应用文写作之投诉信 讲义 -2026届高三英语上学期一轮复习专项

该高中英语高考复习讲义聚焦应用文写作核心考点，针对投诉信这一高考高频题型，系统梳理格式规范、三段式逻辑结构（说明问题-阐述影响-提出诉求）、时态运用（一般过去时描述过程、一般现在时说明影响）及语气把握（坚决且礼貌）等考查要求。通过谋篇布局解析、分段落句型积累、通用模板构建、高考真题（2022年全国甲卷）精讲及实操练习五个教学环节，帮助学生建立投诉信写作的完整框架和表达逻辑。 资料突出模板化教学与实战应用的结合，如分段落中英对照句型助力学生夯实语言基础提升语言能力，真题解析中引导学生按“问题细节-影响分析-具体诉求”分层表达培养思维品质。设置商品质量、服务态度、学习资料等多场景实操练习，配合模板套用指导和错误规避提示，确保学生在有限时间内掌握规范写作技巧。为教师提供从基础句型到高分表达的渐进式教学方案，有效提升复习效率和学生应考能力。

高考英语作文应用文指导 第 3 讲 --- 英语投诉信写作模板（Letter of Complaint） 投诉信是当个人对商品质量、服务态度、交易流程等感到不满，向商家、平台或相关负责人反映问题、说明后果，并提出合理诉求（如退款、更换、道歉等）的书信。全文需根据场景灵活使用一般过去时（描述问题发生过程）、一般现在时（说明当前影响及诉求），语气需 “坚决且礼貌”，避免过激表述，同时确保问题清晰、诉求明确。 一、投诉信谋篇布局 投诉信核心为 “三段式结构”，每段需紧扣 “说明问题 - 阐述影响 - 提出诉求” 的逻辑，确保内容完整、有说服力。 首段 自我介绍（如顾客身份、交易背景）+ 明确投诉对象（商品 / 服务 / 人员）+ 简述核心不满 主体 详细描述问题（分点说明，含时间、细节）+ 阐述问题带来的影响（如不便、损失）+ 提出具体诉求（如退款、更换、道歉） 尾段 强调诉求的合理性 + 表达对解决结果的期待（如设定回复期限）+ 礼貌收尾 二、分段落常用句型（中英对照） 1. 首段：开场白 + 自我介绍 + 明确投诉事由 核心是 “快速让收信人了解‘谁在投诉’‘投诉什么’”，避免模糊表述，同时保持基本礼貌。 I am Li Hua, a regular customer of your online store. I’m writing to express my dissatisfaction with the Bookworm Series I ordered two weeks ago, as the product and delivery process were far from satisfactory. （我是李华，贵网店的常客。我写信是为了表达对两周前订购的《书虫系列》读物的不满，因为该商品及配送流程都远未达到预期。） I regret to inform you that I have to make a complaint about the mobile phone I bought from your company last week—it has stopped working properly within just three days. （很遗憾地告知，我不得不就上周从贵公司购买的手机进行投诉 —— 这部手机仅使用三天就出现了故障。） My name is Li Hua, who stayed at your hotel on May 13th. I’m writing to complain about the poor service I received during my stay, especially the rude attitude of the front desk staff and the dirty room condition. （我是李华，5 月 13 日曾入住贵酒店。我写信投诉入住期间的糟糕服务，尤其是前台工作人员的粗鲁态度和房间的脏乱情况。） I am a student who purchased your English newspaper for a semester. I’m now writing to point out some problems with the recent issues, which have affected my English learning. （我是一名购买贵报一学期的学生。现在写信指出近期报纸存在的一些问题，这些问题已影响到我的英语学习。） 2. 主体：描述问题 + 阐述影响 + 提出诉求 （1）描述问题：需具体、分点，含 “时间、细节、证据相关” The problems with the jacket I received are as follows. First, I clearly ordered a purple one, but you sent a red one. Second, I requested size 170-88A, but the delivered size was 175-92B, which is too large for me. What’s worse, the zipper of the jacket doesn’t work at all. （我收到的夹克存在以下问题：首先，我明确订购的是紫色款，但你们寄来了红色；其次，我要求的尺寸是 170-88A，而实际送达的是 175-92B，对我来说太大了；更糟糕的是，夹克的拉链完全拉不动。） During the tour organized by your agency, two major issues made me unhappy. On one hand, the tour guide spent most of the time introducing paid activities and taking us to shopping malls, leaving little time for visiting scenic spots. On the other hand, the food provided was of poor quality—some dishes were even cold when served. （在贵旅行社组织的旅行中，两件事让我很不满：一方面，导游大部分时间都在介绍付费项目并带我们去商场，几乎没留时间参观景点；另一方面，提供的餐饮质量很差，有些菜上桌时还是凉的。） The digital camera I bought last Friday has two obvious defects. First, it often shuts down automatically without any warning, even when the battery is fully charged. Second, the screen shows unclear images, which is far from the product description on your store’s website. （我上周五买的数码相机有两个明显缺陷：一是即使电池满电，它也经常毫无征兆地自动关机；二是屏幕显示的图像模糊，与贵店网站上的产品描述严重不符。） （2）阐述影响：说明问题给自身带来的 “不便或损失”，增强诉求合理性 This defective laptop has caused great trouble to my study—I have to borrow a friend’s