to).
Yours faithfully.
Yours sincere

Letters to complain: Useful phrases

Reasons for writing

I am writing in order to complain about.
I am writing to complain about

Introducing the complaint:

Introducing further complaints:

Demanding action:

I suggest that you replace the item.
I therefore suggest that I be given a full refund .
I would be grateful if my money was refunded
I would be grateful if you could give me a full refund

Letters to request information: Useful phrases

Reason for writing:

I am writing to receive further information about.
I am writing to enquire about. I am writing to receive more detailed information about.
I am writing to receive further details about

Requesting first piece of information

The first thing I would like to know is.
First of all I would like to know
I wonder if you would mind telling me first of all ....?

Requesting further information:

Could you also tell me....?
Could you also inform me ....?
Would you also mind informing me ....?
Would you also mind telling me ....?
Do you know ....?
I would also like to know if.
I would also like to know whether
I hope you might also let me know about ...

Thanking for information:

I would like to thank you in advance for this information.
Thanking you in advance for this information.

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B2 First (FCE) Formal Letter/Email: Questions & Answers

What is the purpose of the letter?

The task will tell you exactly what you have to do. This may include: asking for or giving information; initiating action or responding to a request; giving feedback on suggestions; making complaints, suggestions, or corrections.

Who will read it?

Probably someone who you do not know well, if at all. This may be a named individual, or an unnamed representative of an organisation, possibly a person in a position of authority or responsibility.

What style should I use?

Be polite. Use indirect expressions, formal linking phrases and set phrases wherever appropriate. Avoid being too familiar, or using contractions and colloquial language.

What information should I include?

In a transactional letter, you will need to read all the information you are given. This will include the task itself, plus one or more additional texts, such as letters, memos, adverts, and handwritten notes. You must respond to all the questions and points in the texts or notes.

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How to write a formal Letter / Email ? | B2 First (FCE) | engxam.com

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An essay is the first part of the writing and it is obligatory. You need to answer the question with between 140-190 words. In the text you need to analyse a question using different points of view. It is a semi-formal text and should be impartial until the conclusion.

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Look at the exam question and answer and do the exercises to improve your writing skills.

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A: I'd like to reserve a hotel room.

B: That should be no ……………... May I have your ………….. name, please?

A: My name is John Sandals

B: Hello, Mr. Sandals. My name is Michelle. What ………………do you need that reservation, sir?

A: I'm ………………. to visit New York from Friday, April 14 until Monday, April 17.

B: Our room rates recently ……………… up. Is that okay with you, Mr. Sandals?

A: How much per ……………….. are we talking about?

B: ……………….. night will be $308.

A: That price is perfectly …………………….

B: Wonderful! Do you ……………. a smoking or nonsmoking room?

A: Nonsmoking, please.

B: Next question: Is a ………………..-size bed okay?

A: That sounds fine.

B: Okay, Mr. Sandals. Your reservation is in our computer. All we ………………… now is a phone number.

A: Certainly. My phone number is 626-555-1739.

B: Thank you, Mr. Sandals. We look forward to seeing you in New York

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This is a free sample lesson from the Everyday English Speaking Course. You can register to get the complete course (45 lessons)!
First let's learn some essential telephone vocabulary, and then you'll hear examples of formal and informal telephone conversations.

There are different types of phones:

cell phones or mobile phones
(a cell phone with more advanced capabilities is called asmartphone)

the regular telephone you have in your house is called a landline - to differentiate it from a cell phone.

This type of phone is called a cordless phone because it is not connected by a cord.

When someone calls you, the phone makes a sound - we say the phone is ringing. If you're available, you pick up the telephone or answer the telephone, in order to talk to the person.

If there's nobody to answer the phone, then the caller will have to leave a message on an answering machine or voicemail. Later, you can call back or return the call.

When you want to make a phone call, you start by dialing the number. Let's imagine that you call your friend, but she's already on the phone with someone else. You'll hear a busy signal - a beeping sound that tells you the other person is currently using the phone.

Sometimes, when you call a company, they put you on hold. This is when you wait for your call to be answered - usually while listening to music.

Finally, when you're finished with the conversation, you hang up.

Now you know the basic telephone vocabulary. In the next part of the lesson, you're going to hear some conversations to learn some useful English phrases for talking on the phone.

#1 - Formal Telephone Conversation

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1a.mp3

Helen: Midtown Computer Solutions, Helen speaking. How can I help you?

Ryan: Hello, this is Ryan Bardos. May I speak with Natalie Jones, please?

