EN Understanding

IELTS Model Answers

A Complaint That Led to a Good Result

General

Speaking Part 2

ShoppingLife experience

Question

Describe a time when you made a complaint and were pleased with the result. You should say what you complained about and who you spoke to. Explain why you were satisfied with the outcome.

Model Answer

I bought headphones online and one side had no sound after one week. I emailed the shop and attached a short video as proof. At first they were slow to reply, but after I called customer service they sent a new pair for free. I was pleased because I did not expect such a quick replacement.

Glossary

lodged a formal complaint

Officially told a company or organisation you were unhappy with their service or product.

consumer warranty law

Legal rules that protect buyers when goods are faulty or not as described.

I was satisfied with the outcome because

Signals you are moving to explain why the result met your expectations.

evidence-based communication

Making your case using clear proof such as documents, photos, or recordings.

corporate accountability

The idea that companies should answer for mistakes and fix them fairly.

purchase experience

The overall feeling a customer has about buying and using a product.

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