Passage Reference: Once you have made your complaint you can expect a full response within 10 working days. If we aren't able to deal with your complaint in full within this time we will contact you to advise you of the delay and to let you know when you can expect a full response.

Common Mistake: Students often choose TRUE because they see "full response within 10 working days" and stop reading. They miss the next sentence that allows delays. This is a Qualification trap.

Paraphrasing: Passage: 'we will contact you to advise you of the delay' = Statement: 'deals with all complaints within 10 working days'

Tips: Always read the sentence after time limits. IELTS often hides exceptions there.

Key Vocabulary:

• full response = complete reply
• advise = inform

Question Focus: Who to contact after Stage 1

Correct Answer: FALSE

Passage Reference: If you are not happy with the outcome from stage 1, contact the customer feedback co-ordinator. They will arrange a review of your complaint. Complaint will be reviewed by an appropriate senior manager.

Why this is correct: This is FALSE because you do not contact a senior manager directly. The passage clearly says you must contact the customer feedback co-ordinator, who then arranges the review.

Common Mistake: Students confuse who reviews the complaint with who you contact. This is a Context shift trap.

Paraphrasing: Passage: 'contact the customer feedback co-ordinator' = Statement: 'contact a senior manager'

Tips: Check carefully whether the statement asks about action by you or action by the organisation.

Key Vocabulary:

• outcome = result
• co-ordinator = organiser

Question Focus: Identifying the final stage

Correct Answer: TRUE

Passage Reference: Our final review and response will be undertaken by the Director or a member of staff acting on the Director's behalf. If the stage 3 review doesn't resolve your complaint and you want to take it further you will need to take it to the Local Government Ombudsman.

Why this is correct: This is TRUE because the passage explicitly calls Stage 3 the final review and response. After this stage, complaints go outside the organisation.

Common Mistake: Some students think the Ombudsman is another internal stage. That misunderstanding leads to NOT GIVEN or FALSE. This is a Wrong section trap.

Paraphrasing: Passage: 'final review and response' = Statement: 'final review stage'

Tips: Words like final are strong signals in TFNG questions. Circle them.

Key Vocabulary:

• final = last
• undertaken = carried out

Question Focus: Assumption of satisfaction

Correct Answer: TRUE

Passage Reference: If after any stage you don't get back to us within four weeks of our response to you we will consider that you have been satisfied with the response you have received.

Why this is correct: This is TRUE because the passage clearly says the organisation will consider you satisfied if you do not reply within four weeks.

Common Mistake: Some students overthink and look for extra conditions. The sentence is direct and clear. Missing this is a Synonym match problem.

Paraphrasing: Passage: 'consider that you have been satisfied' = Statement: 'assumes you are happy'

Tips: When a sentence is very clear and direct, trust it. Do not add extra meaning.

Key Vocabulary:

• consider = think
• satisfied = happy

Question Focus: Who is invited to the quarterly review

Correct Answer: FALSE

Passage Reference: As part of our ongoing improvement activities we will review each quarter by randomly selecting customers who have made a complaint and ask them how well they think we handled their complaint.

Why this is correct: This is FALSE because the organisation selects some customers randomly, not all customers. The word randomly selecting clearly limits who is invited.

Common Mistake: Students ignore quantity words like randomly and customers who have made a complaint. This is a Qualification trap.

Paraphrasing: Passage: 'randomly selecting customers' = Statement: 'all customers'

Tips: Watch for words about quantity like some, all, many, randomly.

Key Vocabulary:

• quarterly = every three months
• randomly = by chance

Question Focus: Order of the complaints process

Correct Answer: TRUE

Passage Reference: You can complain to the Local Government Ombudsman, an independent organisation which will investigate any sort of complaint about the council. But they will only do this after you've been through all of the stages of the council's complaints procedure.

Why this is correct: This is TRUE because the passage clearly states you must complete all stages before going to an independent body. You cannot skip stages 1 to 3.

Common Mistake: Students focus on the word independent and assume it can be used anytime. This is a Reverse meaning trap.

Paraphrasing: Passage: 'only do this after you've been through all of the stages' = Statement: 'can not avoid stages 1-3'

Tips: Pay attention to phrases like only after. They control the whole meaning.

Key Vocabulary:

• independent = not controlled by
• procedure = process

Question Focus: Customer opinions of the quarterly review

Correct Answer: NOT GIVEN

Passage Reference: As part of our ongoing improvement activities we will review each quarter by randomly selecting customers who have made a complaint and ask them how well they think we handled their complaint and whether they have any suggestions on how we could improve our complaints process.

Why this is correct: This is NOT GIVEN because the passage says customers are asked for feedback, but it does not say how customers feel about the review. There is no information about whether it is well-received or not.

Common Mistake: Students assume that asking for feedback means customers like it. That adds opinion not stated in the text. This is a Not Given trap.

Paraphrasing: Passage: 'ask them how well they think we handled their complaint' = Statement: 'well-received by customers'

Tips: Do not add feelings or opinions unless the passage clearly states them.

Key Vocabulary:

• well-received = liked
• feedback = opinions

General Tips:

• TFNG statements follow passage order. Use the location of the previous answer to find the next one faster.
• If you are choosing between FALSE and NOT GIVEN, ask yourself: does the passage clearly say the opposite? If not, choose NOT GIVEN.
• Look carefully at quantity words like all, some, randomly, only. They often decide the answer.
• Do not add your own opinions or real world knowledge. Only use what is written in the passage.