Helen: One moment please - I'll put you through.

Helen: Mr. Bardos? I'm sorry, Natalie's in a meeting at the moment. Would you like to leave a message?

Ryan: Yes, could you ask her to call me back as soon as possible? It's pretty urgent.

Helen: Of course. Does she have your number?

Ryan: She has my office number, but let me also give you my cell - it's 472-555-8901.

Helen: Let me read that back to you - 472-555-8901.

Ryan: That's right.

Helen: And could you spell your last name for me?

Ryan: B as in Boston - A - R - D as in dog - O - S as in September

Helen: Okay, Mr. Bardos. I'll give her the message.
Now let's listen to the second part of the conversation, when Natalie calls Ryan back.
Ryan: Thanks a lot. Bye.

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1b.mp3

Ryan: Hello?

Natalie: Hi, Ryan, this is Natalie returning your call.

Ryan: Hi Natalie, thanks for getting back to me. I was calling about the shipment of keyboards for our office - we haven't gotten them yet.

Natalie: Oh, that's not good - they were supposed to be delivered three days ago.

Ryan: Exactly, and we have a new group of employees starting on Monday, so we really need those keyboards as soon as possible.

Natalie: Okay, I'll look into it right away - if necessary, we can send you an emergency overnight shipment.

Ryan: Thanks, Natalie, I appreciate it.

Natalie: No problem, Ryan. I'll call you back a little later, as soon as I have more information.

Ryan: Sounds good - talk to you soon.

Natalie: Bye.

Telephone English Phrases - Formal Conversation

From these conversations, we can learn phrases for beginning a phone call, taking and leaving messages, checking and clarifying information, and finishing a phone call.

When Helen answers the phone, she says, "Midtown Computer Solutions, Helen speaking. How can I help you?" This is a common way for a receptionist at a company or organization to answer the phone. Here are a couple alternatives:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1c.mp3

To introduce yourself, you can say: "Hello, this is..." and if you want, you can add your company name:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1d.mp3

Then, ask to speak to somebody by using the phrases:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1e.mp3

You can also add the phrase "I'm calling about..." or "I'm calling to..." in order to give a reason for your call. Use "I'm calling about..." to introduce a topic, and "I'm calling to..." to introduce an action:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1f.mp3

To connect or transfer the call, the receptionist says, "One moment please - I'll put you through." A few other phrases for transferring a call are:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1g.mp3

"Please hold."

"I'll transfer you."

"May I ask who's calling?" / "Who's calling, please?"
If you forgot to identify yourself at the beginning of the call, the receptionist will sometimes use this phrase to ask for your name.

TAKING / LEAVING MESSAGES

Unfortunately the person Ryan wants to speak to is not available, and the receptionist says "I'm sorry, Natalie's in a meeting at the moment." Here are some additional phrases to use when another person can't answer a telephone call:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1h.mp3

"I'm sorry, she's on another call."

"I'm sorry, Natalie has left for the day."

"I'm sorry, Natalie's not in her office right now."

"I'm sorry, she's out of town at the moment."

"I'm sorry, she's not available at the moment."

Then, there are two common phrases that are used for offering to take a message:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1i.mp3

If you don't want to leave a message, you can say: "No thanks, I'll call back later."

There are two polite ways to leave a message. You can make a statement starting with "Please" or a question starting with "Could you..." - usually followed by the verbs ask, tell, or remind and then "him" (if the message is for a man) or "her" (if the message is for a woman).

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1j.mp3

"Could you ask her to call me back?"

"Please ask him to call me back."

"Please tell him/her that the documents are ready."

"Please remind him/her that he/she has a dentist appointment tomorrow."

CLARIFYING/CONFIRMING INFORMATION

While taking the message, the receptionist used two phrases for checking and confirming information:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1k.mp3

The verb "spell" means to say the letters of the word. Ryan replies:

"B as in Boston - A - R - D as in dog - O - S as in September."
FINISHING A CALL
It's common to use phrases like "B as in Boston" and "S as in September" with letters that can be frequently confused with others, such as B and D, S and F, or M and N.

When you want to finish the conversation, you can use "signal phrases" - these are phrases indicating that the conversation is coming to an end:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1l.mp3

If you want to promise future contact, you can use one of the phrases from the second conversation:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1m.mp3

"I'll get in touch in a couple of days."
(get in touch = contact you)

"I'll call you back a little later"

"Talk to you soon."

