Business English: Apologies and Complaints
Apologies and complaints is the B2 high-stakes business-writing skill. The worksheet covers two parallel genres: writing apology letters/emails (acknowledging the issue, expressing regret, explaining without excusing, offering remedy, committing to prevention) and writing complaint letters/emails (stating the issue, providing evidence, expressing impact, requesting remedy, expecting next steps). Learners build the controlled-firmness register that distinguishes professional from emotional correspondence.
This worksheet builds B2 fluency with apology and complaint writing.
Worksheet preview
What’s inside:
- Phrase banks for both apology and complaint structures
- Sample apology and complaint texts with annotated features
- Rewriting task: convert defensive apologies into accountable ones
- Tone-calibration task: balance firmness with diplomacy in complaints
- Full Answer Key plus Teacher Notes
Common challenges: Apology authenticity at B2 — I’m sorry if you felt offended is defensive; I’m sorry that I caused this issue is accountable. Complaint clarity: specific evidence (dates, amounts, references) beats vague frustration. Both genres need clear next-step requests.
For: Adult and teenage learners (14+) at CEFR B2, in upper-intermediate classes, 1:1 lessons, or self-study — particularly professionals. Maps onto BEC Vantage and C1 Advanced (CAE) Writing. Part of the Business Writing collection — the natural next step is Writing a Report.
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