Passage Reference: Once you have made your complaint, you can expect a full response within ten 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 see ten working days and stop reading. They miss the condition about delays. This is a Qualification trap because the time limit is flexible, not absolute.

Paraphrasing: Passage: 'within ten working days or we will contact you about a delay' = Statement: 'deals with all complaints within ten working days'

Tips: Always check for words like if, may, or will contact you. These often limit or qualify a statement.

Key Vocabulary:

• deal with = handle
• 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 coordinator. They will arrange a review of your complaint.

Why this is correct: The passage says you should contact the customer feedback coordinator, not a senior manager. The senior manager reviews the complaint, but you do not contact them directly.

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

Paraphrasing: Passage: 'contact the customer feedback coordinator' = Statement: 'contact a senior manager'

Tips: In TFNG, pay close attention to roles. Who does the action and who you contact are often different.

Key Vocabulary:

• review = look at again
• coordinator = organiser

Question Focus: Final stage of the complaints process

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.

Why this is correct: The passage clearly calls Stage 3 the final review and response. After this stage, complaints must go outside the organisation.

Common Mistake: Some students think the Ombudsman is another internal stage. This is a Wrong section trap because the Ombudsman is external.

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

Tips: Words like final are strong signals. Underline them when you read.

Key Vocabulary:

• final = last
• undertaken = carried out

Question Focus: Assumption of satisfaction after no response

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: The passage says after any stage, if you do not reply within four weeks, they consider you satisfied. This exactly matches the statement.

Common Mistake: Students sometimes think this applies only after Stage 3. This is a Partial truth trap.

Paraphrasing: Passage: 'after any stage... consider that you have been satisfied' = Statement: 'assumes you are happy at any stage'

Tips: Watch for phrases like any stage. They include all stages, not just one.

Key Vocabulary:

• assume = believe without proof
• satisfied = happy

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: The passage explains that the organisation asks customers how well they think the complaint was handled. It does not say whether customers like the review or think it is good.

Common Mistake: Students assume asking for feedback means it is positive. 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 opinions. If the passage does not evaluate something, the answer is NOT GIVEN.

Key Vocabulary:

• quarterly = every three months
• well-received = liked

Question Focus: Who is invited to the quarterly review

Correct Answer: FALSE

Passage Reference: 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: The passage says they randomly select customers, not all customers. This directly contradicts the statement.

Common Mistake: Students miss randomly selecting and assume everyone is included. This is a Contradiction trap.

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

Tips: Words like all are dangerous. Check carefully if the passage really includes everyone.

Key Vocabulary:

• randomly = by chance
• select = choose

Question Focus: Requirement to complete stages before independent review

Correct Answer: TRUE

Passage Reference: 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: The passage clearly says the independent body will help only after you have been through all of the stages. So you cannot skip stages 1 to 3.

Common Mistake: Students see independent organisation and think it can be used anytime. This is a Reverse meaning trap.

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

Tips: When you see only after, it shows a clear condition. Use it to check TRUE or FALSE.

Key Vocabulary:

• independent = not part of the organisation
• procedure = process

General Tips:

• TFNG questions follow passage order. Use the previous answer to help you find the next one faster.
• For FALSE, you must see a clear contradiction. If the passage is silent, choose NOT GIVEN.
• Be careful with extreme words like all, only, or always. They often signal traps.
• Do not add your own opinions or real world knowledge. Use only what the passage says.