吳安運

◎文體概述

投訴信是對產(chǎn)品或服務(wù)表示不滿的信件。當自己的正常生活受到打擾、自己的利益受到侵害時，我們可以用投訴信來表達不滿并提出批評。投訴信的共同點就是希望收信人解決問題，所以信中需要提出解決方案?？荚嚂r，如果題目中沒有給出解決方案，那么就要根據(jù)投訴內(nèi)容提出自己的解決方案。

1.首段：說明所要投訴的問題，盡可能做到客觀禮貌，給收信人留下好印象。

2.主體段落：寫明投訴的原因、問題的經(jīng)過及產(chǎn)生的后果。

3.結(jié)尾段：提出解決的方案。結(jié)尾段應(yīng)體現(xiàn)書信的禮貌原則，可以用“如果你能……，我將十分感激！”等表達方式。

投訴信一般分為四個部分：①自我介紹;②投訴的內(nèi)容;③投訴的原因;④闡明本人期待的解決方案。

注意：投訴信的重點是說明投訴的原因，敘事應(yīng)客觀、準確、簡潔。最后提出的解決方案應(yīng)切實可行。在表達自己的不滿時要把握分寸，不失風(fēng)度。同時，在描述問題時盡量采用被動句式，這樣能夠使描述更加客觀。

寫作模板

Dear ，

My name is/Im （自我介紹）， I feel bad to trouble you but I am afraid that I have to make a complaint about （投訴的內(nèi)容）.

（簡述導(dǎo)致矛盾的事件）. I （表達本人曾做過的努力）. But （投訴原因一）. Besides， （投訴原因二）. To be frank， （客觀的評論，以示誠懇）. To make up for it， I suggest （闡明本人期待的解決方案）. 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

◎經(jīng)典句型

篇首句：介紹自己，說明寫作目的——投訴。

Im Li Hua. I feel bad to trouble you but Im afraid that I have to make a complaint about your restaurant. 我是李華，很抱歉給你添麻煩。但是，恐怕我不得不對你們餐館進行投訴。

Im writing to you to complain about... 我寫信是想投訴……

I want to express my dissatisfaction about the woolen scarf I bought from your company. 我想要表達我對從你們公司買的羊毛圍巾的不滿。

篇中句：說明投訴問題、后果，并提出合理建議。

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，水沒有及時供應(yīng)。而且，你們播放的音樂太吵了。在這樣的環(huán)境下，我很難安靜地坐在這里吃晚飯。

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時候，我在你們店里花了300港幣買了一件綠色襯衫，但它現(xiàn)在看上去似乎有一些狀況。當它被洗的時候，它會掉色。現(xiàn)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. 它是前天按時到的。但是當我檢查時，我發(fā)現(xiàn)中間有個洞。我很震驚，因為這個洞很明顯，我認為你們不應(yīng)該忽略這個瑕疵。

I have dialled your service number for several times but it was always busy. 我曾多次撥打你們的服務(wù)電話，但它總是占線。

Now this problem keeps worrying me. 現(xiàn)在這個問題一直在困擾我。

To improve the situation， you can take the following measures. 為了改善狀況，你們可以采取以下措施。

Can you change a new one for me as soon as possible？ 你們可以盡快給我換件新的嗎？

I insist you change a new one for me or give me a refund. 我堅持你們給我換件新的或者給我退款。

How shall I send this scarf back to you？ 我怎么把這條圍巾寄還給你？

篇尾句：希望給予考慮，并期待對方盡快回復(fù)。

Thanks for your consideration. 感謝你的考慮。

I hope you will give due attention to this matter. 我希望你能給予此事應(yīng)有的重視。

I believe you will take my complaint seriously. 我相信你會認真對待我的投訴。

Ill appreciate it if my demand is met. 如果我的要求得到滿足，我會非常感激。

Im looking forward to your early reply. 我期待你早日答復(fù)。

◎高考典例

（2019屆安徽省重點高中第二次聯(lián)考）假定你是李華，請你以自己網(wǎng)上購書所遇到的不愉快經(jīng)歷，向中國某家英文報紙生活欄目寫一封投訴信。要點如下：

1.所購書中有破損、缺頁現(xiàn)象;

2.一些書籍價格比實體書店還要貴。

注意：

1.詞數(shù)100左右;

2.可以適當增加細節(jié)，以使行文連貫;

