模板06 投诉信 （答题模板与解题技巧）（全国通用）2027年高考英语二轮复习讲练测

模板06 投诉信 01 题型解读 02 答题模板构建 03 满分词汇模板 04 满分句型模板 05 满分作文模板 06 知识迁移强化 【读者注意】 这本讲义按“考什么 → 怎么写 → 拿什么写 → 别写错 → 整篇模子 → 模子实战 → 通用技巧 → 限时训练”的顺序组织，共九个部分，每一部分都能单独取用，也能按序串成一条完整的备考链。 第一部分解决“考什么”，第二、三部分是骨架与素材，第四部分是可直接搬用的六十个句子，第五部分专治失分点，第六、七部分给出整篇模板与实战示范，第八部分是通用技巧与交卷前自检，第九部分是十五次限时训练。 表1　四条使用路线（按自身情况任选一条起步） 使用路线 适用对象 建议顺序 预期效果 一轮建骨架 基础一般、题型不熟的学生 第一部分 → 第二部分 → 第六部分模板 → 第九部分前 5 题 能独立写出三段、要点齐全的 100 词投诉信 二轮补素材 已能成篇、语言单薄的学生 第三部分词汇短语（每天 1 类） → 第四部分 60 句型 → 第七部分仿写 句子从“正确”升到“像样”，语言分进高档 考前纠错 冲刺阶段全体学生 第五部分 50 条避错 → 第八部分自检表 → 第九部分任意 3 题限时 15 分钟 避免低级错，稳定在二档以上 教师备课 任课教师、教研组 第六部分模板做板书 → 第七部分做讲评 → 第九部分做 15 次周测 一套可直接上课的专项训练包 投诉信属高考英语应用文的“书信体·问题解决类”文种，考的不是文采，而是能否把一件事说清楚、把诉求提明白。其命题特点可概括为六点。 （一）情境真实，身份明确 题目给出具体情境：在哪个网店买了什么、住了哪家酒店，并指定收信人——网店客服或酒店经理。学生须以消费者身份写信，语气是“受了委屈但保持体面”。身份一旦错位，如写成商家道歉信，内容分会被直接压低。 （二）要点提纲化，按点给分 题干多以三到四条中文提纲列任务：说明问题、陈述经过与影响、提出要求。评分按要点覆盖定档，漏一条即掉一档。因此“逐点落笔、一点一句”比写得漂亮更有效，提纲外的发挥只能加分，不能替分。 （三）语域要求“礼貌而坚定” 投诉信是“有分寸的抗争”：既不能辱骂、威胁、情绪化，也不能软弱到只写 I hope。高分文的共性是：用 complain about 点题，用 I would appreciate it if you could 提要求，用 Yours sincerely 收束，全程以 would、could 装进礼貌外壳。 （四）篇幅稳定在 80—100 词 字数空间只有 80—100 词，结构必须经济：三段、六到九句，一句一个功能，节奏是首段两句、中段三到四句、末段两三句。太长会挤占要点，太短则论证不足。 （五）时态与人称相对固定 陈述已发生的事实用过去时（I bought it last week），陈述现状与诉求用现在时（It still does not work），表示“至今未解决”用现在完成时（I have called three times）。人称以第一人称单数为主，指称商家用 your company。 company。 （六）评分四维一体 阅卷按要点、词汇语法、篇章衔接、格式语域四维定档：要点全但语法漏洞多，上不了高档；语言漂亮却漏掉“提要求”，同样掉档。这也解释了模板为何有效——它同时兜住结构、衔接与格式三项。 据此，正确路径是：先把“三段九句”骨架固化成肌肉记忆，再把词汇、句型、模板、避错、演练逐层嵌进骨架。骨架不稳，背再多高级词也只是散件。 表2　投诉信六要素与应对总览 命题要素 题目里的常见说法 考生要做的事 失分高发点 写信目的 “写一封投诉信”“表达你的不满” 首句点明 complain about + 对象 只描述不点题，首段读不出“投诉” 交易背景 “上周在某网店购买”“暑假参加了某旅行团” 时间 + 渠道 + 商品/服务，一句话交代 背景写成三段故事，浪费字数 核心问题 “发现……存在问题”“实际情况与宣传不符” 用名词和动词写具体缺陷 只写 very bad、not good 等空泛评价 影响后果 “给你带来不便”“影响了你的计划” 落到具体损失：误了面试、多花了钱 只说 inconvenient，缺事实支撑 诉求期限 “要求退款/换货”“希望尽快处理” 一个主诉求 + 一个期限 + 一句期待回复 没有明确诉求，第三段空转 语域身份 “假定你是李华”“写给客服/经理” 礼貌而坚定，称呼与落款配套 语气过激或过软，称呼落款不匹配 投诉信的正文只有三段，但三段职能完全不同：第一段“立事”，第二段“举证”，第三段“要账”。下面按“功能—句数—句型骨架—可替换词块—示范”五层拆开，每一层都可以直接搬到考场上。 【第一段：开门见山，立住“投诉谁、为什么”】 表3　第一段五层拆解 层次 操作要点 功能定位 用两句话完成三件事：点明写信目的（投诉）、交代交易背景（何时何地买了什么）、亮出核心问题。这一段不许出现背景铺陈和情绪宣泄，阅卷老师在前两句就要知道你在投诉什么。 句数控制 两句，最多三句。第一句点题，第二句交代事实。 句型骨架 ① I am writing to complain about + 名词（the poor quality of… / the delay in… / the service I received…）。② 背景句用 On 5 May I ordered… from your…, but… 或 Much to my disappointment, the… I bought… turned out to be…。 可替换词块 点题动词：complain about / express my dissatisfaction with / draw your attention to / report a problem with。背景名词：online store、local branch、travel agency、training centre、front desk。问题形容词：poor quality、faulty、damaged、far from satisfactory、contrary to your advertisement。 示范 I am writing to complain about the headphones I ordered from your online store last week. Much to my disappointment, the product I received was not what your advertisement had promised. 把上面五层压缩成一句口诀：第一段“我买了什么、结果怎样”，第二段“坏在哪、我怎么交涉、损失什么”，第三段“我要什么、多久给、不给怎么办”。 【第二段：分项举证，把事情说“看得见”】 表4　第二段五层拆解 层次 操作要点 功能定位 全信的重心。要用具体细节把问题“演”给阅卷人看：坏在哪、怎么坏的、我为此付出了什么代价。这一段决定内容分的上限。 句数控制 三到四句，每句一个信息点，按“问题一 → 问题二（递进）→ 经过（我做了什么）→ 影响（我损失了什么）”推进。 句型骨架 ① 问题句：The moment I opened the package, I found that… / On arrival, we were told that…。② 递进句：To make matters worse, … / What is worse, …。③ 经过句：I have called your hotline three times, but each time…。④ 影响句：It has caused me great inconvenience, for I had to… / As a result, I missed…。 可替换词块 细节证据：cracked screen、missing charger、stained sheets、cold food、wrong size、three days late。经过动词：called、wrote、waited、asked for、was told、was refused。影响表达：cause me great inconvenience、spoil my holiday、cost me an extra 300 yuan、affect my normal life、interfere with my work。 示范 The moment I opened the package, I found that the left earphone made no sound at all. To make matters worse, the charging cable was missing. I wrote to your service centre twice, but up to now I have received nothing except an automatic reply. 把上面五层压缩成一句口诀：第一段“我买了什么、结果怎样”，第二段“坏在哪、我怎么交涉、损失什么”，第三段“我要什么、多久给、不给怎么办”。 【第三段：明确诉求，给出期限与后果】 表5　第三段四层拆解 层次 操作要点 功能定位 把“我不满意”升级为“我要什么”。这一段必须可执行：诉求具体、期限明确、后果克制。缺了诉求句，前面的举证全部落空。 句数控制 两句到三句：一句诉求，一句期限或方式，一句期待回复（可选加一句后果）。 句型骨架 ① 诉求句：I would therefore like a full refund / a replacement of the same model / a free repair。② 期限句：I would appreciate it if you could arrange this within seven days。③ 后果句（慎用）：Otherwise, I shall have no choice but to report the matter to the consumer association。④ 收束句：I look forward to your early reply. / Your prompt attention would be greatly appreciated. 可替换词块 诉求：full refund、replacement、free repair、apology and compensation、a written explanation。期限：within three days、by Friday、as soon as possible、at your earliest convenience。后果：take legal action、complain to the authorities、turn to the consumer association、leave a public review。 示范 I would therefore like a full refund of the 399 yuan I paid. I would appreciate it if you could deal with this matter within seven days, or I shall have no choice but to turn to the consumer association. I look forward to your early reply. 把上面五层压缩成一句口诀：第一段“我买了什么、结果怎样”，第二段“坏在哪、我怎么交涉、损失什么”，第三段“我要什么、多久给、不给怎么办”。 【最后必须注意的六件事】 骨架搭好之后，决定分数的是下面六条细节。它们看似琐碎，却是二档与三档之间最常见的分界线。 1. 别把“背景”写成“故事”：第一段只需“何时、何地、买了什么”，不需要写“那天天气很好，我满怀期待地打开了包裹”。情境描写在投诉信里是无效字数。 2. 证据要“可核对”，不要“形容词堆砌”：写 the screen was cracked and the charger was missing，比写 the quality was very very bad 有力十倍。能用名词和动词说清的，就不要用形容词。 3. 影响要落到“我”身上：caused me great inconvenience 太虚，加上 for I had to cancel two meetings to wait for the repairman 就实了。一句具体损失胜过三句抱怨。 4. 诉求只能有一个主诉求：退款、换货、维修三选一作为主诉求，其余可作备选（or a replacement of the same model）。同时提三条要求，评卷人无法判断你的重点。 5. 后果句要有“台阶”：先用礼貌请求，再用 otherwise 提出升级措施，且升级措施止于“向消费者协会投诉、依法维权”，不写“告到你破产”“让全网都来骂你”。 6. 全程不出现辱骂与感叹号：never、terrible、cheat、rubbish 这类词要克制；一句话最多一个感叹号，正式的投诉信通常一个也不用。 【满分词汇模板】 本部分共 500 个单词与 300 个短语，全部按“英文—中文一对一”编排，一个英文只给一个最贴切的汉语义项，避免多义干扰记忆。单词按十个场景类目各 50 个排列，短语按十个语篇功能各 30 条排列，可以直接按类目安排背诵计划：每天一类，二十天完成一轮。 使用建议：单词先求“认得、会拼”，短语先求“会套”。背短语时不要孤立记，而要连同它在句子里的位置一起记——例如 I would appreciate it if you could 后面必须接从句，To make matters worse 后面必须接一个更糟的事实。 一、满分单词 500 个（十类 × 50） （一）投诉与抱怨核心动词（50 词） 表6　投诉与抱怨核心动词（50 词） 英文 中文 英文 中文 complain 投诉；抱怨 protest 抗议；反对 object 反对；不赞成 oppose 反对 reject 拒绝；驳回 refuse 拒绝 deny 否认；拒绝给予 demand 要求 request 请求 require 需要；要求 urge 敦促 insist 坚持 claim 声称；索赔 compensate 赔偿 refund 退款 return 退回 replace 更换 exchange 调换 repair 修理 fix 修理 resolve 解决 handle 处理 process 处理 investigate 调查 verify 核实 confirm 确认 explain 解释 apologize 道歉 inform 通知 notify 通知 remind 提醒 contact 联系 consult 咨询 negotiate 协商 communicate 沟通 respond 回复 reply 回复 ignore 忽视 delay 延误；推迟 postpone 推迟 cancel 取消 interrupt 中断 damage 损坏 spoil 破坏；毁坏 ruin 毁掉 affect 影响 cause 导致 suffer 遭受 tolerate 容忍 accept 接受 （二）服务与消费场景名词（50 词） 表7　服务与消费场景名词（50 词） 英文 中文 英文 中文 service 服务 consumer 消费者 customer 顾客 client 客户 purchase 购买；所购之物 product 产品 goods 商品 item 物品；商品 order 订单 receipt 收据 invoice 发票 contract 合同 agreement 协议 guarantee 保证；保修 warranty 保修 policy 政策；规定 regulation 规章 standard 标准 quality 质量 quantity 数量 price 价格 cost 费用；成本 fee 费用 charge 收费 discount 折扣 promotion 促销 advertisement 广告 advertising 广告业 brand 品牌 model 型号 package 包裹 packing 包装 shipment 货物；装运 delivery 递送 courier 快递员；快递公司 carrier 承运人 warehouse 仓库 store 商店 supermarket 超市 mall 商场 restaurant 餐厅 hotel 旅馆 agency 代理机构 manufacturer 制造商 supplier 供应商 retailer 零售商 staff 员工 manager 经理 supervisor 主管 department 部门 （三）质量与故障（50 词） 表8　质量与故障（50 词） 英文 中文 英文 中文 problem 问题 issue 问题；议题 trouble 麻烦 fault 过错；故障 defect 缺陷 flaw 瑕疵 error 错误 mistake 错误 shortcoming 缺点 broken 破损的 crack 裂缝 scratch 划痕 stain 污渍 leak 泄漏 rust 锈 deform 使变形 malfunction 故障 failure 故障；失败 accident 事故 incident 事件 case 案例 evidence 证据 proof 证据 photo 照片 screenshot 截图 record 记录 document 文件 certificate 证明 report 报告 complaint 投诉 appeal 申诉 dispute 纠纷 conflict 冲突 argument 争论 excuse 借口 reason 原因 explanation 解释 responsibility 责任 obligation 义务 right 权利 interest 利益 loss 损失 expense 花费 inconvenience 不便 injury 伤害 risk 风险 safety 安全 hygiene 卫生 sanitation 环境卫生 dirt 污物 （四）价格、付款与退款（50 词） 表9　价格、付款与退款（50 词） 英文 中文 英文 中文 afford 负担得起 costly 昂贵的 expensive 昂贵的 cheap 便宜的 reasonable 合理的 unreasonable 不合理的 overcharge 多收钱 undercharge 少收钱 bargain 讨价还价；便宜货 payment 付款 pay 支付 deposit 定金 balance 余额 total 总额 amount 金额 cash 现金 credit 信用；赊账 account 账户 transfer 转账 transaction 交易 budget 预算 value 价值 worth 价值 rate 费率 tax 税 insurance 