Complaining and Apologizing — English Bac STM

Dans le programme du Bac STM

English carries a coefficient of 2 in the Bac Sciences et Technologies Mécaniques (STM) stream. The core subjects are Mathematics and Engineering Sciences (coefficient 7 each), then Physics-Chemistry (coefficient 5). English and Philosophy (coefficient 2) form the margin where candidate rankings and honours are settled. Mastering the structure of a piece of writing matters more here than memorising it.

À l'épreuve

Three parts: Reading Comprehension, Language, and Writing (about 180 words). Reading technical drawings and function diagrams builds the same skill an essay needs: breaking an argument into parts and rebuilding it as a coherent plan.

Objectifs d'apprentissage

Produce this function at the right register in a dialogue-completion task on the Bac STM English paper (coefficient 2)
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

Notions clés

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.

Erreurs fréquentes

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

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.

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.

Exemple corrigé

Énoncé

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

Correction

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.”

Le cours, puis l'entraînement.

Orka génère des exercices illimités et des examens blancs corrigés sur tout le programme de Anglais du Bac STM, avec un suivi de ta progression chapitre par chapitre.

Continue gratuitement sur Orka

3 exercices pour t'entraîner

Exercice 1

Easy

Choose the apology phrase suited to a formal register: (My bad / I do apologize / Oops, sorry)

Voir la correction

I do apologize — the only phrase suited to a formal, written or professional register.

Exercice 2

Medium

Complete the complaint phrase: “I'm afraid I ___ a complaint to make regarding the quality of the product.” (have / make / do)

Voir la correction

have — the fixed expression is “to have a complaint to make”.

Exercice 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.

Voir la correction

“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.

Va plus loin sur ce chapitre

50+ exercices interactifs sur ce chapitre

Générés et corrigés étape par étape par l’IA, à ton niveau.

Connexion requise

Quiz IA adaptatif

Questions qui s’ajustent automatiquement à tes réussites et erreurs.

Connexion requise

Corrigés d’annales sur ce chapitre

Sujets d’examens nationaux et régionaux déjà tombés.

Connexion requise

Plan de révision personnalisé

Priorise ce chapitre selon ta progression réelle sur toute la filière.

Premium

Flashcards du chapitre

Formules et définitions clés en mode révision rapide.

Premium

Tuteur IA en Darija

Pose tes questions sur ce chapitre et obtiens une explication immédiate.

Premium

Questions fréquentes

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.

English is far from my mechanical specialism — how do I approach it?

Treat it as a system with inputs and outputs: the input is a prompt, the processing is analysis then discussion, the output is a conclusion that settles the question. Learn that flow, apply it to the 31 chapters with two examples each, and one weekly session is enough to raise the mark.

Why learn a spoken function for a written Bac STM 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.