B2 Beruf Reading and Writing:
Responding to a complaint

The Deutscher Test für den Beruf B2 (DTB B2) tests professional language competence at a high level. In the subtest Reading and Writing there are several tasks that require a particular skill: professional mediation.

You receive two texts: a customer complaint and an internal email from your supervisor with specific instructions. Your task is to write a formal reply email to the customer in which you implement all the points from the supervisor's instructions.

This is not a creative essay or a free expression of opinion. It is a matter of professional action competence: factual, polite, solution-oriented – exactly as expected in everyday working life.

What does the customer complaint contain?

The customer describes a concrete problem: a delayed delivery, defective goods, poor service or similar. They expect a solution and frequently compensation as well. Important: from the complaint you take only the customer's name and the description of the problem – nothing more.

What does the supervisor's instructions contain?

The supervisor forwards the complaint to you and gives you precise instructions: apologise, explain the cause, offer a concrete solution, inform the customer of the discount, etc. All of these points must be included in your letter.

The reply letter is assessed according to four official criteria. The maximum score is 7 points. The minimum score to pass is 5 out of 7 points.

The calculation is simple: 3 + 1 + 1 + 2 = 7 points. This total is always fixed – never 6, never 8.

Criterion I is the most important

With 3 out of 7 possible points, communicative task fulfilment is the decisive criterion. This is where most candidates lose the most points – because they do not implement all of the supervisor's instructions or use the wrong tone.

Assessment scale for Criterion I:

• B2 (3 points): All instructions fully and appropriately implemented, correct degree of formality, salutation and closing present.
• B1 (2 points): Instructions mostly implemented, minor shortcomings in scope or tone.
• A2 (1 point): Instructions only partially implemented or tone not consistently appropriate.
• A1 (0 points): Task barely fulfilled, essential instructions missing.

Criterion IV: the even distribution rule

B2-typical expressions must be distributed evenly throughout the entire text – not only in the middle section. If only one paragraph contains B2 features, a maximum of 1 point can be awarded.

The greatest advantage when writing a complaint reply letter is: you do not have to start from scratch every time. A well-developed template contains fixed parts that you always reuse, and only 4 variable slots that you take from the task texts.

🔸 BEGINNING – fixed, always the same

The subject line and the opening are always identical. You only change the addressee's name and the problem in one sentence:

Subject: Your complaint – our response

Dear Ms/Mr [NAME FROM THE COMPLAINT],

on behalf of the company I apologise for this
inconvenience. We very much regret that
[WHAT WENT WRONG – 1 sentence from the complaint].

🔸 MIDDLE – according to the supervisor's instructions

The middle consists of two paragraphs. Paragraph 2 explains the cause and contains a reassurance. Paragraph 3 contains the concrete solution and an additional note:

Nach eingehender Prüfung des Sachverhalts möchten wir Ihnen
mitteilen, dass [CAUSE – from supervisor's instructions].
Wir bitten um Ihr Verständnis und versichern Ihnen,
dass [MEASURE].

Im Rahmen einer Kulanzregelung bieten wir Ihnen an,
[CONCRETE MEASURE – from supervisor's instructions].
Hinsichtlich [DETAIL] möchten wir darauf hinweisen,
dass [INFORMATION – from supervisor's instructions].

🔸 END – fixed, always the same

The closing is always identical – it must be learnt by heart:

Für weitere Rückfragen stehen wir Ihnen jederzeit gern zur
Verfügung und freuen uns auf eine weiterhin erfolgreiche
Zusammenarbeit.

Mit freundlichen Grüßen
[Your name]
[Position]

The 4 variable slots at a glance

The exam sheet for the reply letter has exactly 15 lines. This corresponds to approximately 150 words. Many candidates write too much – and this harms them in several ways.

• A text that is too long physically does not fit on the sheet – the remainder is not assessed.
• Long sentences increase the risk of grammatical errors.
• Repetitions and filler words lower the linguistic level, not the other way around.
• A precise, structured letter demonstrates higher competence than a long, unclear one.

The universal template is constructed in such a way that it fits exactly into 15 lines – with the 4 variable slots filled in. This is not coincidental, but the result of many test runs.

On the internet you will find hundreds of different set phrases for German business letters. This is initially helpful – but becomes a problem on the day of the exam. If you know too many different phrases, uncertainty and loss of time arise: which one do I use now? Does this fit here? Have I already used this?

Mandatory features – these 6 phrases must appear in every letter

These expressions are a fixed component of the universal template. They ensure that B2 vocabulary is distributed evenly across all paragraphs:

• Nach eingehender Prüfung des Sachverhalts – after careful examination of the situation
• möchten wir Ihnen mitteilen, dass – we would like to inform you that
• Wir bitten um Ihr Verständnis – we ask for your understanding
• Im Rahmen einer Kulanzregelung – as a goodwill gesture on our part
• Hinsichtlich … möchten wir darauf hinweisen, dass – regarding … we would like to point out that
• freuen uns auf eine weiterhin erfolgreiche Zusammenarbeit – we look forward to our continued successful collaboration

Additional expressions – use at least 2

These phrases raise the linguistic level of your letter and help to fulfil Criterion IV with confidence:

• zurückzuführen ist / sind – is / are the result of
• versichern Ihnen – we assure you
• umgehend – immediately, without delay
• fachgerecht – professionally, properly
• Preisnachlass gewähren – to grant a discount
• Maßnahmen einleiten – to initiate measures
• sorgfältig prüfen – to examine thoroughly
• Kontrollmaßnahmen einleiten – to introduce control measures
• zeitnah – promptly, soon
• verbindlich – bindingly confirmed, guaranteed

Important: there are no mandatory phrases in the literal sense. Every formal, professionally typical B2 formulation counts – regardless of whether it appears on this list. What is assessed is the linguistic level, not the exact phrase.

Before you hand in the exam sheet, go through these points. A letter that fulfils all criteria receives 7 out of 7 points – regardless of the topic.

• ☑ Is the subject line present? (Your complaint – our response)
• ☑ Is the salutation with the correct name of the customer present?
• ☑ Are all points from the supervisor's instructions implemented?
• ☑ Is a concrete solution mentioned – no general platitudes?
• ☑ Are the 6 mandatory features distributed evenly throughout the text?
• ☑ Is the closing formula with name and position present?
• ☑ Is it no more than 150 words?
• ☑ Are all sentences complete – no subordinate clause without a main clause?

Advantages of training with the AI examiner

Many candidates write practice letters at home – but without feedback they do not know whether their letter is good or not. This is exactly where the AI examiner on deutsch-vorbereitung.com comes in:

• Instant feedback: you see immediately how many points your letter receives according to all 4 criteria – without having to wait for a teacher.
• Objective assessment: the system tests exactly what a real DTB B2 examiner assesses: task fulfilment, design, correctness and range.
• Concrete suggestions for improvement: the AI examiner not only explains the score, but shows precisely what is missing and how you can improve it.
• Unlimited practice: you can write one and the same task multiple times, improve the letter and see the progress immediately.
• Training without stress: you learn from mistakes in a calm environment – not only in the real exam room.
• Confidence on the day of the exam: if you have written 20–30 letters and received 7/7 each time, you enter the exam room with the finished template in your head – and without panic.