保险 premium 保险费 penalty 罚款 fine 罚款 compensation 赔偿 reimbursement 报销 repayment 偿还 voucher 优惠券 coupon 优惠券 bill 账单 statement 结算单 installment 分期付款 loan 贷款 debt 债务 profit 利润 margin 利润空间 fund 资金 currency 货币 free 免费的 affordable 价格可承受的 economical 经济实惠的 pricey 价格高的 worthwhile 值得的 quotation 报价 estimate 估价 （五）物流与配送（50 词） 表10　物流与配送（50 词） 英文 中文 英文 中文 deliver 递送 dispatch 发货 ship 运送 transport 运输 pack 包装 wrap 包裹 parcel 包裹 box 箱子 carton 纸箱 track 追踪 tracking 追踪 arrive 到达 arrival 到达 destination 目的地 address 地址 postcode 邮编 route 路线 distance 距离 late 迟的 early 早的 punctual 准时的 prompt 迅速的 swift 快速的 slow 缓慢的 fast 快的 speed 速度 schedule 日程安排 timetable 时刻表 deadline 截止日期 duration 持续时间 period 时期 interval 间隔 weekday 工作日 weekend 周末 holiday 假日 festival 节日 season 季节 weather 天气 storm 暴风雨 flood 洪水 traffic 交通 congestion 拥堵 emergency 紧急情况 urgent 紧急的 immediate 立即的 priority 优先 queue 排队 convey 运送 load 装载 unload 卸货 （六）售后沟通与处理（50 词） 表11　售后沟通与处理（50 词） 英文 中文 英文 中文 follow-up 跟进 feedback 反馈 response 回应 answer 答复 solution 解决方案 settlement 解决；和解 arrangement 安排 alternative 替代方案 option 选择 choice 选择 decision 决定 approval 批准 permission 许可 authorization 授权 signature 签名 commitment 承诺 promise 承诺 assurance 保证 attitude 态度 manner 方式；态度 politeness 礼貌 courtesy 礼貌 patience 耐心 tolerance 宽容 understanding 理解 cooperation 合作 support 支持 assistance 帮助 help 帮助 advice 建议 suggestion 建议 recommendation 推荐 instruction 说明 guideline 指南 procedure 程序 step 步骤 method 方法 approach 方法 measure 措施 rule 规则 term 条款 condition 条件 clause 条款 appendix 附录 negotiation 协商 communication 沟通 correspondence 通信 inquiry 询问 consultation 咨询 confirmation 确认 （七）旅游、住宿与餐饮（50 词） 表12　旅游、住宿与餐饮（50 词） 英文 中文 英文 中文 room 房间 suite 套房 lobby 大厅 reception 前台 receptionist 接待员 check-in 入住 booking 预订 reservation 预订 reserve 预订 accommodate 容纳；提供住宿 guest 客人 visitor 访客 tourist 游客 traveler 旅行者 tour 旅行 journey 旅程 trip 旅行 flight 航班 airline 航空公司 airport 机场 station 车站 train 火车 coach 长途客车 taxi 出租车 luggage 行李 baggage 行李 suitcase 手提箱 passport 护照 visa 签证 ticket 票 fare 票价 itinerary 行程 guide 导游 attraction 景点 scenery 风景 view 景观 sightseeing 观光 meal 一餐 dish 菜肴 menu 菜单 cuisine 菜肴；烹饪 taste 味道 flavor 风味 ingredient 配料 cleanliness 清洁 comfort 舒适 facility 设施 equipment 设备 rating 评分 review 评论 （八）网络与数码产品（50 词） 表13　网络与数码产品（50 词） 英文 中文 英文 中文 device 设备 smartphone 智能手机 mobile 手机 phone 电话 computer 电脑 laptop 笔记本电脑 tablet 平板电脑 screen 屏幕 battery 电池 charger 充电器 cable 数据线 keyboard 键盘 mouse 鼠标 headphone 耳机 camera 相机 software 软件 hardware 硬件 system 系统 network 网络 signal 信号 connection 连接 install 安装 download 下载 update 更新 upgrade 升级 version 版本 function 功能 feature 特点；功能 data 数据 file 文件 folder 文件夹 password 密码 login 登录 register 注册 firmware 固件 compatibility 兼容性 performance 性能 capacity 容量 storage 存储 memory 内存 processor 处理器 display 显示 resolution 分辨率 pixel 像素 wireless 无线的 bluetooth 蓝牙 application 应用程序 platform 平台 website 网站 browser 浏览器 （九）评价类形容词与副词（50 词） 表14　评价类形容词与副词（50 词） 英文 中文 英文 中文 disappointed 失望的 disappointing 令人失望的 satisfied 满意的 satisfactory 令人满意的 dissatisfied 不满的 unsatisfactory 令人不满的 frustrated 沮丧的 annoyed 恼火的 angry 生气的 upset 心烦的 regretful 遗憾的 sorry 抱歉的 embarrassed 尴尬的 confused 困惑的 shocked 震惊的 surprised 惊讶的 unacceptable 不可接受的 intolerable 无法容忍的 inadequate 不充分的 insufficient 不足的 inferior 劣质的 superior 优良的 faulty 有故障的 defective 有缺陷的 damaged 受损的 worn 磨损的 used 二手的 genuine 真正的 fake 假的 counterfeit 假冒的 original 原装的 reliable 可靠的 unreliable 不可靠的 responsible 有责任的 irresponsible 不负责任的 serious 严重的 severe 严重的 slight 轻微的 minor 次要的 major 主要的 frequent 频繁的 occasional 偶尔的 repeated 反复的 constant 不断的 sudden 突然的 extremely 极其 considerably 相当大地 particularly 特别地 entirely 完全地 hardly 几乎不 （十）书信与公文高频词（50 词） 表15　书信与公文高频词（50 词） 英文 中文 英文 中文 dear 亲爱的 sincerely 真诚地 faithfully 忠诚地 respectfully 恭敬地 cordially 诚挚地 regards 问候 enclosed 随信附上 attachment 附件 reference 参考；提及 subject 主题 heading 标题 date 日期 receiver 收信人 sender 发信人 recipient 收件人 purpose 目的 intention 意图 content 内容 detail 细节 summary 摘要 conclusion 结论 introduction 介绍 paragraph 段落 sentence 句子 expression 表达 tone 语气 style 风格 format 格式 formal 正式的 informal 非正式的 polite 礼貌的 friendly 友好的 respectful 尊敬的 appropriate 恰当的 clear 清楚的 concise 简洁的 brief 简短的 specific 具体的 accurate 准确的 logical 有逻辑的 coherent 连贯的 fluent 流利的 grammar 语法 vocabulary 词汇 spelling 拼写 punctuation 标点 editing 编辑 acknowledge 承认；确认收到 gratitude 感激 courteous 有礼貌的 二、满分短语 300 个（十类 × 30） （一）开头引入（30 条） 表16　开头引入（30 条） 英文短语 中文 英文短语 中文 I am writing to complain about 我写信投诉…… I am writing to express my dissatisfaction with 我写信表达对……的不满 I am writing to draw your attention to 我写信提请你注意…… I regret to inform you that 很遗憾地通知你…… I am sorry to trouble you, but 不好意思打扰你，但是…… To my great disappointment 令我非常失望的是 Much to my regret 令我十分遗憾的是 I feel obliged to write to you about 我觉得有必要就……给你写信 I would like to bring to your notice 我想提请你注意…… I am writing in connection with 我写信是关于…… With reference to your advertisement 关于你们的广告 According to the contract 根据合同 As is stated in your promise 正如你们所承诺的 As we agreed last week 正如我们上周商定的 On 5 May I purchased 五月五日我购买了…… Last week I ordered 上周我订购了…… I recently bought 我最近买了…… Unfortunately 不幸的是 To be frank 坦率地说 Frankly speaking 老实说 Honestly speaking 说实话 As a regular customer 作为老顾客 As one of your loyal customers 作为你们的忠实顾客之一 Having used your product for years 使用你们的产品多年 This is the first time I have written to complain 这是我第一次写信投诉 I have no choice but to write to you 我别无选择只好给你写信 I am afraid I have to complain about 恐怕我不得不投诉…… There is something wrong with ……有问题 I would appreciate it if you could look into the matter 如果你能调查此事，我将不胜感激 I am writing to report a problem with 我写信反映……的问题 （二）陈述事实（30 条） 表17　陈述事实（30 条） 英文短语 中文 英文短语 中文 on arrival 到达时 upon delivery 一送达 when I opened the package 当我打开包裹时 to my surprise 令我惊讶的是 beyond my expectation 出乎我意料 contrary to what was advertised 与广告宣传相反 as described in the instructions 如说明书所述 in the first place 首先 to begin with 首先 first of all 首先 what is worse 更糟的是 worse still 更糟的是 to make matters worse 使事情更糟的是 on top of that 除此之外 in addition 此外 moreover 而且 furthermore 此外 meanwhile 与此同时 at the same time 同时 as a result 结果 as a consequence 因此 therefore 因此 consequently 因而 because of this 由于这一点 due to 由于 owing to 由于 in fact 事实上 actually 实际上 in reality 实际上 as a matter of fact 事实上 （三）描述问题与质量（30 条） 表18　描述问题与质量（30 条） 英文短语 中文 英文短语 中文 be of poor quality 质量差 be below the standard 低于标准 fail to work properly 无法正常工作 stop working 停止工作 break down 出故障 fall apart 散架；破裂 be out of order 出故障 be damaged in transit 运输中损坏 be scratched 有划痕 be stained 有污渍 be leaking 在漏水 be missing 缺失 be incomplete 不完整 be the wrong size 尺寸不对 be the wrong colour 颜色不对 differ from the sample 与样品不符 differ from the description 与描述不符 not match the picture 与图片不符 not live up to my expectations 没有达到我的期望 be far from satisfactory 远不能令人满意 leave much to be desired 有很多不足之处 be a great disappointment 令人大失所望 cause me great inconvenience 给我带来极大不便 cause me much trouble 给我造成很多麻烦 put me to great inconvenience 给我造成很大不便 bring about serious losses 造成严重损失 result in a loss of 导致……的损失 affect my normal life 影响我的正常生活 interfere with my work 妨碍我的工作 spoil my holiday 破坏我的假期 （四）表达不满与态度（30 条） 表19　表达不满与态度（30 条） 英文短语 中文 英文短语 中文 I am extremely dissatisfied with 我对……极其不满 I am rather disappointed at 我对……相当失望 I am not at all satisfied with 我一点也不满意…… I find it hard to accept 我难以接受 I can hardly believe 我几乎不能相信 I was shocked to find 我震惊地发现 I was annoyed to discover 我恼火地发现 It is quite unacceptable 这完全不可接受 It is simply intolerable 这简直无法容忍 This is far from what I expected 这与我的期望相差甚远 This is not what I paid for 这不是我所付钱购买的东西 I have never experienced such poor service 我从未遇到过这么差的服务 Such careless work is disappointing 如此粗心的做法令人失望 I must say I am rather upset 我必须说我相当不快 I feel it my duty to point out 我觉得有责任指出 I have to point out that 我不得不指出 I cannot help complaining about 我忍不住要投诉…… It has caused me no small trouble 它给我带来了不小的麻烦 Words cannot describe my disappointment 言语无法形容我的失望 I am writing to express my strong dissatisfaction 我写信表达我强烈的不满 I must draw your attention to 我必须提请你注意…… I am afraid this is not the first time 恐怕这不是第一次 This is the third time I have complained 这是我第三次投诉 time and again 一再 again and again 一再 over and over again 一遍又一遍 not once 一次也没有 never before 从未如此 what is most annoying 最令人恼火的是 I was deeply upset by ……令我深感不快 （五）提出要求（30 条） 表20　提出要求（30 条） 英文短语 中文 英文短语 中文 I would like you to 我希望你…… I would rather you 我宁愿你…… I