怎样写好投诉信

吴安运

◎文体概述

投诉信是对产品或服务表示不满的信件。当自己的正常生活受到打扰、自己的利益受到侵害时，我们可以用投诉信来表达不满并提出批评。投诉信的共同点就是希望收信人解决问题，所以信中需要提出解决方案。考试时，如果题目中没有给出解决方案，那么就要根据投诉内容提出自己的解决方案。

1.首段：說明所要投诉的问题，尽可能做到客观礼貌，给收信人留下好印象。

2.主体段落：写明投诉的原因、问题的经过及产生的后果。

3.结尾段：提出解决的方案。结尾段应体现书信的礼貌原则，可以用“如果你能……，我将十分感激！”等表达方式。

投诉信一般分为四个部分：①自我介绍;②投诉的内容;③投诉的原因;④阐明本人期待的解决方案。

注意：投诉信的重点是说明投诉的原因，叙事应客观、准确、简洁。最后提出的解决方案应切实可行。在表达自己的不满时要把握分寸，不失风度。同时，在描述问题时尽量采用被动句式，这样能够使描述更加客观。

写作模板

Dear ，

My name is/Im （自我介绍）， I feel bad to trouble you but I am afraid that I have to make a complaint about （投诉的内容）.

（简述导致矛盾的事件）. I （表达本人曾做过的努力）. But （投诉原因一）. Besides， （投诉原因二）. To be frank， （客观的评论，以示诚恳）. To make up for it， I suggest （阐明本人期待的解决方案）. I sincerely hope you can better your service and that mistake wont arise again in the future.

I am really annoyed about it. I believe you will take my complaints seriously. Looking forward to your early reply.

Yours sincerely，

Li Hua

模板范文

Dear Manager，

Im Li Hua， one of your hotels customers. Im writing to complain about your unsatisfying service.

During my stay at your hotel from Jan. 28 to 30， the service in your hotel left much to be desired. To begin with， my suitcases broken after they were carried to my room by one of your porters. Besides， water was leaking out of the toilet in the bathroom. Worse still， the noise from the bar downstairs went on so late into the night each night that I couldnt get good rest. Im disappointed with your service， and I hope you can better your service in case the same matter arises in the future.

Im really annoyed about it. I believe you will take my complaints seriously. Looking forward to your early reply.

Yours sincerely，

Li Hua

◎经典句型

篇首句：介绍自己，说明写作目的——投诉。

Im Li Hua. I feel bad to trouble you but Im afraid that I have to make a complaint about your restaurant. 我是李华，很抱歉给你添麻烦。但是，恐怕我不得不对你们餐馆进行投诉。

Im writing to you to complain about... 我写信是想投诉……

I want to express my dissatisfaction about the woolen scarf I bought from your company. 我想要表达我对从你们公司买的羊毛围巾的不满。

篇中句：说明投诉问题、后果，并提出合理建议。

In the first place， the food is too salty and the water isnt served in time. In addition， the music you broadcast is too noisy. Under these circumstances， I find it hard to sit here having dinner quietly. 首先，食物太咸，水没有及时供应。而且，你们播放的音乐太吵了。在这样的环境下，我很难安静地坐在这里吃晚饭。

While I was on holiday in Hong Kong about a week ago， I bought a green shirt for 300 HK dollars in your shop， but there seems to be something wrong with it. When its washed， it fades in colour. Now I cant wear it. 大概一周前我在香港度假的时候，我在你们店里花了300港币买了一件绿色衬衫，但它现在看上去似乎有一些状况。当它被洗的时候，它会掉色。现在我不能穿了。

It arrived on time the day before yesterday. But when I checked it， I found a hole in the middle. I was astonished because the hole was obvious and I didnt think you should neglect this deficiency. 它是前天按时到的。但是当我检查时，我发现中间有个洞。我很震惊，因为这个洞很明显，我认为你们不应该忽略这个瑕疵。

I have dialled your service number for several times but it was always busy. 我曾多次撥打你们的服务电话，但它总是占线。

