The letter below was drafted by a trainee claims handler in response to a customer complaint. It contains six errors — wrong terminology, inappropriate register, missing professional language, or a legally risky phrase. Read the letter carefully. For each numbered box below, type the incorrect word or phrase exactly as it appears in the letter. If you identify it correctly, a correction option will appear.
Read the email from the claims department. Then answer the questions below.
Dear Mrs Ahmed,
Re: Complaint Reference CP-2026-0892 — Acknowledgement of Complaint
Thank you for contacting us regarding your experience during the handling of your claim, reference CL-2026-4471. I am writing to acknowledge receipt of your complaint and to confirm that it is being investigated as a matter of priority.
I understand that you are dissatisfied for two reasons. Firstly, you feel that the wear and tear deduction applied to your flooring was not explained to you in advance of the decision letter. Secondly, you experienced an unreasonable delay of three weeks during which you received no update on the progress of your claim.
I would like to express our sincere apologies for the lack of communication you experienced. While the decision regarding the deduction was made in accordance with your policy conditions, we recognise that clearer communication at an earlier stage would have been appropriate.
Your complaint has been escalated to our Customer Relations team, who will conduct a full review. We will provide you with a full written response within eight working days. If you remain dissatisfied following our response, you have the right to refer the matter to the Financial Ombudsman Service, which offers a free and independent review.
We value your feedback and are committed to using it to improve our service.
Yours sincerely,
Customer Relations Department
The email uses formal professional language. For each informal phrase below, select its formal equivalent from the email.
The informal version is shown in italics. Choose the correct formal version from the dropdown.
Complete the conversation between the claims handler and Mrs Ahmed. Choose the correct word or phrase for each gap.
The email below was written by a trainee claims handler. It contains six errors — wrong vocabulary, wrong register, or unprofessional phrasing. Read the email carefully. For each of the six numbered boxes below, type the incorrect word or phrase exactly as it appears in the email. If you identify it correctly, a correction option will appear.
Dear Mrs Ahmed,
We got your complaint about your claim and we are looking into it.
You said you were not told about the deduction and that nobody rang you for three weeks. We accept that the delay was our fault and we are sorry about that.
The decision on the deduction was correct and we are not going to change it. However, we understand this is not what you were hoping to hear.
Your case has been passed to a colleague who will look into it. You will get a reply within eight working days.
If you are still not happy after that, you can go to the ombudsman.
Regards,
Claims
There are 6 errors. For each one, type the incorrect word or phrase exactly as it appears in the email above, then click Check. If correct, a correction option will appear.
Listen to the assessor calling Mrs Ahmed to arrange the visit. Then answer the questions below.
Each sentence is from the conversation. One word or phrase is missing. Listen and type it.
| Section | Score | Out of |
|---|---|---|
| 1 – Vocabulary Matching | – | 10 |
| 2 – Reading Comprehension | – | 5 |
| 3 – Language Focus | – | 8 |
| 4 – Conversation Practice | – | 10 |
| 5 – Error Correction | – | 6 |
| 6a – Listening: Comprehension | – | 5 |
| 6b – Listening: Gap Fill | – | 5 |
| Total | – | 49 |
Complete all sections to see your total score.