should be grateful if you would 如果你能……我将感激 I would appreciate it if you could 如果你能……我将不胜感激 I am writing to ask you to 我写信请求你…… I would like to request 我想请求…… It is my sincere hope that 我真诚希望…… I do hope that 我确实希望…… I sincerely hope that 我真诚希望…… Would you please 请你……好吗 Could you please 你能……吗 Please kindly 请…… Please see to it that 请务必确保…… Please make sure that 请确保…… Please take immediate action 请立即采取行动 I expect you to 我期望你…… I expect a full refund 我要求全额退款 I demand a replacement 我要求更换 I insist on a full refund 我坚持要求全额退款 I am entitled to 我有权…… I have the right to 我有权…… as promised 如所承诺 without delay 立即；不拖延 as soon as possible 尽快 at your earliest convenience 尽早 within three days 三天之内 by the end of this week 本周内 no later than Friday 不迟于周五 in the shortest possible time 在最短时间内 I would be grateful if you could arrange 如你能安排……我将不胜感激 （六）期望与后果（30 条） 表21　期望与后果（30 条） 英文短语 中文 英文短语 中文 otherwise 否则 or else 否则 failing which 否则 if not 如果不 unless 除非 in that case 那样的话 should you fail to 如果你未能…… unless you take action 除非你采取行动 I will be forced to 我将不得不…… I shall have no choice but to 我将别无选择只能…… take legal action 采取法律行动 report the matter to 向……反映此事 complain to the authorities 向有关部门投诉 turn to the consumer association 求助消费者协会 make a formal complaint 正式投诉 seek compensation 要求赔偿 claim a refund 要求退款 ask for a replacement 要求更换 reserve the right to 保留……的权利 hold you responsible for 要求你为……负责 bear the loss 承担损失 at your own expense 由你方承担费用 at your cost 由你承担费用 in accordance with the law 依法 to protect my rights 维护我的权利 to safeguard my interest 维护我的利益 as a last resort 作为最后手段 I look forward to your early reply 期待你早日回复 I am looking forward to hearing from you soon 期待尽快收到你的回复 I hope this matter will not happen again 希望此事不再发生 （七）礼貌与缓和（30 条） 表22　礼貌与缓和（30 条） 英文短语 中文 英文短语 中文 I am afraid 恐怕 I am sorry to say 很遗憾地说 with all due respect 恕我直言 if I may say so 如果我可以这么说 if you do not mind 如果你不介意 I wonder if 我想知道是否…… I was wondering whether 我在想是否…… would you be so kind as to 能否劳驾你…… I hope you will forgive me for 希望你能原谅我…… I do not mean to complain 我并非有意抱怨 it is not my intention to 我无意…… I have no intention of 我无意…… far be it from me to 我绝不想…… in a friendly way 以友好的方式 in a polite manner 以礼貌的方式 to be fair 公平地说 to be honest 老实说 after all 毕竟 at any rate 无论如何 in any case 无论如何 more or less 或多或少 to some extent 在某种程度上 in a sense 在某种意义上 as you may know 你可能知道 as you are aware 如你所知 as we all know 众所周知 needless to say 不用说 let alone 更不用说 not to mention 更不用说 I fully understand that 我完全理解…… （八）时间与频率（30 条） 表23　时间与频率（30 条） 英文短语 中文 英文短语 中文 the other day 前几天 a few days ago 几天前 last Monday 上周一 the following morning 第二天早上 shortly afterwards 不久之后 soon after 之后不久 ever since 自从那时起 so far 到目前为止 up to now 到目前为止 until now 直到现在 from then on 从那时起 in the meantime 在此期间 for the time being 暂时 at present 目前 at the moment 此刻 nowadays 如今 these days 近来 recently 最近 lately 最近 frequently 频繁地 occasionally 偶尔 from time to time 不时地 once in a while 偶尔 every now and then 时常 day after day 日复一日 week after week 一周又一周 all the time 一直 around the clock 昼夜不停 on time 准时 in time 及时 （九）因果与逻辑（30 条） 表24　因果与逻辑（30 条） 英文短语 中文 英文短语 中文 because of 因为 thanks to 多亏 in view of 鉴于 considering that 考虑到 given that 鉴于 on account of 由于 for this reason 为此 for one thing 一方面 for another 另一方面 on the one hand 一方面 on the other hand 另一方面 in other words 换句话说 that is to say 也就是说 in brief 简言之 in short 简而言之 to sum up 总而言之 in conclusion 总之 all in all 总之 above all 最重要的是 first and foremost 首要的是 last but not least 最后但同样重要的是 what matters most 最重要的是 as far as I am concerned 就我而言 so far as I know 据我所知 in my opinion 依我看 from my point of view 从我的观点看 personally speaking 就个人而言 to my mind 在我看来 beyond question 毫无疑问 which explains why 这就解释了为什么 （十）结尾套语（30 条） 表25　结尾套语（30 条） 英文短语 中文 英文短语 中文 I look forward to your prompt reply 期待你及时回复 I am looking forward to your reply 期待你的回复 I hope to hear from you soon 希望尽快收到你的回复 I would be grateful for a reply 如蒙回复我将不胜感激 Thank you in advance 提前感谢 Thank you for your attention 感谢你的关注 Thank you for your time 感谢你抽出时间 I appreciate your help 感谢你的帮助 I do appreciate your early reply 非常感谢你早日回复 Your prompt attention to this matter would be appreciated 如你能及时处理此事，我将不胜感激 I trust you will deal with it promptly 相信你会及时处理 I am confident that you will 我确信你会…… I hope this matter can be settled 希望此事能得到解决 I hope we can resolve this matter 希望我们能解决此事 I look forward to a satisfactory solution 期待一个令人满意的解决方案 I expect to receive your answer 我期待收到你的答复 Please let me know 请告知我 Please keep me informed 请随时告知我 Should you need further information 如果你需要更多信息 If you need any further details 如果你需要更多细节 please do not hesitate to contact me 请随时与我联系 You may reach me at 你可以通过……联系我 I can be contacted at 可通过……联系我 enclosed please find 随信附上…… please find enclosed 请查收附件 for your reference 供你参考 at your convenience 在你方便时 I sincerely apologize for any inconvenience 对由此带来的任何不便，我真诚道歉 Once again, I apologize 再次表示歉意 Yours faithfully 你忠实的（不知对方姓名时用） 【满分句型模板】 下面六十个句子按“凤头—猪肚—豹尾”三段分列，每句都给出译文与一句用法提示。它们不是用来整段背诵的，而是用来“拆件替换”的：把句中的名词、时间、金额换成本题情境，句子立刻归你所有。 背诵顺序建议：先背开篇十句（保证第一段不跑题），再背中间的影响句与经过句（保证第二段有内容），最后背结尾的诉求句与期限句（保证第三段有落点）。 开篇亮“凤头” 表26　开篇 20 句：点题 + 背景 + 立场 序 句型 译文 用法提示 1 I am writing to complain about the poor quality of the laptop I bought from your online store last week. 我写信投诉上周在你们网店买的笔记本电脑质量很差。 最稳的开篇句：complain about + 名词，后面接定语从句补充背景。 2 I regret to inform you that the washing machine I ordered on 12 June arrived with a cracked door. 很遗憾地通知你，我 6 月 12 日订购的洗衣机送到时门是裂的。 regret to inform you that 用于“坏消息”，比 I am sorry 更正式。 3 I am writing to express my dissatisfaction with the service I received at your hotel during my stay. 我写信表达对住宿期间贵酒店服务的不满。 dissatisfaction with + 名词，适用于服务类投诉。 4 Much to my disappointment, the tour I booked through your agency turned out to be far from what was advertised. 令我非常失望的是，通过你们旅行社订的行程与广告宣传相差甚远。 Much to my disappointment 置句首，倒装式情绪句，比 I am disappointed 高级。 5 I have been a loyal customer of your shop for five years, but this is the first time I have written to complain. 我光顾你们店五年了，但这是我第一次写信投诉。 “老顾客 + 第一次投诉”是软化语气又施压的经典组合。 6 I am afraid I have to draw your attention to a serious problem with the headphones delivered to me yesterday. 恐怕我不得不提请你注意昨天送到我手上的耳机存在严重问题。 draw your attention to 是“提请注意”的正式表达。 7 To my great regret, the food we ordered at your restaurant last Saturday was cold and tasted stale. 令我十分遗憾的是，上周六在你们餐厅点的菜是凉的，而且尝起来不新鲜。 tasted stale 用系动词 + 形容词，具体可感。 8 I am writing to report a problem with the English course I signed up for at your training centre. 我写信反映我在你们培训中心报的英语课程的问题。 report a problem with 适合“服务未兑现”类投诉。 9 As a regular customer of your supermarket, I feel obliged to point out a mistake in my bill. 作为你们超市的老顾客，我觉得有责任指出账单上的一处错误。 feel obliged to point out 礼貌而不失立场。 10 I would like to bring to your notice the delay in delivering my parcel, which should have arrived three days ago. 我想提请你注意我的包裹延误一事，它三天前就该到了。 bring to your notice + 名词，后接非限制性定语从句。 11 It is with great disappointment that I write to you about the air ticket your agency booked for me. 我怀着极大的失望就你们旅行社为我订的机票一事写信。 It is with… that… 强调句型，适合正式投诉。 12 I am writing in connection with the faulty battery of the smartphone I purchased from your store. 我写信是关于在你们店买的智能手机电池故障一事。 in connection with 比 about 更书面。 13 Contrary to what your advertisement promised, the furniture I received is the wrong size. 与我收到的家具和你们广告承诺的相反，尺寸不对。 Contrary to what… 直接指向“虚假宣传”，是最有力的开篇之一。 14 I ordered a set of books from your website on 3 March, but the parcel I opened contained the wrong titles. 我 3 月 3 日在你们网站订了一套书，但打开包裹发现发错了书目。 but 引出反差，一句话完成“背景 + 问题”。 15 I am sorry to trouble you, but I really have no choice but to complain about the noise from the room next door. 不好意思打扰你，但我实在别无选择，只能投诉隔壁房间的噪音。 have no choice but to 表达“不得已”，增强说服力。 16 Words cannot describe my disappointment at the service I received in your fitness centre. 言语无法形容我对你们健身中心服务的失望。 Words cannot describe… 情绪句，仅用于问题确实严重时。 17 What I experienced last weekend at your hotel, I am sorry to say, was far from satisfactory. 恕我直言，上周末在贵酒店的遭遇远不能令人满意。 插入语 I am sorry to say 让批评更委婉。 18 This is the third time I have complained about the late delivery of my orders, and nothing has changed. 这是我第三次投诉订单延迟送达，而情况毫无改变。 “第三次投诉 + 毫无改变”适合反复发生的服务问题。 19 Having used your products for years, I was shocked to find that the new model stopped working after two days. 