文档内容
05 投诉信
假设你是李华，你在一家商店购得劣质商品，遂与营业员交涉。但该营业员对他态度
粗暴，不予受理，你为此向经理写一封投诉信。
注意：1、词数100左右;2、信的开头和结尾已为你写好，但不计入总词数;3、可适当
增加细节，以使行文连贯。
【参考范文】
May 18, 2020
Dear Manager,
Now I am writing to tell you that I bought a TV set from your shop several days ago. But
when I brought it home and turned it on, I found it didn’t work properly. So I took it back to the
shop and told the assistant what had happened. To my surprise, your assistant didn’t help me to
solve the problem. On the contrary, he shouted at me rudely and refused to examine it.
I know that your shop enjoys a high reputation of good service, so I bought the TV set in
your shop. But today, I am sorry to find that such service should have happened in your shop and
your assistant didn’t seriously think of the interests of customers.
I hope you will look into the matter and give me a reasonable explanation. I am waiting to
know how you will deal with it. Thank you for your consideration and I am expecting an early
reply.
Sincerely yours,
Li Hua
1 . 投诉内容 。一般放在信的开头。常用的表达法有：
I am writing to you about... which I received/bought ...
I am going to complain about ...
I am sorry to have to return with this letter... which I received/bought...
2 . 投诉原因。 一般讲述对商品质量或售后服务不满意的地方。常用的表达法有：When we checked..., we noticed...
When I took... out of the bag and examined... closely, I found...
When I unpacked... and tried to use it, it did not work.
3 . 希望得到的结果 。常用的表达法有：
Please let me know what you intend to do in this matter.
I am returning... under separate post and look forward to receiving a full refund of...
In view of the inconvenience that this has caused, I feel you should...
模板①
Date,
Dear …,
I am writing to complain about…（交代具体的是由及其起因等）
I trust you will take my complaints seriously and... （交代自己的要求）If it is not properly
settled, I would ask you to give back my money, or I would complain to the concerned authorities.
Yours sincerely,
.......（落款签名）
模板②
Date,
Dear …,
I am writing to inform you that I find…（所针对的物件等）unsatisfactory…..（简述事由
及个人的要求等）
I hope you attach importance to this matter, and help settle it as soon as possible.
Yours sincerely,
...（签名）
一、投诉信的具体细节①首段：注意客观礼貌
a. 自我介绍;
b. 引出投诉内容
c. 表明目的要求。
②主体：展开说明投诉原因、具体理由或后果，注意内容充实，符合交际习惯。
a. 详细说明情况，中肯提出问题;
b. 提出改进建议，表明希望如何解决;
c. 拓展题目内容，尤其要强调如何问题不解决所带来的后果。
③尾段：提出解决方案，不用展开，注意公平公正、礼貌原则。
a. 表达强烈愿望，希望上述问题得到迅速恰当的解决;
b. 有时可就问题的解决限定时间;
c. 对有关人员的努力表示感谢;
d. 希望尽快得到满意答复。
二、投诉信的框架
文章的整体框架按照上述标准进行，具体到没一句的把握则如下：
第一部分：提出抱怨并表示遗憾
(1) 很抱歉打扰您，但我必须郑重提出投诉。
I am sorry to trouble you but I am afraid that I have to make a serious complaint.
(2) 我很遗憾地告诉你投诉有关…….的事由。
I am sorry to tell you that there should be cause to complain about …
(3) 我真的很讨厌抱怨，但最近有一件事情确实令人烦心。
I really hate to complain, but one thing is really disturbing now.
（4）I’m writing to bring your attention to the problems I have had with …
第二部分：阐述问题发生的经过
第三部分：指出问题引起的后果
(1) 噪音影响我的睡眠，使得我在上班时间无法集中精力。结果这些天我已经搞错了好几
次
The noise disturbs my sleep so that I can’t concentrate on my work during thework time, and as a
result, I have made several mistakes these days.
(2) 在这样(嘈杂)环境下我无法进行研究，我需要一间安静的房间。
For me this environment is very difficult to make studies and I need a quiet room.
第四部分：提出批评及处理的意见或敦促对方采取措施(1) 我认为是你认识到……的时候了。
I think it’s high time that you realized ….
