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اللغة الإنجليزية · Bac Sciences Humaines · المعامل 3

Complaining and Apologizing — English Bac Sciences Humaines

This communicative function turns up in the Bac Sciences Humaines English paper's dialogue-completion and short writing tasks (coefficient 3). A damaged parcel, poor service, a missed appointment: knowing how to complain without aggression and how to apologize sincerely are two mirror-image functions, tested together because each answers the other.

راجعه Équipe Orka · 30 غشت 2026

ضمن برنامج بكالوريا Sciences Humaines

English carries a coefficient of 3 in the Bac Sciences Humaines stream — level with Arabic Language, just behind History-Geography, Philosophy and French (coefficient 4). It is a genuine average-mover, and the humanities focus of the stream makes its themes on society, citizenship, culture and development especially familiar territory.

في الامتحان

Three parts: Reading Comprehension, Language, and Writing (a guided text of about 180 words, longer at the top of the mark range). Sciences Humaines candidates, used to handling ideas and social questions, can bring real substance to essay prompts on culture, citizenship and development — the discipline needed is to keep the writing in clear, accurate English.

أهداف التعلم

  • Produce this function at the right register in a dialogue-completion task on the Bac Sciences Humaines English paper (coefficient 3)
  • Make a polite but firm complaint: I'm afraid I have a complaint to make / I'm not satisfied with…
  • Structure a formal letter of complaint: subject, facts, damage, request for redress
  • Apologize at the right register: I do apologize / I'm terribly sorry for the inconvenience
  • Distinguish a constructive complaint (which proposes a solution) from a mere criticism

المفاهيم الأساسية

Complaining politely

I'm afraid I have a complaint to make / I'm writing to express my dissatisfaction with… / I'm not satisfied with… The register stays polite even when the reason is legitimate: describe the facts before judging.

The formal letter of complaint

Typical structure: (1) the subject of the letter, (2) precise, dated facts, (3) the damage suffered, (4) a request for redress (refund, replacement, apology) and (5) a firm but courteous closing (I look forward to a prompt resolution).

Apologizing

I do apologize for… / I'm terribly / really sorry for the inconvenience / Please accept my apologies. A full apology acknowledges the problem, takes responsibility for it and, where possible, offers redress.

الأخطاء الشائعة

1

Writing a letter of complaint in an aggressive tone (You never…!): the expected formal register stays firm but courteous, even with real dissatisfaction.

2

Leaving out the request for redress at the end of the letter: a complaint with no precise request (refund, replacement) looks incomplete to the examiner.

3

Confusing I'm sorry (an apology or sympathy, depending on context) with I apologize (a formal apology only): “I'm sorry for your loss” is sympathy, not an apology.

مثال محلول

نص السؤال

Write the opening sentence of a formal letter of complaint about a parcel that arrived damaged.

التصحيح

Identify the register. A formal letter of complaint needs a direct but polite opening, with no over-familiar greeting.
Name the subject clearly. State the reason for the letter (the damaged parcel) in the first sentence rather than circling the topic.
Result. “I am writing to express my dissatisfaction with a parcel I received on 12 March, which arrived severely damaged.”

افهم الدرس، ثم تدرب.

ينشئ Orka تمارين غير محدودة وامتحانات تجريبية مصححة تغطي برنامج اللغة الإنجليزية في بكالوريا Sciences Humaines، مع تتبع تقدمك درساً بعد درس.

تابع مجاناً مع Orka

3 تمارين للتدرب

التمرين 1

Easy
Choose the apology phrase suited to a formal register: (My bad / I do apologize / Oops, sorry)
عرض التصحيح
I do apologize — the only phrase suited to a formal, written or professional register.

التمرين 2

Medium
Complete the complaint phrase: “I'm afraid I ___ a complaint to make regarding the quality of the product.” (have / make / do)
عرض التصحيح
have — the fixed expression is “to have a complaint to make”.

التمرين 3

Hard
Write a two-sentence reply from a company customer-service agent: acknowledge the customer's complaint about a late delivery and offer redress.
عرض التصحيح
“Please accept my apologies for the delay in delivering your order; I fully understand how inconvenient this has been. As a gesture of goodwill, we will refund the delivery charge and dispatch your parcel by express service today.” — it acknowledges the problem, takes responsibility and offers concrete redress.

تعمق أكثر في هذا الدرس

الأسئلة الشائعة

What must a formal letter of complaint always contain?

A clear statement of the subject, the precise and dated facts, the inconvenience or damage suffered, and an explicit request for redress (refund, replacement, apology) — plus a firm but courteous closing.

Is “I'm sorry” always an apology?

No: “I'm sorry” can express sympathy rather than apology (“I'm sorry to hear that”). For a genuine apology in a formal context, prefer “I apologize” or “Please accept my apologies”.

How do I keep a complaint firm without sounding rude?

State facts, not accusations (“the parcel arrived damaged”, not “you destroyed my parcel”), use modal softeners (I'm afraid, I would appreciate), and end with a clear, reasonable request rather than a threat.

How much English revision does a coefficient-3 subject deserve in my stream?

A regular slot, not an afterthought. Fix each chapter's rule or vocabulary with two examples, write a short essay every week, and use the society themes — where your stream gives you ideas — as your strongest material. Keep a reusable introduction and conclusion, and check accuracy as you go.

Why learn a spoken function for a written Bac Sciences Humaines exam?

Because it is tested in writing: dialogue-completion tasks ask for exactly these phrases at the right level of politeness. Keeping two or three set expressions per function, sorted by register, covers the task reliably.