Describe an occasion when you heard someone complaining about something in a public place (e.g. restaurant or store).

You should say:

• Where and when it happened
• What he/she complained about
• What the result was
• And explain how you felt about the experience

A few months ago, I was at a busy coffee shop in the city center. It was around noon, and the place was packed with people. I noticed a woman standing near the counter, looking very upset. She was complaining loudly to the staff about her order. She had asked for a latte with almond milk, but they gave her regular milk instead. She explained that she was allergic to dairy and couldn’t drink it. The staff apologized and offered to make her a new drink right away. However, she was still angry because she had already waited for 15 minutes. Eventually, the manager came over, apologized again, and gave her the drink for free. He also offered her a voucher for her next visit. The woman calmed down a bit and left with her new drink. I felt a bit uncomfortable watching the situation because the woman was very loud, and everyone in the shop was staring at her. But I also understood her frustration because allergies are serious. It made me realize how important it is for businesses to pay attention to customers’ requests, especially when it comes to health issues.

When answering the IELTS Speaking Part 2 question about someone complaining in a public place, start by setting the scene—mention where and when it happened, like a restaurant last month. Then, explain what the person was complaining about, such as bad service or cold food. Next, describe the result—did the staff fix the problem, or did the person leave unhappy? Finally, share your feelings—were you annoyed, sympathetic, or amused? Keep your answer structured but natural, and use simple words to sound fluent. Practice by timing yourself to fit within 2 minutes!

Part 3 Example Question

1. Why do some companies find it difficult to deal with complaints?

2. How do companies train their staff to deal with complaints?

3. Which one is more effective to make a complaint, writing a letter or talking face to face?

4. On what occasions are people more likely to make complaints?

5. How should companies react to complaints?