Now this problem keeps worrying me. 现在这个问题一直在困扰我。

To improve the situation， you can take the following measures. 为了改善状况，你们可以采取以下措施。

Can you change a new one for me as soon as possible？ 你们可以尽快给我换件新的吗？

I insist you change a new one for me or give me a refund. 我坚持你们给我换件新的或者给我退款。

How shall I send this scarf back to you？ 我怎么把这条围巾寄还给你？

篇尾句：希望给予考虑，并期待对方尽快回复。

Thanks for your consideration. 感谢你的考虑。

I hope you will give due attention to this matter. 我希望你能给予此事应有的重视。

I believe you will take my complaint seriously. 我相信你会认真对待我的投诉。

Ill appreciate it if my demand is met. 如果我的要求得到满足，我会非常感激。

Im looking forward to your early reply. 我期待你早日答复。

◎高考典例

（2019届安徽省重点高中第二次联考）假定你是李华，请你以自己网上购书所遇到的不愉快经历，向中国某家英文报纸生活栏目写一封投诉信。要点如下：

1.所购书中有破损、缺页现象;

2.一些书籍价格比实体书店还要贵。

注意：

1.词数100左右;

2.可以适当增加细节，以使行文连贯;

3.开头和结尾已给出，不计入总词数。

Dear Sir or Madame，

I am a middle school student. I am writing to express my dissatisfaction and disappointment about the unpleasant experience

I would be grateful if you could take my opinion into consideration.

Yours sincerely，

Li Hua

【试题解读】

1.审题立意

该篇书面表达的命题属于投诉信（Letter of Complaint）。作为消费者，在人们的生活中经常会遇到一些令人伤脑筋的事情，比如消费利益受损、正常生活和工作受到干扰等，写封投诉信不仅可以寻求一个解决问题的办法还能引起公众对此类问题的关注。投诉信一般有以下几种类型：一种是向对方相关部门直接投诉，提出所希望的赔偿以及补救方式;还有一种是向上级主管部门提出投诉，期望对方行使管理监督职能;也有一种是向媒体曝光一些不良商家的商品或服务，希望引起公众的关注。

一封投诉信通常包括以下几个方面的内容：

首先进行简单的自我介绍;然后总体说明投诉的原因并表示遗憾;接下来分两到三点实事求是地阐述问题发生的经过;再指出问题产生的后果;最后提出批评及处理的意见或敦促对方采取措施，比如提出所希望的赔偿以及补救方式，最好设定解决问题的最后期限。

2.写作要点

（1）简短的寒暄和导入;

（2）简要说明投诉的问题;

（3）描述事情发生的具体过程与相关细节;

（4）描述这件事情给自己带来的不便与困扰;

（5）期待获得对方的关注及帮助;

（6）提出一個可行的解决方案，比如所希望的赔偿或者其他补救方式。

3.注意事项

（1）注意写投诉信时要用事实和证据说话，态度礼貌，语气冷静，不搞人身攻击。

（2）注意阐述问题发生的经过时要实事求是，不要夸大其词。

（3）在描述问题时尽量采用被动句式，这样能使描述更加客观合理。

【佳作赏析1】

Dear Sir or Madame，

I am a middle school student. I am writing to express my dissatisfaction and disappointment about the unpleasant experience.

The reason for my dissatisfaction is about the quality of the books that I ordered on the Internet last week①. They are best⁃sellers by my favorite author. Unfortunately②， when they arrived， quite a few pages were found missing and badly damaged③， greatly affecting my understanding of the book④. In addition， the price is higher than that in our local bookstores. Under these circumstances⑤， I wanted to exchange them for new ones or declare a refund⑥. However， I havent received any reply up till now. I wonder if it is possible for you to suggest a solution.

I would be grateful if you could take my opinion into consideration.