3.開頭和結(jié)尾已給出，不計入總詞數(shù)。

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

【試題解讀】

1.審題立意

該篇書面表達的命題屬于投訴信（Letter of Complaint）。作為消費者，在人們的生活中經(jīng)常會遇到一些令人傷腦筋的事情，比如消費利益受損、正常生活和工作受到干擾等，寫封投訴信不僅可以尋求一個解決問題的辦法還能引起公眾對此類問題的關(guān)注。投訴信一般有以下幾種類型：一種是向?qū)Ψ较嚓P(guān)部門直接投訴，提出所希望的賠償以及補救方式;還有一種是向上級主管部門提出投訴，期望對方行使管理監(jiān)督職能;也有一種是向媒體曝光一些不良商家的商品或服務(wù)，希望引起公眾的關(guān)注。

一封投訴信通常包括以下幾個方面的內(nèi)容：

首先進行簡單的自我介紹;然后總體說明投訴的原因并表示遺憾;接下來分兩到三點實事求是地闡述問題發(fā)生的經(jīng)過;再指出問題產(chǎn)生的后果;最后提出批評及處理的意見或敦促對方采取措施，比如提出所希望的賠償以及補救方式，最好設(shè)定解決問題的最后期限。

2.寫作要點

（1）簡短的寒暄和導(dǎo)入;

（2）簡要說明投訴的問題;

（3）描述事情發(fā)生的具體過程與相關(guān)細節(jié);

（4）描述這件事情給自己帶來的不便與困擾;

（5）期待獲得對方的關(guān)注及幫助;

（6）提出一個可行的解決方案，比如所希望的賠償或者其他補救方式。

3.注意事項

（1）注意寫投訴信時要用事實和證據(jù)說話，態(tài)度禮貌，語氣冷靜，不搞人身攻擊。

（2）注意闡述問題發(fā)生的經(jīng)過時要實事求是，不要夸大其詞。

（3）在描述問題時盡量采用被動句式，這樣能使描述更加客觀合理。

【佳作賞析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

亮點分析：本篇習(xí)作開頭便給了讀者很強的“視覺沖擊力”。文章一開頭便給了閱卷老師好感，這是考場作文之道的首要之道;在語言的表達上，選詞新穎，文字簡練，時態(tài)把握準確，同時運用了定語從句、主語從句、非謂語等較好的句式或短語使文章層次分明;從內(nèi)容上看文章充實而豐富，思路清晰，而且詳略得當，有的要點詳細敘述，有些內(nèi)容簡略帶過，這使得整體闡述連貫而富于變化。不愧是一篇優(yōu)秀習(xí)作。

①此處用一個句子交代清楚了投訴主題，從總體上概括了事情發(fā)生的時間、地點及其原因。

小貼士 此句還可以這樣表達：

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的使用非常生動形象地刻畫出了作為消費者對所購商品失望的心情。

③該處在描述問題時采用被動句式，使描述客觀合理，顯示了投訴人實事求是的態(tài)度。

④現(xiàn)在分詞短語做結(jié)果狀語在英語語法中屬于較難掌握的語法結(jié)構(gòu)，此處用得漂亮得體。

⑤高級詞匯circumstances的出現(xiàn)更加給閱卷老師留下了好印象。

⑥此處exchange them for new ones 和 declare a refund兩個短語言簡意賅，沒有廢話。

【佳作賞析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

亮點分析：本文的結(jié)構(gòu)十分明晰，主體部分分為兩段，前一段描述個人經(jīng)歷，后一段將個人損失上升到引起公眾對一個社會問題的關(guān)注的高度上。在句式使用上，用法多樣，熟練而準確，其中虛擬語氣的運用十分出彩。 更難能可貴的是作者審視話題準確，確定主題有深度，巧妙地運用主題、有自己的獨特認識和見解，能將視野由個人損失投向社會，呼吁公眾的關(guān)注。

①此處the quality was far from satisfactory是一個語言非常地道的概括性句子，為下文的敘述做好鋪墊。

②和過去的事實相反的虛擬條件句的運用很巧妙地暴露出商家的問題和消費者的損失。

③此句在內(nèi)容上將個人損失上升到引起公眾對一個社會問題的關(guān)注的高度上。

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

小貼士 此句還可以這樣表達：Its high time that government should impose some relevant laws to regulate this market.

●標準范文

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

假定你是李華，你在上周日乘坐了一輛公交車，但該公交車司機的不文明行為讓乘客很憤怒。于是你決定向公交車公司寫一封投訴信。要點如下：

1.司機的不文明行為（聊天、緊急剎車、態(tài)度粗魯?shù)龋?

2.希望盡快查清此事。

注意：

1.詞數(shù)100左右;

2.可以適當增加細節(jié)，以使行文連貫。

Dear Sir，

I am Li Hua. I am writing to

Yours sincerely，

Li Hua