computer to finish my homework, which wastes a lot of time. （这台有故障的笔记本电脑给我的学习带来了很大麻烦 —— 我不得不借朋友的电脑完成作业，浪费了大量时间。） The delayed delivery of the books made me miss the deadline for my book report. My teacher had to deduct points from my grade, which made me very frustrated. （书籍的延迟送达让我错过了读书报告的提交截止日期，老师不得不扣了我的分数，这让我非常沮丧。） The rude manner of your waiter made me feel disrespected. I even lost my appetite during the meal and had to leave early, which ruined my whole evening. （贵店服务员的粗鲁态度让我感到不被尊重，我甚至在吃饭时没了胃口，不得不提前离开，整个晚上的心情都被破坏了。） （3）提出诉求：具体、合理，避免模糊（如 “希望解决”），需明确 “要对方做什么” Given these problems, I insist that you either send me a new jacket of the correct color and size, or provide a full refund. I also want to know who will be responsible for the postage of returning the defective one. （鉴于这些问题，我坚持要求你们要么寄一件颜色和尺寸都正确的新夹克，要么全额退款。我还想知道谁来承担退回瑕疵品的邮费。） To make up for the inconvenience caused, I request two solutions: first, your agency should offer me a 50% discount on my next tour; second, the tour guide should apologize to all the tourists for his improper arrangement. （为弥补造成的不便，我提出两项诉求：一是贵旅行社应为我的下次旅行提供 50% 的折扣；二是导游应就其不当安排向所有游客道歉。） I hope you can replace this faulty mobile phone with a new one within a week. If this is not possible, please process a full refund to my bank account as soon as possible. （我希望你们能在一周内给我更换一部新的手机；如果无法更换，请尽快将全额退款退到我的银行账户。） 3. 尾段：强调诉求 + 期待回复 + 礼貌收尾 核心是 “提醒对方及时处理”，同时保持礼貌，避免激化矛盾。 I would appreciate it if you could look into this matter within three working days and give me a clear reply. I trust your company values customer satisfaction and will solve this problem properly. （如果你们能在三个工作日内调查此事并给我明确答复，我将不胜感激。我相信贵公司重视客户满意度，会妥善解决这个问题。） I sincerely hope you can take my complaint seriously and prevent similar problems from happening again. I’m looking forward to your satisfactory solution before next Friday. （我真诚希望你们能重视我的投诉，防止类似问题再次发生。期待在下周五之前收到你们满意的解决方案。） Thank you for your attention to this issue. If I don’t receive a reply by the end of this week, I will have to contact the consumer association for further help. （感谢您关注此事。如果本周结束前我未收到答复，我将不得不联系消费者协会寻求进一步帮助。） 三、投诉信通用模板 Dear XXX, I am [自我介绍，如Li Hua, a regular customer of your store / a student who purchased your product], and I’m writing to make a formal complaint about [投诉对象，如the defective jacket I received / the poor service during my tour / the delayed delivery of my order]. The problems I encountered are as follows. First, [问题1，含细节：如I ordered a purple jacket but received a red one]. Second, [问题2，含细节：如the size of the jacket is 175-92B, which is larger than my requested size 170-88A]. What’s worse, [问题3，含细节：如the zipper doesn’t work at all]. These issues have caused [自身影响，如great inconvenience to my daily use / me to miss an important deadline], which makes me very disappointed. Given the above, I hereby put forward my demands: [具体诉求，如first, please send me a new jacket of the correct color and size within 7 days; second, please bear the postage for returning the defective one]. I would be grateful if you could handle this matter promptly and give me a reply before [截止日期，如next Friday]. Thank you for your consideration. I’m looking forward to your satisfactory solution. Yours sincerely, Li Hua To whom it may concern. I