Yours sincerely，

Li Hua

亮点分析：本篇习作开头便给了读者很强的“视觉冲击力”。文章一开头便给了阅卷老师好感，这是考场作文之道的首要之道;在语言的表达上，选词新颖，文字简练，时态把握准确，同时运用了定语从句、主语从句、非谓语等较好的句式或短语使文章层次分明;从内容上看文章充实而丰富，思路清晰，而且详略得当，有的要点详细叙述，有些内容简略带过，这使得整体阐述连贯而富于变化。不愧是一篇优秀习作。

①此处用一个句子交代清楚了投诉主题，从总体上概括了事情发生的时间、地点及其原因。

小贴士 此句还可以这样表达：

The reason why I complain is that Im dissatisfied with the quality of the books that I ordered on the Internet last week.

②此句Unfortunately的使用非常生动形象地刻画出了作为消费者对所购商品失望的心情。

③该处在描述问题时采用被动句式，使描述客观合理，显示了投诉人实事求是的态度。

④现在分词短语做结果状语在英语语法中属于较难掌握的语法结构，此处用得漂亮得体。

⑤高级词汇circumstances的出现更加给阅卷老师留下了好印象。

⑥此处exchange them for new ones 和 declare a refund两个短语言简意赅，没有废话。

【佳作赏析2】

Dear Sir or Madame，

I am a middle school student. I am writing to express my dissatisfaction and disappointment about the unpleasant experience.

Two weeks ago， I bought several textbooks on the Internet. When I got the books， problems have emerged. For one thing， the quality was far from satisfactory①， because therere so many broken and missing pages; for another， the books were overpriced. I learned from one of my classmates that I could had more discounts if I had bought the same books in the bookstore②.

I am writing this letter to share what I experienced with more people and I also want to arouse the publics awareness③. Its urgent for government to impose some relevant laws to regulate this market④.

I would be grateful if you could take my opinion into consideration.

Yours sincerely，

Li Hua

亮点分析：本文的结构十分明晰，主体部分分为两段，前一段描述个人经历，后一段将个人损失上升到引起公众对一个社会问题的关注的高度上。在句式使用上，用法多样，熟练而准确，其中虚拟语气的运用十分出彩。 更难能可贵的是作者审视话题准确，确定主题有深度，巧妙地运用主题、有自己的独特认识和见解，能将视野由个人损失投向社会，呼吁公众的关注。

①此处the quality was far from satisfactory是一个语言非常地道的概括性句子，为下文的叙述做好铺垫。

②和过去的事实相反的虚拟条件句的运用很巧妙地暴露出商家的问题和消费者的损失。

③此句在内容上将个人损失上升到引起公众对一个社会问题的关注的高度上。

④此处Its urgent for sb to do 中用It作形式主语，不定式作真正主语的句式不落俗套。

小贴士 此句还可以这样表达：Its high time that government should impose some relevant laws to regulate this market.

●标准范文

Dear Sir or Madame，

I am a middle school student. I am writing to express my dissatisfaction and disappointment about the unpleasant experience when I bought some books from the Internet the other day.

The reason for my dissatisfaction and disappointment is that the books I bought online were contary to my expectation. In the first place， they were poorly printed. In addition， some books are slightly damaged and even some pages are missing. Whats worse， the price of some books is even higher than that in our local Xinhua Bookstores.

To solve these problems， I am writing this letter to you， hoping that my letter will arouse the attention of the public through this media. I am fully confident that they will improve their service with the supervision of the public opinion.

I would be grateful if you could take my opinion into consideration.

Yours sincerely，

Li Hua

◎小試牛刀

假定你是李华，你在上周日乘坐了一辆公交车，但该公交车司机的不文明行为让乘客很愤怒。于是你决定向公交车公司写一封投诉信。要点如下：

1.司机的不文明行为（聊天、紧急刹车、态度粗鲁等）;

2.希望尽快查清此事。

注意：

1.词数100左右;

2.可以适当增加细节，以使行文连贯。

Dear Sir，

I am Li Hua. I am writing to

Yours sincerely，

Li Hua