Then you can finish the conversation with one of these "final phrases":
Response: "You too. Bye."
https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1n.mp3
Let's listen to an informal telephone conversation, after Ryan gets home from work.
#2 - Informal Telephone Conversation

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1o.mp3

Linda: Hello?

Ryan: Hi Linda, it's Ryan. How's it going?

Linda: Pretty good, thanks. How about you?

Ryan: I'm fine. Sure glad it's Friday. Hey, is Peter there?

Linda: Yeah, hold on, I'll get him. Peter! Ryan's on the phone.

Peter: Hey Ryan, what's up?

Ryan: Not much. Are you up for going fishing this weekend?

Peter: What? There's a lot of background noise - I can barely hear you.

Ryan: Sorry about that - I'm at the train station. I was wondering if you wanted to go fishing this weekend. I'm heading up to Mountain Lake with some friends early tomorrow morning.

Peter: Uh, hang on a sec, let me just check with my wife to make sure we have no other plans.

Ryan: Sure.

Peter: Okay, she's given me the green light!

Ryan: Sweet! We'll pick you up at 6 tomorrow morning, is that OK?

Peter: Yup. Do you need directions to my place?

Ryan: Uh, you still living on Willow Street, near the community center?

Peter: Yeah, that's right. The yellow house, number 30.

Ryan: Gotcha. I know how to get there.

Peter: All right - see you tomorrow, then.

Ryan: Take care.

Peter: Bye.

Telephone English Phrases - Informal Conversation

Let's learn some of the different phrases used in an informal telephone conversation. In informal phone calls, most people answer the phone by saying "Hello?" and the introduction is also different:

We see two different greetings in this conversation: "How's it going?" and "What's up?" These greetings require different answers. You can answer "How's it going?" (or the similar question "How are you doing?") with:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1p.mp3

And the typical answers to "What's up?" are:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1q.mp3

The phrase "How about you?" is used to ask the same question to the other person. Notice that it is spoken like this: "Howbout you?"

In the formal conversation, Ryan used the phrase "May I speak with..." - but in an informal conversation, you can use these phrases:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1r.mp3

If the person is not available, some informal responses are:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1s.mp3

This conversation also contains some expressions for asking someone to wait:

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1t.mp3

The formal equivalent of these phrases would be "One moment please" or "Please hold."

At one point, Peter can't hear or understand Ryan. Here are some phrases to use if you're having difficulty hearing the other person on the phone.

https://www.espressoenglish.net/wp-content/uploads/2013/10/EESC-1u.mp3

"There's a lot of background noise - I can barely hear you."

"You're breaking up. Could you call me back?"
(breaking up = you can only hear parts of what the other person is saying)

"We have a bad connection."

"Sorry - I didn't catch what you just said."

"Could you speak a little louder?"
(say this if the person is speaking too quietly)

"Could you speak a little more slowly?"
(say this if the person is speaking too fast)

"What did you say?" (informal)

"Could you repeat that?" / "Could you say that again?" (more formal)

If the bad connection causes the call to fail, you can call the other person back and say this:

"Hi, it's Ryan again. Apparently we got cut off."

"Cut off" is a phrasal verb that means the call failed or disconnected.

Towards the end of the conversation, Ryan uses the phrase "Gotcha" - this is a very informal phrase that means "I understand." Another option is "Got it." or "Right."

Now, take the quiz to test your memory of the telephone phrases from this lesson.

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This is a free sample lesson from the Everyday English Speaking Course. You can register to get the complete course (45 lessons)! First let's learn some essential telephone vocabulary, and then you'll hear examples of formal and informal telephone conversations.

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At the Travel Agency - Travel English Lessons. Traveling English

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We often need to travel to places. It may be for a business meeting or a family outing. Sometimes we may plan our trip using travel agents. When we do so, we need to talk to them in order to have a ticket booked or find a good place to stay.

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Planning a vacation - Free English speaking course

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Time to take a break from your work? Go for a vacation somewhere nice, and while you're there improve your English too. In this lesson you will learn the phrases and words that you can use when you plan your vacation. Please subscribe to our channel on Youtube to continue receiving more English learning lessons daily.

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Conversation: 1. Calling to Get a Reservation

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A: I have a reservation. My name is John Sandals. B: May I see your ID, please, Mr. Sandals? A: Certainly. Here it is. B: Thank you. Do you have a credit card, Mr. Sandals? A: Yes, I do. Do you accept American Express? B: Sorry, sir, just VISA or MasterCard.