使用你们的产品多年，我震惊地发现这款新机型两天后就坏了。 Having done 分词状语，体现“老用户”的身份优势。 20 I am writing to express my strong dissatisfaction with the way your staff handled my complaint last Friday. 我写信表达对上周五贵店员工处理我投诉的方式的强烈不满。 dissatisfaction with the way + 从句，指向“态度与流程”。 中间有“猪肚” 表27　中间 20 句：问题 + 经过 + 影响 序 句型 译文 用法提示 1 The moment I opened the package, I found that the screen was scratched and the charger was missing. 我一打开包裹就发现屏幕有划痕，充电器也不见了。 The moment… 时间状语从句，制造“现场感”。 2 On arrival at the hotel, we were told that the room we had booked had been given to another guest. 一到酒店我们就被告知，我们订的房间已经给了别的客人。 On arrival 后接被动句，交代“承诺未兑现”。 3 The tour guide took us to only two of the five attractions listed in the itinerary. 导游只带我们去了行程单上五个景点中的两个。 用数字对比（five vs two）制造可核实的证据。 4 Although the meal was advertised as fresh seafood, what we got was frozen fish and cold rice. 尽管广告说是新鲜海鲜，我们吃到的却是冻鱼和冷饭。 Although… what we got was… 对比结构，突出“货不对板”。 5 What is worse, the machine began to leak water all over the kitchen floor. 更糟的是，机器开始漏水，弄得厨房地板到处都是。 What is worse 是 To make matters worse 的轻量版。 6 To make matters worse, nobody answered my calls for three days. 更糟的是，三天里没有人接我的电话。 for three days 把“冷处理”量化。 7 I have called your hotline five times, but each time I was asked to wait and then cut off. 我打了五次客服热线，但每次都被要求等待，然后被挂断。 现在完成时 + but 转折，强调“我尽力了”。 8 The colour of the sofa differs greatly from the picture on your website, and it is ten centimetres wider than the size I ordered. 沙发的颜色与你们网站上的图片差别很大，而且比我订的尺寸宽了十厘米。 differ from + 具体数据，双重证据最有说服力。 9 It has caused me no small trouble, for I had to cancel two important meetings to wait for the repairman. 这给我带来不小的麻烦，因为我不得不取消两个重要会议来等维修工。 no small trouble 是“双重否定式强调”，比 great trouble 更地道。 10 Such careless packing, in my opinion, is quite unacceptable for a company of your size. 在我看来，对你们这样规模的公司，如此粗糙的包装完全不可接受。 插入语 in my opinion 缓冲批评力度。 11 According to your own warranty, any fault within thirty days should be repaired free of charge. 按照你们自己的保修条款，三十天内的任何故障都应免费维修。 According to your own… 用对方规则反击，最有力的举证方式。 12 I have kept the receipt, the delivery note and photos of the damage, which I can send to you if necessary. 我保留了收据、送货单和损坏照片，必要时可以发给你们。 虚拟条件 if necessary 暗示“我已准备好维权”。 13 What is most annoying is that your staff kept telling me that the problem was caused by my own misuse. 最令人恼火的是，你们的员工一直说问题是我自己使用不当造成的。 What is most annoying is that… 主语从句，突出“推诿”。 14 The delay has not only spoiled my holiday but also cost me an extra 300 yuan for a night in another hotel. 这次延误不仅毁了我的假期，还让我多花了 300 元住另一家酒店。 not only… but also… 双层损失，内容分最容易拿。 15 I fully understand that mistakes happen, but I find it hard to accept such an irresponsible attitude. 我完全理解失误难免，但我很难接受这种不负责任的态度。 先让步再批评，语域得体，适合“态度类”投诉。 16 In addition, the room was so dirty that we had to ask for clean sheets twice. 此外，房间脏到我们不得不两次要求更换干净床单。 so… that… 结果句，把“脏”变成可验证的行为。 17 As a result, I was late for the interview and lost the chance I had been preparing for months. 结果我面试迟到，失去了准备数月的机会。 定语从句省略 that，收尾有分量。 18 What worries me most is that the same problem may happen again to other customers. 最让我担心的是，同样的问题可能再次发生在其他顾客身上。 把个人投诉上升为公共问题，格局更大。 19 Time and again I have asked for an explanation, yet up to now I have received nothing but excuses. 我一再要求一个解释，可至今得到的只有借口。 nothing but 强调“毫无实质回应”。 20 This is far from what I expected when I paid 2,000 yuan for what you described as a premium product. 这与我花两千元买你们所谓高端产品时的期待相差甚远。 what you described as… 精准回击“宣传用语”。 结尾有“豹尾” 表28　结尾 20 句：诉求 + 期限 + 收束 序 句型 译文 用法提示 1 I would therefore be grateful if you could give me a full refund as soon as possible. 因此，如你能尽快全额退款，我将不胜感激。 最通用的诉求句，therefore 承接上文。 2 I expect a replacement of the same model, delivered within seven days. 我要求更换同型号产品，并在七天内送达。 expect + 名词 + 过去分词，诉求与期限一句说完。 3 I would appreciate it if you could arrange for a repairman to come to my home this week. 如你能安排维修工本周上门，我将不胜感激。 appreciate it if 中的 it 不可省，是阅卷高频点。 4 Please look into this matter and let me know your decision by Friday. 请调查此事，并在周五前告知你的决定。 look into + let me know，双动词祈使句，简洁有力。 5 I hope you will take immediate action to improve the service, or I shall have no choice but to complain to the consumer association. 希望你们立即采取行动改进服务，否则我只好向消费者协会投诉。 先希望后施压，or 引出升级措施。 6 I trust that you will deal with this matter promptly and that no similar problem will happen again. 我相信你会及时处理此事，也不会再发生类似问题。 两个 that 宾语从句并列，语气坚定而礼貌。 7 Should you need further information, please do not hesitate to contact me at 138-1234-5678. 如需更多信息，请随时拨打 138-1234-5678 与我联系。 Should you… 倒装条件句，正式度高。 8 I have enclosed copies of the receipt and the photos for your reference. 随信附上收据复印件和照片，供你参考。 证据句，几乎适用于所有投诉信。 9 I sincerely hope that we can settle this matter in a friendly way. 我真诚希望我们能友好地解决此事。 软化句，用在施压之后作“台阶”。 10 I look forward to a satisfactory solution and to hearing from you soon. 我期待一个令人满意的解决方案，并期待尽快收到你的回复。 look forward to + 名词/动名词并列，注意 to 是介词。 11 Once again, I apologize for any inconvenience my complaint may cause you, but I do hope you understand my position. 再次为我的投诉可能给你带来的不便致歉，但确实希望你能理解我的处境。 道歉 + but 转折，礼貌而不退让。 12 I am confident that a company with your reputation will give this matter the attention it deserves. 我相信像你们这样有声誉的公司会给予此事应有的重视。 用“声誉”反将一军，比威胁更高级。 13 Thank you for your time, and I look forward to your early reply. 感谢你抽出时间，期待早日回复。 最安全的双句收尾。 14 Unless I hear from you within three days, I will be forced to report the matter to the local authorities. 除非三天内收到你的答复，否则我只好向当地有关部门反映。 Unless 条件句 + 被动升级，语气克制。 15 I would rather settle the problem quietly than take further steps, so I hope you will act without delay. 我宁愿低调解决，也不愿进一步追究，所以希望你们立即行动。 would rather… than… 展示“我本可更强硬”。 16 Your prompt attention to this matter would be greatly appreciated. 如你能及时处理此事，我将不胜感激。 名词化主语，书面感强，适合结尾。 17 I do hope this is the last time I have to write to you about the same problem. 我确实希望这是我最后一次就同一问题给你们写信。 do 强调，暗含“别再犯”。 18 I am returning the faulty item with this letter and would like my money back in full. 我随信退回这件有故障的商品，并要求全额退款。 退货 + 退款一句完成，行动明确。 19 Please keep me informed of what you decide to do, at your earliest convenience. 请尽早告知我你们的处理决定。 keep me informed of + 从句，礼貌追踪。 20 Yours sincerely, 你真诚的（知道收信人姓名时用）。 落款敬语：知姓名用 sincerely，不知姓名用 faithfully。 【高频避错清单】 下面五十条全部来自真实习作中的高频错误，按“错例—正例—原因”三列对照。建议的使用方式是：先自己改一遍，再对照，把改错的那几条抄进错题本；第二次复习时只看“错例”一列，能立刻说出正例即算过关。 其中前十二条几乎每篇都会出现，属于“必查项”；后三十八条多为搭配、时态与语域问题，属于“提档项”。 表29　50 条高频错误对照表 序 错误表达 正确表达 原因与要点 1 I am writing to complain the quality of your product. I am writing to complain about the quality of your product. complain 是不及物动词，必须接 about / of，这是最高频错误。 2 I very like the design of this model. I like the design of this model very much. very 不能直接修饰动词，要用 very much 或 really。 3 I bought it in last week. I bought it last week. last week、next month 等时间状语前不加介词 in / on。 4 The machine has many problems, such as it is broken. The machine has many problems, such as a broken screen. such as 后接名词或短语，不接完整句子。 5 I hope you can give me a answer soon. I hope you can give me an answer soon. answer 以元音音素开头，用 an。 6 I want you refund me the money. I would like you to refund me the money. want sb do 结构错误；且投诉信宜用 I would like。 7 Please reply me as soon as possible. Please reply to me as soon as possible. reply 不及物，接宾语要用 reply to。 8 I am sorry to interrupt you, but I have a problem. I am sorry to trouble you, but I have a problem. interrupt 指打断说话，书面投诉用 trouble 更贴切。 9 I very disappointed with the service. I was very disappointed with the service. 形容词作谓语必须加系动词 be。 10 There have a problem with my order. There is a problem with my order. there be 句型不能与 have 混用，且就近用 is。 11 It made me very angry and inconvenient. It caused me great inconvenience. inconvenient 是形容词，不能作宾语补足语；名词形式是 inconvenience。 12 If you don't reply me, I will go to court. Unless I hear from you, I may take legal action. 口语化威胁不得体，且 reply 需加 to；改用 unless + 法律用语。 13 The quality is not good as the advertisement says. The quality is not as good as the advertisement says. 同级比较用 not as… as，不能漏第一个 as。 14 I bought a pair of shoe last month. I bought a pair of shoes last month. a pair of 后接复数名词。 15 Your service make me disappointing. Your service made me disappointed. 主语单数用 makes；disappointing 修饰物，人用 disappointed。 16 The goods was damaged when it arrived. The goods were damaged when they arrived. goods 为复数名词，谓语与代词都要用复数。 