投诉信是写信人对产品或服务表示不满的信件。
【结构要点】
书信的主体部分一般包括三部分：
1.说明自己投诉的事件。
2.详述具体的情况，可以是不愉快的事情发生的过程，也可以是造成的不良后果。
3.提出解决的方法，明确指出希望对方所做的事情，并表示感谢。
【注意事项】
1.描述事实应客观、准确、简洁。
2.写信时应冷静，对收信人要礼貌、不失风度，即使收信人就是直接责任人也应如此。
3.明确表达解决问题的方式和期待的心情，这是非常重要的。
Directions: Suppose that you ordered a refrigerator but later found a worrying problem.Write a letter of complaint to describe the matter and require settlement.Do not sign your own name at the end of your letter, using“Michael Walton”instead.
【经典范文】
Oct.18th, 2004
Dear Sir,
I am happy that the refrigerator we ordered last week has arrived on time.But it is a great pity that we find there is something wrong with the refrigeration facilities.
After we used it for several days, we found that food stored in the refrigerating compartment turned bad quickly.When we finally decided to take the temperature in it, we were surprised to find it was around 15℃, far from the standard temperature range from 0℃ to 9℃.
This problem has affected our normal life.Would you please let me know whether or not you can send a repairman as soon as possible? I hope that my problem will get your kind consideration.
Yours faithfully,
Michael Walton
【文章点评】
这封投诉信的结构极其清晰。首段简述所定购的冰箱出了问题。次段详细说明具体的问题。第三段首句说明了该问题的后果。次句向对方提出明确的要求。末句表达了自己希望该问题尽快得到解决的意愿。
首段首句相当礼貌，肯定了对方按时送货上门的做法。次句以but开头表示转折，指出了问题所在，其中refrigeration facilities表示“制冷设备”。第二段中首句的refrigerating compartment表示“冷藏室”，是冰箱中的专业术语。次句的range表示“范围”，这里是名词。第三段第二句使用would you please提出自己的要求，非常礼貌。
Directions:Suppose you receive the telephone bill and find that you are overcharged.Write a letter in around 100 words to describe the matter and ask for the mistake to be corrected.Do not sign your own name at the end of your letter, using“Andrew Jones”instead.
【经典范文】
Dear Sir,
I have just received my telephone bill for last month.To my great surprise, it is much higher than I have expected.
My normal telephone expense was around $30 but this time it is three times more than that amount.I have checked the bill carefully only to find that the record shows I made several international calls.I have not a single relative or friend overseas so I never made such calls.I am sure there are technical or manmade errors involved, and I hope you can make an investigation into this matter as soon as possible.
Anyway I will pay the bill before tomorrow so as not to cause any inconveniences to you.I hope I can get my refund as soon as possible.
Best regards.
Yours faithfully,
Andrew Jones
【文章点评】
首段说明自己收到电话账单后感到很惊讶。次段说明了具体情况。第三段说明自己期待问题尽快解决。
第二段中的overseas表示“海外”，technical表示“技术的”，manmade表示“人为的”。第三段的refund表示“退还，归还，偿还”。
Directions: Write a letter complaining about the misbehavior of a particular employee in about 100 words.Do not sign your own name at the end of your letter, using“Penelope Robinson”instead.
【经典范文】
Dear Sir,
I am writing to draw your attention to the most undesirable attitude and manner of a particular member of your staff.A week ago, I bought a desk lamp in the electric appliances department of your supermarket last week, but when I went back home, it simply stopped working after two days.So I went back to the center of refund and exchange yesterday afternoon.
When I told what had happened to the young lady in charge, and asked for refund or exchange, she was so rude on that occasion as to interrupt me continually.Later she even said it was my fault and refused to listen to me any longer.
I strongly suggest that that lady be instructed on the proper manner towards customers.I hope you attach importance to this matter, and help settle it as soon as possible.
Yours,
Penelope Robinson
【文章点评】
首段首句说明写信的目的，之后说明事件发生的背景。次段重点说明了自己不愉快的经历。第三段指出自己希望对方帮助解决此事。
首段首句中的undesirable表示“令人不快的，不合意的”，次句中的electrical appliances表示“电器”，第三句中的center of refund and exchange表示“退换货中心”。
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