Telc B2 writing a complaint

Information on Preparing for the Complaint Task in the B2 Beruf Exam

The Role of the Task in the Written Module

In the written module, you may encounter a scenario where you are required to write a formal letter of complaint. Examiners want to see whether you can respond to a problem in a professional, solution-oriented, and polite manner. This type of task reflects real-life demands in the workplace, where clarity, structure, and realistic communication goals are essential.

Typical Procedure During the Exam

• You receive a short notice or advertisement, often involving a reason for complaint (e.g. damaged product, delayed course start).
• Based on this input, you have 30 minutes to write a structured text including introduction, description of the problem, expectations, proposed solution, and closing.
• The required length is usually 160–200 words.

Common Topic Areas

• Faulty services (hotel stay, language course, delivery)
• Technical defect in an online-purchased device
• Violation of course times or contract terms
• Inadequate customer support

Step-by-Step Framework

1. Salutation – Dear Sir or Madam / Specific contact name
2. Reference – Mention invoice, booking number, or date
3. Clarifying the problem – What happened, when, with what consequences?
4. Expectation – Refund, replacement, rescheduling …
5. Deadline – Request a reply by …
6. Polite closing – Thank you in advance …
7. Closing phrase – Yours sincerely + name

Useful Phrases That Earn Points

• I am writing to express my dissatisfaction with …
• Unfortunately, I had to find out that …
• I kindly ask you to …
• I would appreciate a prompt response.

Expert Tip from Olena

Olena, the founder of this learning platform, develops all training materials together with experienced German teachers and licensed telc examiners from Germany, Austria, and Ukraine. Her advice: “Use the structure above as a planning tool, but write freely. Examiners can immediately tell when a letter sounds too memorized.” She also recommends reading real customer complaints on review portals to get a feeling for tone and wording.

Additional Expert Opinions

• Dr. Klaus Fuchs (telc examiner): A concrete expectation (“I kindly ask for a refund within ten days”) is usually rated higher than a vague request.
• Martina Santos (business coach): Proposing a realistic solution in the body of your letter signals professionalism – this is just as valuable in the workplace as in the exam.

Course Participant Feedback

• “The checklist helped me stay on topic while writing.” – Amir, project assistant
• “Role plays allowed me to practice polite but clear expressions.” – Petra, customer service representative

Practical Exercise for Your Preparation

Choose three current news articles about customer service issues. Write one short complaint letter per case within 25 minutes, then compare your version to a corrected sample. This way, you can improve your writing speed, vocabulary, and exam technique at the same time.

A convincing complaint letter is not about emotions, but about clear facts, appropriate tone, and realistic expectations. Combining these elements will help you meet the criteria of the telc B2 assessment and earn valuable points in the written module.