(2) 我们深知你们并不经常出错，但我们希望能确保这类差错不再发生。
We know that you are not generally careless, but we should like your assurance that this will not
happen again.
(3) 我必须正告贵方，除非对目前状况采取措施，否则我将被迫诉诸法律。
I must warn you that unless you do something about the situation, I will be forced to take legal
action.
(4) 坦率地所，我不再准备忍受这种状况。
Frankly, I am not prepared to put up with the situation any more.
(5) 如果您能尽快调查此事，我将不胜感激。期待您尽快回复。
I would be very grateful if you could look into the matter as soon as possible. And I am looking
forward to an early reply.
(6) I hope you will take steps to rectify（改正） this situation soon.
(7) It is high time you took some measures to solve…
(8) I sincerely hope such things will never take place again.
(9) You must rectify the situation, or I will take it to the court.
(10) If you can’t give me a satisfactory answer, I will complain it to the Consumer Association
假设你是李华，请你就本校图书馆的状况给校长写一封信，内容应涉及图书馆的藏书数
量和更新状况、环境、服务等，可以是表扬，可以是批评建议，也可以兼而有之。
注意：1、词数100左右;2、信的开头和结尾已为你写好，但不计入总词数;3、可适当
增加细节，以使行文连贯。
【参考范文】
January 6th, 2020
Dear Mr. President,
I am writing to express my concern over the Library service on the campus.
As a major in English, I find that most of the books in English in the library are outdated. So
far, I have not come across a single book published after 1995. As a result, we fail to get the latest
information of academic development both at home and abroad. In addition, the light in thereading room is far from bright, which does harm to our eyes. Worse still, there is no air-
conditioning and we are sweating heavily still while reading. Last but not least, the newly
developed electronic information system does not work well and needs further improvement. A
great number of books should have been listed in the system.
There is no denying that the library has helped us a lot. But it is in urgent need of
improvement. When improved, the library is certain to provide much more help with our study.
Thank you for your time. I am looking forward to your reply.
Yours sincerely,
Li Hua
1. 假如你是交流生Jim，收到李华邀请你去听二胡音乐会的来信，你非常高兴，但是你因
故不能同去。请你用英文给他写封道歉信，信中要点包括：
1.表示歉意；
2.说明原因；
3.另约时间。
注意：
1.词数100字左右；
2.可以适当增加细节，以使行文连贯。
Dear Li Hua,
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________
Yours,
Jim2. 假如你是中学生李华，最近在某个购物网站上购买了一双运动鞋，但到货后发现了一些
问题，请给该网站写一封投诉信，投诉信内容如下表：
要点：1.写信目的；
2. 不满之处；
3. 表达期望（重新邮寄或退款）。
注意:1.书信内容包括以上要点；
2.词数80左右（书信格式已给出，不计入总词数）；
3.可适当增加细节，以使行文连贯。
Dear Sir or Madam,
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
Yours,
Lihua
3. 假如你叫李华，最近在某个购物网站上购买了一件夹克，但到货后发现了下列一些问题，
请给该网站写一封投诉信，投诉信内容如下表：
要点：1.投诉内容；
2.要求重新邮寄或退款；
3.询问应由谁承担邮寄费用。
注意:1.书信内容包括以上要点；
2.词数100左右(书信格式已给出，不计入总词数)；
3.可适当增加细节，以使行文连贯。
Dear Sir or Madam,
I’m writing to complain about the jacket which I bought from your website. This morning Ireceived the jacket on time, but
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________
I am looking forward to your early reply.