17 I have received the parcel at last week. I received the parcel last week. 现在完成时不能与明确的过去时间状语连用。 18 Please give me a satisfactory answer as soon as possibly. Please give me a satisfactory answer as soon as possible. 固定短语是 as soon as possible。 19 I am looking forward to hear from you. I am looking forward to hearing from you. look forward to 中 to 是介词，后接动名词。 20 I write to you for complain about the delay. I am writing to complain about the delay. 介词 for 后不能接动词原形；目的用 to do。 21 It is the first time I write to your company. It is the first time I have written to your company. It is the first time 后接现在完成时。 22 The problem is because of your carelessness. The problem results from your carelessness. is because of 冗余，应直接用 result from 或 be caused by。 23 I would appreciate if you can solve the problem. I would appreciate it if you could solve the problem. appreciate 后必须带 it；if 从句用 could 更委婉。 24 Although the price is low, but the quality is poor. Although the price is low, the quality is poor. although 与 but 不能同时使用。 25 The price is too expensive for me. The price is too high for me. price 与 high / low 搭配，expensive 修饰商品。 26 I spent 200 yuan to buy the ticket. I spent 200 yuan on the ticket. spend money on sth. 是固定搭配。 27 Your company should be responsibility for the damage. Your company should be responsible for the damage. be 后接形容词 responsible，不是名词。 28 I hope you can solve this problem and reply me. I hope you can solve this problem and reply to me. 并列结构中 reply 仍需介词 to。 29 Look forward to your reply. I look forward to your reply. 缺主语，不成句。 30 I am Li Hua, a student from Class 3, and I write to complain. I am writing to complain about… 投诉信开头不必自我介绍身份，浪费字数且偏离要点。 31 Yours faithfully is used when you know the name. Yours sincerely is used when you know the name. 知姓名用 sincerely，不知姓名用 faithfully，方向常被写反。 32 Best wishes, Li Hua Yours sincerely, Li Hua Best wishes 用于私人信件，正式投诉信用 Yours sincerely。 33 I am writing to you complain about the noise. I am writing to complain about the noise. to 后接动词原形，不能出现两个谓语动词。 34 The machine doesn't work normally. The machine does not work properly. normally 指“正常状态下”，properly 指“正常运转”；正式文少用缩写。 35 I have bought it for two weeks. I bought it two weeks ago. 表示“买了多久”用 ago，for 用于持续状态。 36 There is no any answer from your staff. There is no answer from your staff. no 与 any 不能叠加，或用 not any。 37 I feel very unsatisfactory about the service. I am very dissatisfied with the service. unsatisfactory 形容事物，人用 dissatisfied。 38 It is too late that I can't accept it. It is too late for me to accept it. too… to… 结构，不用 that 从句。 39 Your staff treated me very rude. Your staff treated me very rudely. 修饰动词用副词 rudely。 40 Please contact with me tomorrow. Please contact me tomorrow. contact 是及物动词，直接接宾语。 41 I want to know the reason why is it so late. I want to know why it is so late. 从句用陈述语序，且 reason why 与 why 重复。 42 The problem has been happen twice. The problem has happened twice. happen 是不及物动词，无被动语态。 43 I am very angry about your service, so I write this letter. I am writing to express my dissatisfaction with your service. 情绪直陈 + so 口语化，改为标准投诉句式。 44 Give me my money back! I would like a full refund. 祈使句加感叹号过于生硬，改用 I would like。 45 The room is not clean and the food is not delicious, too. The room was neither clean nor was the food tasty. 句尾 too 表“也”，此处应为“既不……也不”。 46 In my opinion, I think the service is poor. In my opinion, the service is poor. In my opinion 与 I think 语义重复。 47 On the one hand the room was small, on the one hand it was noisy. On the one hand the room was small; on the other hand it was noisy. 固定搭配是 on the one hand… on the other hand…。 48 I am writing to complain about your hotel's service is bad. I am writing to complain about the poor service of your hotel. about 后接名词短语，不能接完整句子。 49 I hope you can understand my feeling. I hope you can understand my situation. 中式表达 feeling；用 situation 或 how I feel 更自然。 50 The letter is written by Li Hua to complain. Li Hua is writing to complain… 投诉信不用被动语态交代写信人，主语应为 I。 【满分作文模板】 下面这套模板由“固定骨架句 + 可替换槽位”组成。方括号中的内容为槽位，考场按题目替换；未加方括号的句子可以原样抄写。全篇 100 词左右，三段九句，覆盖“说明问题—陈述经过—提出要求”三类要点，适用于绝大多数投诉信题目。 一、万能三段模板（100 词骨架） 模板正文如下。加方括号的部分是槽位，按题目替换；其余句子可原样照抄，不必改动。 Dear Sir or Madam, I am writing to complain about 【投诉对象：the faulty laptop / the poor service / the delayed delivery】, which I 【交易动作：bought / ordered / booked】 from 【渠道：your online store / your hotel / your agency】 on 【时间：5 May】. The problem is that 【核心问题：the screen was cracked / the room was dirty / the tour was cut short】. To make matters worse, 【递进细节：the charger was missing / nobody answered my calls / we were charged extra】. I 【经过：have called your hotline three times】, but 【结果：up to now I have received no reply】. As a result, 【影响：I had to cancel two meetings / my holiday was completely spoiled】. I would therefore like 【诉求：a full refund / a replacement of the same model / a free repair】. I would appreciate it if you could 【具体动作：arrange this / look into the matter】 within 【期限：seven days】. 【可选后果句：Otherwise, I shall have no choice but to turn to the consumer association.】 【证据句：I have enclosed copies of the receipt and the photos for your reference.】 I look forward to your early reply. Yours sincerely, Li Hua 槽位的取舍规则：时间、渠道、商品名必须换成题目给的；问题与影响必须换成题目情境；诉求可以从“退款、换货、维修、道歉赔偿”中选一个作主诉求；证据句与后果句属于加分项，字数紧张时可删，但至少要留下诉求句与期限句。 表30　八个槽位的填写规范 槽位 必须填什么 常见错误 投诉对象 名词短语：商品名、服务名、订单名 填成句子，导致 which 从句缺先行词 交易动作与渠道 bought / ordered / booked + from your… 动词与渠道搭配错误，如 bought from your hotel 核心问题 一个最严重的问题（名词或从句） 一次列三四个问题，重点丢失 递进细节 第二个问题或对方的态度 重复第一个问题，没有递进 经过 我做了什么（called / wrote / visited） 写 I was very angry，无动作 影响 具体损失（误事、多花钱、假期被毁） 只写 inconvenient 诉求 一个主诉求（refund / replacement / repair） 同时提三条要求 期限 within + 时间 / by + 具体日期 写 as soon as you can，等于没期限 二、四类情境变体开关 同一套骨架可以覆盖绝大多数投诉情境，只需按类别切换“问题槽位”和“诉求槽位”。 表31　四类情境的变体开关 情境类别 问题槽位与诉求的切换方法 网购实物类 问题槽位优先填外观、功能、缺件：cracked / faulty / missing / the wrong size / not match the picture。诉求多用 refund 或 replacement。 服务体验类（酒店、餐厅、旅行社） 问题槽位优先填服务与体验：the room was dirty / the food was cold / the guide skipped two attractions。诉求多用 apology and compensation、partial refund。 产品故障类（家电、数码） 问题槽位优先填故障与售后：it stopped working after two days / the battery runs out in an hour。诉求多用 free repair 或 replacement，并写明保修条款。 报名缴费类（课程、健身卡、旅行团） 问题槽位优先填承诺不符：the course was not what your advertisement promised / the trainer changed every week。诉求多用 full refund，并援引合同或退费条款。 【模板示例】 下面用第六部分的模板，套写一封完整的投诉信。题目情境：你上周在某网店购买一副无线耳机，收到后发现右耳无声、充电线缺失，联系客服两次未获实质回复，要求写一封 100 词左右的投诉信。全文 108 词，每一句都来自模板骨架，槽位替换处在批注中标出。 一、完整范文（108 词） Dear Sir or Madam, I am writing to complain about the wireless headphones I ordered from your online store on 5 May. Much to my disappointment, the product I received was not what your advertisement had promised. The moment I opened the package, I found that the right earphone made no sound at all. To make matters worse, the charging cable was missing. I have written to your service centre twice, but up to now I have received nothing except an automatic reply. As a result, I have had to use my old headphones and missed two online meetings. I would therefore like a full refund of the 399 yuan I paid. I would appreciate it if you could deal with this matter within seven days, or I shall have no choice but to turn to the consumer association. I have enclosed copies of the receipt and two photos of the earphone for your reference. I look forward to your early reply. Yours sincerely, Li Hua 二、逐句批注 下面逐句标注这句话在模板中的位置与作用。仿写时按这张表逐句核对，就能保证“骨架不走样、槽位不填错”。 表32　范文逐句批注 位置 模板功能 说明 第 1 句 称呼 Dear Sir or Madam 用于不知收信人姓名时；若题目给了姓名，改为 Dear Mr. Smith。 第 2 句 第一段·点题句 套用“I am writing to complain about + 名词 + 定语从句”，一句交代对象、渠道、时间。 第 3 句 第一段·背景句 Much to my disappointment… 是固定骨架，只替换 the product 与 promised 的内容。 第 4 句 第二段·问题句 The moment I opened the package, I found that… 是“取证式开头”，直接把阅卷人带到现场。 第 5 句 第二段·递进句 To make matters worse, … 补第二个缺陷，体现“不止一个问题”。 第 6 句 第二段·经过句 I have written… but up to now… 用现在完成时强调“至今未解决”。 第 7 句 第二段·影响句 As a result, … 把损失落到具体行为（missed two meetings）。 第 8 句 第三段·诉求句 I would therefore like a full refund of + 金额，诉求唯一且可执行。 第 9 句 第三段·期限与后果 I would appreciate it if you could… within seven days, or… 先礼貌后施压。 第 10 句 证据句 I have enclosed copies of… for your reference 提升可信度，也回应“投诉要有证据”的评分点。 第 11 句 收束句 I look forward to your early reply 是标准结束语，不用 Thank you for your understanding 之类空话。 