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IELTS Practice Reading: Note/Summary Completion ID: #56603 Easy Top tips on complaining

Instructions ›

Choose NO MORE THAN TWO WORDS from the text for each answer.

Top tips on complaining

Before you complain

Be clear in your mind why you are dissatisfied. Was it the way you were treated? A wrong decision? Defective goods? What exactly went wrong?

Be clear in your own mind what you want to happen as a result of making a complaint. Do you want an apology? Do you want a different decision? Do you want the proper service that should have been provided in the first place? Do you want replaced goods? You should mention this to the organisation you are complaining to and ask for prompt action.

Who to complain to

This will be different depending on what type of organisation you are complaining to and the scale of your complaint. The following four steps are a general guideline. For more specific complaint procedures see the Information Section where you can find the specific steps for each organisation;

1. You should attempt to resolve your complaint directly with the parties involved: i.e. take the product purchased back to the shop, or attempt to have the service redone.

2. You should contact the relevant senior management or customer services department. It may be necessary to communicate with them several times before taking the next step. Most good organisations will have internal complaints procedures and complaints are often resolved using these. However sometimes they aren't and that's when you should consider the third step. It is worth mentioning that you are considering or have decided to take your complaint to the relevant authorities, sometimes this may provoke more serious consideration of a complaint

3. You should contact the relevant authority or overseer who will be able to give advice on how to exacerbate your complaint if you are still not satisfied. Ask the institution which is the relevant independent ombudsman to whom you can take your complaint. Alternatively you can contact your local Citizens Advice Bureau or Trading Standards Office who will be able to help and give you advice on who you should contact next. Some Ombudsman or executive agencies such as Oftel or Ofgem may take complaints up for you.

4. Finally, if all else has failed then court or arbitration services maybe the final choice. The Legal Section on this site contains information regarding legal options. Small claims court proceedings are inexpensive but time consuming and arbitration is available for many industries and services.

What to Remember

Various valuable hints which should help you to get the result you are looking for:

•Keep a record of events. If you speak to someone on the phone make a note of who you speak to, when and what was said. If you use 'snail mail' then keep a copy of your letter and any replies you receive.

•Keep the evidence. Retain all receipts/invoices, letters and e-mails regarding products and services that you may have purchased/received. If you are asked to present these at any stage then present copies and keep the originals yourself.

•Stay Calm. If you have confronted someone directly then don't let the emotion of the moment get to you. If you are clearly not getting an adequate response then simply take the next step in the procedure as advised above. Don't be shy to use a bit of humour.

• Write clearly and concisely. Be polite and courteous but don't be afraid to convey the detail of any incident and to articulate your disappointment. Be clear about what you think would resolve your complaint.

•You should make an attempt to know your rights. See the Know Your Rights Section of this site if you are unsure.

•Don't give up.

•Praise where praise is deserved. Organisations welcome complaints but most certainly praise too!

7 blanks 2 words max

It's important to be sure about what you would like the end to be.

Make your complaint initially to the .

An organisation may give your complaint more if you mention that you are prepared to take it further.

The Citizens Advice Bureau will be able to tell you which to take your complaint to.

The problem with the Small Claims courts is that they can be .

If you are asked to show evidence, never present .

If you do get a satisfactory result, give the organisation some .

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A.I. Explanation:

{
"questions": [
{
"question": 1,
"correct_answer": "result",
"alternative_answers": [],
"word_count_check": "1 word (within the 2-word limit)",
"question_focus": "Synonym match - summary says 'end' but passage says 'result'",
"why_correct": "The summary says \"what you would like the end ___ to be.\" In the passage, it clearly says what you want to happen as a result of complaining. The word result fits both meaning and grammar.",
"common_mistake": "Students sometimes write outcome because it means something similar. But you MUST copy the exact word from the passage. This is a synonym trap.",
"grammar_fit": "The gap follows \"the end\" so it needs a singular noun. Result fits perfectly.",
"paraphrasing": "Passage: 'as a result of making a complaint' = Summary: 'the end ___ to be'",
"key_vocabulary": [
"result = outcome",
"complaint = formal complaint"
],
"tips": "When the summary uses general words like 'end', look for a more specific noun in the passage.",
"passage_reference": "Be clear in your own mind what you want to happen as a result of making a complaint. Do you want an apology?"
},
{
"question": 2,
"correct_answer": "parties involved",
"alternative_answers": [],
"word_count_check": "2 words (within the 2-word limit)",
"question_focus": "Direct match - first step of the complaint process",
"why_correct": "The summary says to make your complaint initially to someone. The passage clearly says you should first complain directly to the parties involved.",
"common_mistake": "Students may write the shop or customer services, but those are examples, not the general phrase used. This is a partial truth trap.",
"grammar_fit": "The gap follows \"to the\" so it needs a noun phrase. Parties involved fits.",
"paraphrasing": "Passage: 'resolve your complaint directly with the parties involved' = Summary: 'complaint initially to the ___'",
"key_vocabulary": [
"resolve = solve",
"initially = first"
],
"tips": "When a question asks about steps, follow the numbered list in the passage.",
"passage_reference": "You should attempt to resolve your complaint directly with the parties involved: i.e. take the product purchased back to the shop, or attempt to have the service redone.
2."
},
{
"question": 3,
"correct_answer": "consideration",
"alternative_answers": [],
"word_count_check": "1 word (within the 2-word limit)",
"question_focus": "Synonym match - 'more serious attention'",
"why_correct": "The summary says the organisation may give your complaint more ___. The passage explains that mentioning further action may provoke more serious consideration.",
"common_mistake": "Some students write attention, which fits the meaning but is not the passage word. This is a synonym trap.",
"grammar_fit": "The phrase \"give your complaint more\" must be followed by a noun. Consideration fits grammatically.",
"paraphrasing": "Passage: 'provoke more serious consideration' = Summary: 'give your complaint more ___'",
"key_vocabulary": [
"consideration = careful thought",
"provoke = cause"
],
"tips": "If the summary removes adjectives like 'serious', keep the core noun from the passage.",
"passage_reference": "It is worth mentioning that you are considering or have decided to take your complaint to the relevant authorities, sometimes this may provoke more serious consideration of a complaint
3."
},
{
"question": 4,
"correct_answer": "ombudsman",
"alternative_answers": [],
"word_count_check": "1 word (within the 2-word limit)",
"question_focus": "Specific noun - who handles complaints",
"why_correct": "The passage says the Citizens Advice Bureau can advise you about the independent ombudsman. The summary shortens this to which ___ to take your complaint to.",
"common_mistake": "Students may write authority, but the passage is more specific. This is a context shift trap.",
"grammar_fit": "The gap needs a singular noun referring to a person or body. Ombudsman fits.",
"paraphrasing": "Passage: 'independent ombudsman' = Summary: 'which ___ to take your complaint to'",
"key_vocabulary": [
"ombudsman = official who investigates complaints"
],
"tips": "When a role or title is named in the passage, copy it exactly.",
"passage_reference": "Ask the institution which is the relevant independent ombudsman to whom you can take your complaint."
},
{
"question": 5,
"correct_answer": "time consuming",
"alternative_answers": [],
"word_count_check": "2 words (within the 2-word limit)",
"question_focus": "Exact phrase match",
"why_correct": "The summary asks about the problem with Small Claims courts. The passage clearly says they are inexpensive but time consuming.",
"common_mistake": "Some students write slow or long, which changes the wording. This is a synonym trap.",
"grammar_fit": "The gap follows \"can be\" so it needs an adjective phrase. Time consuming fits.",
"paraphrasing": "Passage: 'inexpensive but time consuming' = Summary: 'can be ___'",
"key_vocabulary": [
"time consuming = takes a long time"
],
"tips": "Hyphenation does not matter here, but spelling does. Copy carefully.",
"passage_reference": "Small claims court proceedings are inexpensive but time consuming and arbitration is available"
},
{
"question": 6,
"correct_answer": "the originals",
"alternative_answers": [],
"word_count_check": "2 words (within the 2-word limit)",
"question_focus": "Negative instruction - what not to present",
"why_correct": "The passage says to present copies and keep the originals yourself. So if asked to show evidence, you should never present the originals.",
"common_mistake": "Students sometimes write copies, which is the opposite meaning. This is a reverse meaning trap.",
"grammar_fit": "The gap follows \"never present\" so it needs a noun phrase. The originals fits.",
"paraphrasing": "Passage: 'present copies and keep the originals' = Summary: 'never present ___'",
"key_vocabulary": [
"originals = first documents",
"retain = keep"
],
"tips": "Watch for negatives like 'never'. They often reverse the wording.",
"passage_reference": "If you are asked to present these at any stage then present copies and keep the originals yourself.
•Stay Calm."
},
{
"question": 7,
"correct_answer": "praise",
"alternative_answers": [],
"word_count_check": "1 word (within the 2-word limit)",
"question_focus": "Direct match - final advice",
"why_correct": "The passage ends by advising people to give praise when it is deserved. This matches the summary exactly.",
"common_mistake": "Students may write thanks or feedback, which are similar ideas but not used in the passage. This is a synonym trap.",
"grammar_fit": "The gap follows \"some\" so it needs an uncountable noun. Praise fits.",
"paraphrasing": "Passage: 'Praise where praise is deserved' = Summary: 'give the organisation some ___'",
"key_vocabulary": [
"praise = say good things"
],
"tips": "For final gaps, look at the last bullet points of the passage.",
"passage_reference": "•Praise where praise is deserved. Organisations welcome complaints but most certainly praise too"
}
],
"general_tips": [
"Summary completion questions follow passage order. Use the previous answer to find the next one.",
"Always copy the exact word or phrase from the passage. Do not use your own synonym.",
"Check grammar around the gap. Articles like 'the' or verbs like 'be' give strong clues.",
"Watch negatives such as 'never'. They often reverse the meaning."]
}

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