Yours sincerely,
Li Hua
4. 假设你是李华，最近你在使用某中学生英文报的过程中发现了一些问题。请你用英语给
该报美籍负责人Smith写一封投诉信，内容包括：
1.写信的目的；
2.投诉的问题（有语法与拼写错误、一些阅读材料陈旧、纸张质量不如以前）；
3.希望得到的结果。
注意：1.词数100左右；2.可以适当增加细节，以使行文连贯。
参考词汇：投诉 complain
Dear Mr. Smith,
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_______________________________________________________________________________
_________________________________________________________
Yours,
Li Hua
5. 假定你是牛津中学（Oxford Academy）的交换生李华，近期当地政府拟决定停办你校附
近的公办养老院。请你给当地主管部门写一封投诉信，希望取消该决定。内容包括：
1.陈述面临的问题；2.强调养老院的重要性；
3.提出自己的希望。
注意：1.词数100左右；
2.可以适当增加细节，以使行文连贯。
_______________________________________________________________________________
_______________________________________________________________________________
________________________________
参考答案
1. Dear Li Hua,
I'm pleased to receive your invitation to attend the Erhu concert, for I'm really fond of
Chinese traditional music, especially played on the Erhu. To my regret, I can't go with you. I have
to express my apology to you.
This Saturday evening,I have made an appointment with my Chinese teacher. As you know, I
have some difficulty with written Chinese. He promised to communicate with me, giving some
instructions on how to learn it well. So I'm really sorry for that. Nevertheless, I hear there's
another similar Erhu performance on Sunday. If it's convenient for you, can we make it on Sunday
afternoon?
I believe we' ll have another chance. Have a nice day!
Yours,
Jim
【解析】1.词汇积累（
高兴的：pleased→glad
说出席，参加：attend→take part in
在……上有困难：have some difficulty with→have some trouble with
向某人道歉：express my apology to→apologize to
2.句式拓展
简单句变复合句
原句：He promised to communicate with me, giving some instructions on how to learn it well.
拓展句：He promised to communicate with me, giving some instructions on how we could learn
it well.【亮点表达】[高分句型1] As you know, I have some difficulty with written Chinese. (运用了
as引导的非限制性定语从句)
[高分句型2] He promised to communicate with me, giving some instructions on how to learn it
well. (运用了现在分词作伴随状语)
2. Dear Sir or Madam,
I’m writing to complain about the sports shoes which I bought from your website. This
morning I received the shoes on time, but I regret to say that there’s something wrong with them.
Firstly, I’m pretty sure I asked you to send me a white pair. The moment the mail box arrived,
I couldn’t wait to open it, only to find a red one. To make things worse, I need a 40 size while you
sent me a size 39, which is too small for me. Were I in it, I would get aching feet. And it is of such
bad quality — one of them even gets loose thread.
My concern is whether you will return me the money or have the shoes replaced and I
wonder who will pay the postage.
I am looking forward to your early reply.
Yours,
Lihua
【写作指导】本篇书面表达是一篇应用文，要求考生网站写一封投诉信，投诉信内容如下
表：
要点：1.写信目的；2.不满之处；3.表达期望（重新邮寄或退款）。
【解析】1.词汇积累
购买：buy→purchase
准时：on time→on schedule
担心：concern→worry
替换：replace→substitute for
2.句式拓展
同义句
原句：I’m writing to complain about the sports shoes which I bought from your website.
拓展句：I’m writing to complain about the sports shoes bought from your website.
【亮点表达】[高分句型1]
This morning I received the shoes on time, but I regret to say that there’s something wrong with
them.（运用了that引导宾语从句）[高分句型2]
To make things worse, I need a 40 size while you sent me a size 39, which is too small for me.
（运用了while连接并列句，which引导非限制性定语从句）
3. Dear Sir or Madam,
I'm writing to complain about the jacket which I bought from your website. This morning I
received the jacket on time, but I regret to say that there's something wrong with it.
Firstly, I’m pretty sure I asked you to send me a purple one. The moment the mail box
arrived, I couldn't wait to open it, only to find a red one. To make things worse, I need a size 170-
88A while you sent me a size 175-92B,which is too large for me. Were I in it, I would be a clown.
And it is of such bad quality — the zipper doesn't work at all!
My concern is whether you will return me the money or have the jacket replaced and I
wonder who will pay the postage.
I am looking forward to your early reply.
Yours sincerely,
Li Hua
【解析】体裁：应用文
时态：根据提示，时态应以一般现在时和一般过去时为主
要求：
1.投诉内容；
2.要求重新邮寄或退款；
3.询问应由谁承担邮寄费用。
第二步：列提纲（重点词组）
complain to sb. about sth./ on time/ regret to do sth./ ask sb. to do sth./ return/ refund/ take the
place of/ look forward to/ can’t wait to do sth.