第 12—13 句 落款 Yours sincerely 用于知姓名；不知姓名用 Yours faithfully；署名统一写 Li Hua。 对照批注可以发现：全信十三行，其中固定骨架句只有六句，其余七句都是槽位替换。也就是说，考场上真正需要“自己写”的内容，只有“问题、细节、经过、影响、诉求、期限”六处，每处一句，全部可以用第三、四部分的词句拼装。 技巧的价值在于可操作。下面六类技巧，每一类都给出具体动作，可以直接在草稿纸上执行，而不是“多读多写”式的泛泛建议。 （一）审题三步：划身份、圈要点、定诉求 第一步：划身份：在题干上圈出“你是谁、写给谁、什么关系”。消费者写给商家用 complaint；旅客写给酒店用 dissatisfied guest；读者写给报社编辑用 letter to the editor，语气可以更公共化。 第二步：圈要点：把提纲逐条编号，写完一句划掉一条。要点通常藏在“说明情况”“提出要求”“表达期望”三类动词后面，漏掉的那条往往就是失分点。 第三步：定诉求：先决定主诉求（refund / replacement / repair / apology and compensation），再决定期限与升级措施。诉求定了，第三段才有落点。 （二）要点分配：一句一点，不重复不遗漏 一条要点一句话：不要用两句说同一件事，也不要把两条要点塞进一句长句。评卷是“扫点”，句界清晰最省对方力气。 先实后虚：具体事实（坏了什么、损失多少）放前面，笼统评价（very disappointed）放后面或不写。 宁可少一个形容词，不可少一个要点：字数紧张时，砍修饰语，不砍要点句。 （三）语域控制：把强硬装进礼貌 三换：换情态动词（will→would、can→could）、换句式（祈使句→I would appreciate it if…）、换词（angry→dissatisfied、cheat→fail to keep your promise）。 两不：不用辱骂词，不用连续感叹号。 一句台阶：所有施压句后面跟一个“仍然希望友好解决”的软句：I would rather settle this matter in a friendly way。 （四）衔接手段：让八句话像一篇文章 时间链：on 5 May → the moment → up to now → within seven days，一条时间线贯穿全信。 逻辑链：The problem is that… → To make matters worse… → As a result… → I would therefore…，四个连接词撑起整篇。 指代链：the product / it / this matter 交替使用，避免三次重复同一名词。 （五）扩写与压缩：一个字数的双向操作 扩写三招：加细节（cracked screen）、加经过（called twice）、加影响（missed two meetings）。每一招都能安全增加约 10 词，且都是得分点。 压缩三招：删评价（very very bad）、并短句（两个简单句并为并列句）、去重复（第二段说过的诉求不在第三段复述）。 目标区间：写完后数字数，落在 90—105 词最安全；超出 110 词，优先删形容词和重复主语。 （六）交卷前六十秒自检 四点快查：① 三类要点是否各有一句；② 时态是否“过去叙事、现在诉求”；③ 是否有一处委婉请求句；④ 称呼与落款是否配套（Sir or Madam 配 Yours faithfully；Mr. Smith 配 Yours sincerely）。 三个高危错：complain about 漏介词、look forward to 后接动词原形、would appreciate 漏 it。这三个错在阅卷中出现率最高。 一处加分：结尾前加一句证据句（I have enclosed…），几乎零风险，直接体现“投诉有据”。 把六类技巧压成一张自检表，交卷前逐行打钩。六项全过，这篇投诉信基本就在二档以上；有两项不过，先改这两项再谈文采。 表33　交卷前 60 秒自检表 检查维度 自检问题 不合格的后果 内容 三类要点（问题、经过/影响、诉求）是否各有一句以上？ 漏一条即降档 格式 称呼、正文三段、结束语、署名是否齐全？署名是否写 Li Hua？ 缺称呼或署名扣格式分 语域 是否有 would / could 等委婉表达？有无辱骂、威胁、感叹号？ 语域错位直接掉档 语言 主谓一致、时态、冠词、介词搭配是否过关？有无拼写错误？ 每 2—3 处小错扣一档语言分 衔接 是否使用 2 个以上连接词（To make matters worse / As a result / therefore）？ 衔接手段少于 2 个，篇章分偏低 词数 是否在 90—105 词之间？ 少于 80 或多于 120 词风险高 本部分提供十五道投诉信写作题，覆盖网购、住宿、餐饮、旅行、快递、数码、家电、家具、健身、培训、航空、校园、演出票务等高频情境，每题配一篇 150 词左右的参考答案。 训练建议：每题限时 15 分钟、100 词为下限、不查词典；写完后先按第八部分自检表自查，再对照参考答案，只比较“要点是否齐全、诉求是否明确、语域是否得体”三项，不必逐字比对用词。参考答案按 150 词写作，篇幅略长于考场要求，目的是多给可替换的表达，考场可自行压缩到 100 词左右。 题目1｜网购教辅破损 题目：假定你是高三学生李华，4 月 2 日在某网上书店订购一套高考复习教辅，收到后发现第一册封面破损、中间缺页，另两册印刷模糊。你两次联系客服均未得到回复。请给书店客服写一封投诉信，内容包括：1. 说明所购商品与问题；2. 说明造成的影响；3. 提出你的要求（换货或退款）。 参考范文（159 词）： Dear Sir or Madam, I am writing to complain about the set of reference books I ordered from your online bookstore on 2 April. Much to my disappointment, the parcel I received was far from satisfactory. The moment I opened the box, I found that the cover of the first book was badly torn and that twelve pages in the middle were missing. To make matters worse, the other two books were printed so faintly that some exercises can hardly be read. I wrote to your service centre twice, but have received no reply. As a result, my revision has been held up for a week, and I had to borrow notes from classmates. I would therefore like either a replacement of the complete set or a full refund of the 168 yuan I paid. I would appreciate it if you could deal with this within five days. I look forward to your early reply. Yours faithfully, Li Hua 题目2｜酒店住宿体验差 题目：假定你是李华，上周在青年旅行社预订的某酒店住了两晚，发现房间地毯有污渍、空调无法制冷，前台对投诉置之不理。请给酒店经理写一封投诉信，内容包括：1. 入住时间与房间问题；2. 交涉经过与造成的不便；3. 你的要求。 参考范文（157 词）： Dear Manager, I am writing to express my strong dissatisfaction with the service I received at your hotel last weekend. I had booked a double room for two nights, but my stay was far from satisfactory. On arrival, we were told that the room we had booked had been given to another guest, and we had to wait nearly an hour at the front desk. When we finally entered the room, we found a large stain on the carpet and the air conditioner blowing warm air only. I reported the problem to the front desk twice, yet nobody came to check it. As a result, we spent a sleepless night in a hot room, and our trip was completely spoiled. I would therefore like a formal apology and a partial refund of the room rate. I would appreciate it if you could look into this matter and reply to me within seven days. Yours sincerely, Li Hua 题目3｜餐厅菜品与账单问题 题目：假定你是李华，上周六晚在某餐厅用餐，发现菜品不新鲜、上菜等待超过四十分钟，结账时还被多收了 68 元。请给餐厅经理写一封投诉信，内容包括：1. 用餐时间与具体问题；2. 你的感受与影响；3. 要求退款并改进服务。 参考范文（149 词）： Dear Sir or Madam, I am writing to complain about the meal I had at your restaurant last Saturday evening. As a regular customer, I was deeply disappointed by what happened that night. To begin with, the fish we ordered tasted stale and the soup was almost cold. Besides, we waited over forty minutes before the main dishes were served, although the restaurant was half empty. What is most annoying is that the bill charged us 68 yuan more than the total on the menu. When I pointed this out, the waiter simply said the computer could not be wrong. I would therefore like a refund of the extra 68 yuan together with a sincere apology. I would also suggest that you check your kitchen and your billing system, or more customers will be driven away. I look forward to your reply within three days. Yours faithfully, Li Hua 题目4｜旅行社行程缩水 题目：假定你是李华，暑假参加了某旅行社组织的五日游，实际只去了行程单上五个景点中的两个，导游还两次带团进店购物。请给旅行社负责人写投诉信：1. 说明行程与实际的差距；2. 说明造成的时间与金钱损失；3. 要求部分退款。 参考范文（151 词）： Dear Sir or Madam, I am writing to complain about the five-day tour I booked through your agency last summer. Contrary to what your advertisement promised, the tour turned out to be a great disappointment. According to the itinerary, we were to visit five attractions, but the guide took us to only two of them. What is worse, he led the group into two shops and kept us there for over two hours each time, which was never mentioned in the contract. As a result, we missed the museum we had most wanted to see, and we had to pay extra for taxis to get back to the hotel. I would therefore like a partial refund of the tour fee, as the service I received was clearly below the standard you promised. I would appreciate it if you could give me a written explanation within a week. Yours faithfully, Li Hua 题目5｜快递延误且破损 题目：假定你是李华，通过某快递公司寄送的生日礼物延误七天，外包装严重变形，收件人打开后发现杯子已碎。请给快递公司客服写投诉信：1. 说明运单号、寄送时间与问题；2. 说明影响（礼物未能按时送达）；3. 要求赔偿。 参考范文（152 词）： Dear Sir or Madam, I am writing to complain about the delivery of my parcel, whose tracking number is SF12345678. I sent it on 1 May, and it should have reached my friend in Taiyuan three days later. However, the parcel arrived a week late, and the outer carton was so badly crushed that it had clearly been thrown about. When my friend opened it, she found the cup inside broken into pieces. I called your hotline three times, but each time I was told to wait for a reply that never came. As a result, the birthday gift I had prepared for months was ruined, and I felt deeply embarrassed. I would therefore like compensation for the damage and a refund of the delivery fee. I have kept the delivery receipt as evidence. Please look into this matter and let me know your decision within seven days. Yours faithfully, Li Hua 题目6｜手机电池故障 题目：假定你是李华，三个月前购买某品牌手机，使用一个月后电池续航明显下降且频繁自动关机，售后两次推说是“正常现象”。请给该品牌客服写投诉信：1. 购机时间与故障表现；2. 交涉经过；3. 要求免费检测与更换电池。 参考范文（148 词）： Dear Sir or Madam, I am writing to complain about the battery problem of the smartphone I bought from your official store three months ago. The phone has caused me a lot of trouble ever since. After only one month of normal use, the battery runs out in about two hours, and the phone shuts down by itself even when the battery shows thirty percent. I visited your service centre twice, but your staff kept telling me that this was “normal” and refused to run any test. To make matters worse, no loan phone was offered, so I was cut off from my teachers and classmates for a whole week. I would therefore like a free battery test and a replacement of the battery, as your one-year warranty clearly covers such faults. I would appreciate it if you could arrange this within five days. Yours sincerely, Li Hua 题目7｜洗衣机噪音与漏水 题目：假定你是李华，上月在某家电商场购买一台洗衣机，使用一周后出现剧烈噪音和底部漏水，两次报修均未上门。请给商场售后部门写投诉信：1. 购买与故障情况；2. 报修经过与损失；3. 要求三天内上门维修或换机。 