am________(自我介绍）. ②1 feel bad to trouble you but I am afraid that I have to make a complaint about________. The reason for my dissatisfaction is________（总体介绍）. In the first place,________（抱怨的第一个方面）.In addition,________(抱怨的第二个方面).Under these circumstances, I find it________(感觉）to________(抱怨的方面给你带来的后果). I appreciate it very much if you could________（提出建议和请求），preferably________（进一步的要求),and I would like to have this matter settled by________(设定解决事情最后期限）Thank you for your consideration and I will be looking forward to your reply. Yours, Li Hua 四、高考真题与典型场景范文解析 （2022年全国甲卷书面表达） 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, __________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【优秀范文】 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 【导语】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。 【详解】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. 【点睛】【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） 五、作文实操练习与范文 假定你是李华，你邻居的女儿每天中午都在家弹钢琴，给你的网课学习和生活带来了很大的困扰。请你给邻居Mrs. Li 写一封投诉信，内容要点包括： 1.说明困扰你的问题； 2. 投诉的原因；3. 解决问题的建议。 注意： 1.词数80字左右；2.可以适当增加细节，以使行文连贯。 ____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________ 【优秀范文】One possible version: Dear Mrs. Li, I’m Li Hua, a neighbor living next to your house. I’m writing to express my dissatisfaction about the noise your daughter has been making recently. The reason for my dissatisfaction is that it is at noon every day that your daughter practices playing the piano, which greatly affects both my life and online study. For one thing, as a high school senior, I’m engaged in making preparations for College Entrance Examination. Therefore, the noise makes it hard for me to concentrate on my study. For another, although occasionally the music your daughter plays sounds wonderful it disturbs me and I find it difficult to get enough sleep. I sincerely hope that your daughter can adjust the time and place of practicing. I would appreciate it if you could solve the problem as soon as possible. Yours faithfully, Li Hua 【导语】本篇书面表达属于应用文。要求考生给邻居Mrs. Li 写一封投诉信，投诉邻居的女儿每天中午都在家弹钢琴，给自己的网课学习和生活带来了很大的困扰，并给出解决问题的建议。 【详解】1.词汇积累 因此：therefore→thus 集中于：concentrate on→focus on 尽管：although→though 解决：solve→work out 2.句式拓展 简单句变复合句 原句：For one thing, as a high school senior, I’m engaged in making preparations for College Entrance Examination. 拓展句：For one thing, since I’m a high school senior, I’m engaged in making preparations for College Entrance Examination. 【点睛】【高分句型1】The reason for my dissatisfaction is that it is at noon every day that your daughter practices playing the piano, which greatly affects both my life and online study.（运用了that引导的表语从句、强调句型和which引导的非限制性定语从句） 【高分句型2】For another, although occasionally the music your daughter plays sounds wonderful it disturbs me and I find it difficult to get enough sleep.（运用了although引导的让步状语从句） 【高分句型3】I sincerely hope that your daughter can adjust the time and place of practicing.（运用了that引导的宾语从句） 六、模板使用注意事项 语气平衡：避免过于情绪化（如 “你们太不负责任了”），也不要过于软弱（如 “希望你们能尽量解决”），需用 “坚决且礼貌” 的表述（如 “我坚持要求”“我请求”）。 细节具体：描述问题时需含 “时间、数量、具体表现”（如 “5 月 13 日入住”、“拉链拉不动”），避免笼统（如 “商品有问题”）。 诉求合理：诉求需与问题匹配（如 “瑕疵品→退款 / 更换”“服务差→道歉 / 折扣”），避免过度诉求（如 “因延迟发货要求十倍赔偿”）。 格式规范：需注意称呼（如对未知身份用 “Sir or Madam”，对经理用 “Dear Manager”）和署名格式。 第 1 页 学科网（北京）股份有限公司 $