第三步：连词成句
I'm writing to complain to you about the jacket I bought from your website.
This morning I received the jacket on time, but I regret to say that there's something wrong with it.
Firstly, I remembered that I asked you to send me a purple one.
The moment the mail box arrived, I couldn't wait to open it, only to find a red one.
Worse still, I need a size 170-88A while you sent me a size 175-92B, which is too large for me.
Were I in it, I would be a clown.And the quality is not good— the zipper doesn't work at all!
The question is whether you will return me the money or have the jacket replaced and I wonder
who will pay the postage.
I am looking forward to your early reply.
第四步：连句成篇（加入衔接词或从句）
表示并列的连词：and/but/or/so…
状语从句连词：because/ if/ though/ although…
定语从句连词：which/ that/ when/ where…
第五步：修改润色（加入高级词汇或短语）
【亮点表达】范文内容完整，要点全面，语言规范，语篇连贯，词数适当，上下文意思连
贯，符合逻辑关系。作者在范文中使用了一些高级表达，例如：I'm writing to complain
about the jacket which I bought from your website.中which引导定语从句；The moment the
mail box arrived, I couldn't wait to open it, only to find a red one.中the moment引导时间状语从
句；Were I in it, I would be a clown.中使用了虚拟语气的倒装。这些句子的使用让文章色彩
纷呈。
4. Dear Mr. Smith,
I’m writing to complain about some problems with your newspaper.
First of all, there have been spelling and grammatical mistakes in the newspaper, which has
greatly influenced my studying. Even worse than that, some of the reading materials are old so
they are boring for us to read. Also, I’m not satisfied with the paper you are using now, as its
quality is not as good as before. I’ve been a regular user of your newspaper but now I’m
completely disappointed. I really hope you could make some improvements.
Thanks for your consideration. I am looking forward to your early reply.
Yours,
LiHua
【写作指导】本篇书面表达属于应用文写作。要求考生向某中学生英文报美籍负责人
Smith写一封投诉信，投诉该英文报存在的一些问题。
【解析】1.词汇积累
首先：first of all→ initially/firstly
影响：influence → affect
更糟糕的：even worse than that → what’s worse满意的：satisfied→ pleased
2.句式拓展
简单句变复合句
原句：I’m writing to complain about some problems with your newspaper.
拓展句：The reason for my wirting this letter is that I want to complain about some problems
with your newspaper.
【亮点表达】【高分句型1】First of all, there have been spelling and grammatical mistakes in
the newspaper, which has greatly influenced my studying.（运用了which引导的定语从句）
【高分句型2】Also, I’m not satisfied with the paper you are using now, as its quality is not as
good as before.（运用了省略关系代词的定语从句和as引导的原因状语从句）
5. Dear Sir/ Madam,
I’m LI Hua, an exchange student from Oxford Academy. It’s said that a state-run nursing
home near my school is about to be closed.
As is known to all, the nursing home is essential for some old people whose children can’t
spare time to take care of them. Therefore, to stop running it will undoubtedly bring inconvenience
to their lives, doing harm to their mental and physical health.
In a word, I sincerely hope the department concerned can cancel the decision and ensure a
stable living environment for the elderly.
Yours,
Li Hua
【写作指导】本篇书面表达属于应用文写作。要求考生向当地主管部门写一封投诉信，投
诉近期当地政府拟决定停办你校附近的公办养老院，请考生强调养老院的重要性以及自己
的希望。
【解析】1.词汇积累
重要的：essential→ important/significant
照顾：take care of → look after
因此：therefore → thus
总而言之：in a word→ in brief
2.句式拓展
简单句变复合句
原句：Therefore, to stop running it will undoubtedly bring inconvenience to their lives, doingharm to their mental and physical health.
拓展句：Therefore, to stop running it will undoubtedly bring inconvenience to their lives, which
does harm to their mental and physical health.
【亮点表达】[高分句型1]It’s said that a state-run nursing home near my school is about to be
closed.（运用了that引导的主语从句）
[高分句型2]As is known to all, the nursing home is essential for some old people whose children
can’t spare time to take care of them.（运用了as引导的定语从句以及whose引导的定语从
句）