参考范文（150 词）： Dear Sir or Madam, I am writing to complain about the washing machine I bought from your store last month. After only a week of use, it began to make a loud noise and to leak water from the bottom. I reported the fault to your after-sales department on 8 May and again on 12 May. Each time I was promised that a repairman would come within two days, but nobody has turned up so far. As a result, I have been washing clothes by hand for two weeks, and the leaking water has damaged the floor of my kitchen. According to your own warranty, any fault within thirty days should be repaired free of charge. I would therefore like a repairman to come to my home within three days, or a replacement if the machine cannot be fixed. I look forward to your prompt reply. Yours faithfully, Li Hua 题目8｜家具颜色尺寸不符 题目：假定你是李华，在某家具店订购一套沙发，送货后发现颜色与网图不符、宽度超出十厘米，无法放进客厅。请给家具店负责人写投诉信：1. 订单信息与问题；2. 两次送货的经过；3. 要求退货退款。 参考范文（155 词）： Dear Sir or Madam, I am writing to complain about the sofa I ordered from your furniture store on 15 April. Unfortunately, what was delivered to me was not what I had paid for. The colour of the sofa differs greatly from the picture on your website, and it is ten centimetres wider than the size I ordered, so it simply cannot fit into my living room. I contacted your delivery team at once, and a second sofa was sent on 20 April, but it had exactly the same problem. Twice your staff told me that a small difference was “normal”, which I find hard to accept. I would therefore like to return the sofa and receive a full refund of the 3,600 yuan I paid. I have kept all the delivery notes and photos of the sofa. I would appreciate it if you could arrange the collection within a week. Yours sincerely, Li Hua 题目9｜健身房私教课缩水 题目：假定你是李华，年初在某健身房办理年卡并购买二十节私教课，实际三次更换教练、课时被无故取消六次，要求退费被拒。请给健身房经理写投诉信：1. 消费情况与问题；2. 交涉经过；3. 要求退还未上课程的费用。 参考范文（146 词）： Dear Manager, I am writing to complain about the personal training course I purchased at your fitness centre at the beginning of this year. So far the service has fallen far short of what your sales staff promised. I paid 4,000 yuan for twenty sessions, yet my coach has been changed three times without notice, and six sessions were cancelled at the last minute. Each time I asked for a make-up class, I was told that the timetable was full. Last week I requested a refund for the sessions I have not attended, but your manager refused, saying that the money could not be returned. Since the contract states that unused sessions may be refunded, I would like the fees for the remaining eight sessions returned within ten days. Otherwise, I shall have no choice but to complain to the consumer association. Yours sincerely, Li Hua 题目10｜培训课程与承诺不符 题目：假定你是李华，报名某英语培训机构的雅思课程，开课后发现外教每月更换、每节课由 90 分钟缩为 60 分钟。请给机构负责人写投诉信：1. 报名与承诺；2. 实际情况；3. 要求退还差价或全额退费。 参考范文（147 词）： Dear Sir or Madam, I am writing to complain about the IELTS course I signed up for at your training centre in March. The course I received is quite different from what your advertisement promised. When I enrolled, your consultant assured me that the course would be taught by one experienced foreign teacher and that each lesson would last ninety minutes. In fact, the teacher has been changed every month, and each lesson now ends after sixty minutes. What is worse, three of the eight students in my class have already left for the same reason, which shows that this is not an individual case. I would therefore like either a refund of the difference in fees or a full refund, since the service does not match the terms in our agreement. I would appreciate it if you could reply within a week. Yours faithfully, Li Hua 题目11｜航班取消与行李延误 题目：假定你是李华，乘坐某航空公司航班时被告知航班临时取消且无人通知，改签后行李又延误两天才到。请给航空公司客服写投诉信：1. 航班与行李情况；2. 造成的影响；3. 要求赔偿与书面解释。 参考范文（145 词）： Dear Sir or Madam, I am writing to complain about the cancellation of my flight CA1234 on 6 July and the delay of my luggage afterwards. I arrived at the airport two hours early, only to be told at the counter that the flight had been cancelled, although I had received no message or email. I was rebooked onto a flight eight hours later, so the whole journey took fifteen hours instead of four, and I missed an important meeting in Shanghai. To make matters worse, my suitcase did not arrive with me and was delivered to my hotel two days later, with the lock broken. I would therefore like compensation for the delay and the damaged luggage, as well as a written explanation of why I was not informed in advance. I look forward to your reply within ten days. Yours faithfully, Li Hua 题目12｜学校食堂饭菜问题 题目：假定你是李华，近期学校食堂饭菜价格上涨、分量减少，且有同学反映餐具不洁。请给学校后勤负责人写投诉信（可署名为学生会）：1. 具体问题；2. 同学反映与影响；3. 建议与要求。 参考范文（150 词）： Dear Sir, I am writing on behalf of the Students' Union to complain about the food service in our school dining hall. Many students have reported problems that have seriously affected our daily life. To begin with, prices have risen by nearly twenty percent this term while the portions have become noticeably smaller. Besides, several students found stains on the bowls last week, and two of them had stomach trouble afterwards. What worries us most is that the queue now takes over twenty minutes, so many of us skip lunch and go to class hungry. Over fifty students have complained about it in our class group. We would therefore like the canteen to return to its former prices and portions, and to improve its cleaning procedures. We would appreciate it if you could look into this matter within a week and let us know your decision. Yours sincerely, Li Hua 题目13｜校园网络频繁断线 题目：假定你是李华，近期宿舍校园网每晚频繁断线，影响网课与资料查阅，报修后仅被告知“重启路由器”。请给学校网络服务中心写投诉信：1. 断线情况；2. 报修经过与影响；3. 要求彻底检修。 参考范文（150 词）： Dear Sir or Madam, I am writing to complain about the campus network in our dormitory building, which has broken down repeatedly over the past two weeks. Every evening between eight and eleven, the connection drops at least five times, and each time it takes about ten minutes to recover. Since most of our online courses and reading tasks are done at night, this has caused us great inconvenience. I reported the problem twice and was simply told to restart the router, which solved nothing at all. Three neighbours have reported the same trouble, so it is clearly not my own computer. I would therefore like your staff to check the equipment in Building 5 and to replace it if necessary. I would appreciate it if you could deal with this matter within three days, or we shall have to raise it with the school authorities. Yours faithfully, Li Hua 题目14｜网购球鞋疑似假货 题目：假定你是李华，在某电商店铺购买一双品牌篮球鞋，收货后发现鞋标模糊、走线粗糙，经专柜比对确认非正品，商家拒绝退款。请给店铺客服写投诉信：1. 购买与鉴定情况；2. 商家处理态度；3. 要求退款并说明将进一步维权。 参考范文（152 词）： Dear Sir or Madam, I am writing to complain about the basketball shoes I bought from your online shop on 8 June. I have good reason to believe that the pair I received is not genuine. The logo on the shoes is blurred, the stitching is rough, and the size label does not match the official format. I took the shoes to the brand's counter, where the staff confirmed that they were not authentic. When I asked for a refund, your customer service insisted that the shoes were “original” and refused to accept any evidence. I have kept the receipt and photos of the shoes. I would therefore like a full refund of the 899 yuan I paid, and I expect a written reply within three days. Otherwise, I shall report the matter to the platform and the consumer association, as selling counterfeit goods is against the law. Yours faithfully, Li Hua 题目15｜线上购票座位不符 题目：假定你是李华，在某平台购买两张演唱会门票，付款后出票座位与所选区域不符且相隔很远，客服称“系统随机出票”。请给平台客服写投诉信：1. 订单与座位问题；2. 客服回复与影响；3. 要求退票或调换座位。 参考范文（154 词）： Dear Sir or Madam, I am writing to complain about the concert tickets I purchased on your platform on 20 May. The seats I received are not what I chose when I paid. I selected two seats in Block A, side by side, and paid 1,200 yuan for them. However, the tickets issued to me are in Block C, more than thirty rows apart. When I contacted your customer service, I was told that the system issues tickets randomly and that nothing could be changed. As a result, my sister and I, who had been looking forward to this concert for months, will have to sit separately. I have kept the screenshot of my seat selection as evidence. I would therefore like either a change to the seats I selected or a full refund. I would appreciate it if you could settle this matter before the concert on 15 June. Yours faithfully, Li Hua 公司1 / 30 学科网（北京）股份有限公司 学科网（北京）股份有限公司 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $ 模板06 投诉信 01 题型解读 02 答题模板构建 03 满分词汇模板 04 满分句型模板 05 满分作文模板 06 知识迁移强化 【读者注意】 这本讲义按“考什么 → 怎么写 → 拿什么写 → 别写错 → 整篇模子 → 模子实战 → 通用技巧 → 限时训练”的顺序组织，共九个部分，每一部分都能单独取用，也能按序串成一条完整的备考链。 第一部分解决“考什么”，第二、三部分是骨架与素材，第四部分是可直接搬用的六十个句子，第五部分专治失分点，第六、七部分给出整篇模板与实战示范，第八部分是通用技巧与交卷前自检，第九部分是十五次限时训练。 表1　四条使用路线（按自身情况任选一条起步） 使用路线 适用对象 建议顺序 预期效果 一轮建骨架 基础一般、题型不熟的学生 第一部分 → 第二部分 → 第六部分模板 → 第九部分前 5 题 能独立写出三段、要点齐全的 100 词投诉信 二轮补素材 已能成篇、语言单薄的学生 第三部分词汇短语（每天 1 类） → 第四部分 60 句型 → 第七部分仿写 句子从“正确”升到“像样”，语言分进高档 考前纠错 冲刺阶段全体学生 第五部分 50 条避错 → 第八部分自检表 → 第九部分任意 3 题限时 15 分钟 避免低级错，稳定在二档以上 教师备课 任课教师、教研组 第六部分模板做板书 → 第七部分做讲评 → 第九部分做 15 次周测 一套可直接上课的专项训练包 投诉信属高考英语应用文的“书信体·问题解决类”文种，考的不是文采，而是能否把一件事说清楚、把诉求提明白。其命题特点可概括为六点。 （一）情境真实，身份明确 题目给出具体情境：在哪个网店买了什么、住了哪家酒店，并指定收信人——网店客服或酒店经理。学生须以消费者身份写信，语气是“受了委屈但保持体面”。身份一旦错位，如写成商家道歉信，内容分会被直接压低。 （二）要点提纲化，按点给分 题干多以三到四条中文提纲列任务：说明问题、陈述经过与影响、提出要求。评分按要点覆盖定档，漏一条即掉一档。因此“逐点落笔、一点一句”比写得漂亮更有效，提纲外的发挥只能加分，不能替分。 （三）语域要求“礼貌而坚定” 投诉信是“有分寸的抗争”：既不能辱骂、威胁、情绪化，也不能软弱到只写 I hope。高分文的共性是：用 complain about 点题，用 I would appreciate it if you could 提要求，用 Yours sincerely 收束，全程以 would、could 装进礼貌外壳。 （四）篇幅稳定在 80—100 词 字数空间只有 80—100 词，结构必须经济：三段、六到九句，一句一个功能，节奏是首段两句、中段三到四句、末段两三句。太长会挤占要点，太短则论证不足。 （五）时态与人称相对固定 陈述已发生的事实用过去时（I bought it last week），陈述现状与诉求用现在时（It still does not work），表示“至今未解决”用现在完成时（I have called three times）。人称以第一人称单数为主，指称商家用 your company。 company。 （六）评分四维一体 阅卷按要点、词汇语法、篇章衔接、格式语域四维定档：要点全但语法漏洞多，上不了高档；语言漂亮却漏掉“提要求”，同样掉档。这也解释了模板为何有效——它同时兜住结构、衔接与格式三项。 据此，正确路径是：先把“三段九句”骨架固化成肌肉记忆，再把词汇、句型、模板、避错、演练逐层嵌进骨架。骨架不稳，背再多高级词也只是散件。 表2　投诉信六要素与应对总览 命题要素 题目里的常见说法 考生要做的事 失分高发点 写信目的 “写一封投诉信”“表达你的不满” 首句点明 complain about + 对象 只描述不点题，首段读不出“投诉” 交易背景 “上周在某网店购买”“暑假参加了某旅行团” 时间 + 渠道 + 商品/服务，一句话交代 背景写成三段故事，浪费字数 核心问题 “发现……存在问题”“实际情况与宣传不符” 用名词和动词写具体缺陷 只写 very bad、not good 等空泛评价 影响后果 “给你带来不便”“影响了你的计划” 落到具体损失：误了面试、多花了钱 只说 inconvenient，缺事实支撑 诉求期限 “要求退款/换货”“希望尽快处理” 一个主诉求 + 一个期限 + 一句期待回复 没有明确诉求，第三段空转 语域身份 “假定你是李华”“写给客服/经理” 礼貌而坚定，称呼与落款配套 语气过激或过软，称呼落款不匹配 投诉信的正文只有三段，但三段职能完全不同：第一段“立事”，第二段“举证”，第三段“要账”。下面按“功能—句数—句型骨架—可替换词块—示范”五层拆开，每一层都可以直接搬到考场上。 【第一段：开门见山，立住“投诉谁、为什么”】 表3　第一段五层拆解 层次 操作要点 功能定位 用两句话完成三件事：点明写信目的（投诉）、交代交易背景（何时何地买了什么）、亮出核心问题。这一段不许出现背景铺陈和情绪宣泄，阅卷老师在前两句就要知道你在投诉什么。 句数控制 两句，最多三句。第一句点题，第二句交代事实。 句型骨架 ① I am writing to complain about + 名词（the poor quality of… / the delay in… / the service I received…）。② 背景句用 On 5 May I ordered… from your…, but… 或 Much to my disappointment, the… I bought… turned out to be…。 可替换词块 点题动词：complain about / express my dissatisfaction with / draw your attention to / report a problem with。背景名词：online store、local branch、travel agency、training centre、front desk。问题形容词：poor quality、faulty、damaged、far from satisfactory、contrary to your advertisement。 示范 I am writing to complain about the headphones I ordered from your online store last week. Much to my disappointment, the product I received was not what your advertisement had promised. 把上面五层压缩成一句口诀：第一段“我买了什么、结果怎样”，第二段“坏在哪、我怎么交涉、损失什么”，第三段“我要什么、多久给、不给怎么办”。 【第二段：分项举证，把事情说“看得见”】 表4　第二段五层拆解 层次 操作要点 功能定位 全信的重心。要用具体细节把问题“演”给阅卷人看：坏在哪、怎么坏的、我为此付出了什么代价。这一段决定内容分的上限。 句数控制 三到四句，每句一个信息点，按“问题一 → 问题二（递进）→ 经过（我做了什么）→ 影响（我损失了什么）”推进。 句型骨架 ① 问题句：The moment I opened the package, I found that… / On arrival, we were told that…。② 递进句：To make matters worse, … / What is worse, …。③ 经过句：I have called your hotline three times, but each time…。④ 影响句：It has caused me great inconvenience, for I had to… / As a result, I missed…。 可替换词块 细节证据：cracked screen、missing charger、stained sheets、cold food、wrong size、three days late。经过动词：called、wrote、waited、asked for、was told、was refused。影响表达：cause me great inconvenience、spoil my holiday、cost me an extra 300 yuan、affect my normal life、interfere with my work。 示范 The moment I opened the package, I found that the left earphone made no sound at all. To make matters worse, the charging cable was missing. I wrote to your service centre twice, but up to now I have received nothing except an automatic reply. 把上面五层压缩成一句口诀：第一段“我买了什么、结果怎样”，第二段“坏在哪、我怎么交涉、损失什么”，第三段“我要什么、多久给、不给怎么办”。 【第三段：明确诉求，给出期限与后果】 表5　第三段四层拆解 层次 操作要点 功能定位 把“我不满意”升级为“我要什么”。这一段必须可执行：诉求具体、期限明确、后果克制。缺了诉求句，前面的举证全部落空。 句数控制 两句到三句：一句诉求，一句期限或方式，一句期待回复（可选加一句后果）。 句型骨架 ① 诉求句：I would therefore like a full refund / a replacement of the same model / a free repair。② 期限句：I would appreciate it if you could arrange this within seven days。③ 后果句（慎用）：Otherwise, I shall have no choice but to report the matter to the consumer association。④ 收束句：I look forward to your early reply. / Your prompt attention would be greatly appreciated. 可替换词块 诉求：full refund、replacement、free repair、apology and compensation、a written explanation。期限：within three days、by Friday、as soon as possible、at your earliest convenience。后果：take legal action、complain to the authorities、turn to the consumer association、leave a public review。 示范 I would therefore like a full refund of the 399 yuan I paid. I would appreciate it if you could deal with this matter within seven days, or I shall have no choice but to turn to the consumer association. I look forward to your early reply. 把上面五层压缩成一句口诀：第一段“我买了什么、结果怎样”，第二段“坏在哪、我怎么交涉、损失什么”，第三段“我要什么、多久给、不给怎么办”。 【最后必须注意的六件事】 骨架搭好之后，决定分数的是下面六条细节。它们看似琐碎，却是二档与三档之间最常见的分界线。 1. 别把“背景”写成“故事”：第一段只需“何时、何地、买了什么”，不需要写“那天天气很好，我满怀期待地打开了包裹”。情境描写在投诉信里是无效字数。 2. 证据要“可核对”，不要“形容词堆砌”：写 the screen was cracked and the charger was missing，比写 the quality was very very bad 有力十倍。能用名词和动词说清的，就不要用形容词。 3. 影响要落到“我”身上：caused me great inconvenience 太虚，加上 for I had to cancel two meetings to wait for the repairman 就实了。一句具体损失胜过三句抱怨。 4. 诉求只能有一个主诉求：退款、换货、维修三选一作为主诉求，其余可作备选（or a replacement of the same model）。同时提三条要求，评卷人无法判断你的重点。 5. 后果句要有“台阶”：先用礼貌请求，再用 otherwise 提出升级措施，且升级措施止于“向消费者协会投诉、依法维权”，不写“告到你破产”“让全网都来骂你”。 6. 全程不出现辱骂与感叹号：never、terrible、cheat、rubbish 这类词要克制；一句话最多一个感叹号，正式的投诉信通常一个也不用。 【满分词汇模板】 本部分共 500 个单词与 300 个短语，全部按“英文—中文一对一”编排，一个英文只给一个最贴切的汉语义项，避免多义干扰记忆。单词按十个场景类目各 50 个排列，短语按十个语篇功能各 30 条排列，可以直接按类目安排背诵计划：每天一类，二十天完成一轮。 使用建议：单词先求“认得、会拼”，短语先求“会套”。背短语时不要孤立记，而要连同它在句子里的位置一起记——例如 I would appreciate it if you could 后面必须接从句，To make matters worse 后面必须接一个更糟的事实。 一、满分单词 500 个（十类 × 50） （一）投诉与抱怨核心动词（50 词） 表6　投诉与抱怨核心动词（50 词） 英文 中文 英文 中文 complain 投诉；抱怨 protest 抗议；反对 object 反对；不赞成 oppose 反对 reject 拒绝；驳回 refuse 拒绝 deny 否认；拒绝给予 demand 要求 request 请求 require 需要；要求 urge 敦促 insist 坚持 claim 声称；索赔 compensate 赔偿 refund 退款 return 退回 replace 更换 exchange 调换 repair 修理 fix 修理 resolve 解决 handle 处理 process 处理 investigate 调查 verify 核实 confirm 确认 explain 解释 apologize 道歉 inform 通知 notify 通知 remind 提醒 contact 联系 consult 咨询 negotiate 协商 communicate 沟通 respond 回复 reply 回复 ignore 忽视 delay 延误；推迟 postpone 推迟 cancel 取消 interrupt 中断 damage 损坏 spoil 破坏；毁坏 ruin 毁掉 affect 影响 cause 导致 suffer 遭受 tolerate 容忍 accept 接受 （二）服务与消费场景名词（50 词） 表7　服务与消费场景名词（50 词） 英文 中文 英文 中文 service 服务 consumer 消费者 customer 顾客 client 客户 purchase 购买；所购之物 product 产品 goods 商品 item 物品；商品 order 订单 receipt 收据 invoice 发票 contract 合同 agreement 协议 guarantee 保证；保修 warranty 保修 policy 政策；规定 regulation 规章 standard 标准 quality 质量 quantity 数量 price 价格 cost 费用；成本 fee 费用 charge 收费 discount 折扣 promotion 促销 advertisement 广告 advertising 广告业 brand 品牌 model 型号 package 包裹 packing 包装 shipment 货物；装运 delivery 递送 courier 快递员；快递公司 carrier 承运人 warehouse 仓库 store 商店 supermarket 超市 mall 商场 restaurant 餐厅 hotel 旅馆 agency 代理机构 manufacturer 制造商 supplier 供应商 retailer 零售商 staff 员工 manager 经理 supervisor 主管 department 部门 （三）质量与故障（50 词） 表8　质量与故障（50 词） 英文 中文 英文 中文 problem 问题 issue 问题；议题 trouble 麻烦 fault 过错；故障 defect 缺陷 flaw 瑕疵 error 错误 mistake 错误 shortcoming 缺点 broken 破损的 crack 裂缝 scratch 划痕 stain 污渍 leak 泄漏 rust 锈 deform 使变形 malfunction 故障 failure 故障；失败 accident 事故 incident 事件 case 案例 evidence 证据 proof 证据 photo 照片 screenshot 截图 record 记录 document 文件 certificate 证明 report 报告 complaint 投诉 appeal 申诉 dispute 纠纷 conflict 冲突 argument 争论 excuse 借口 reason 原因 explanation 解释 responsibility 责任 obligation 义务 right 权利 interest 利益 loss 损失 expense 花费 inconvenience 不便 injury 伤害 risk 风险 safety 安全 hygiene 卫生 sanitation 环境卫生 dirt 污物 （四）价格、付款与退款（50 词） 表9　价格、付款与退款（50 词） 英文 中文 英文 中文 afford 负担得起 costly 昂贵的 expensive 昂贵的 cheap 便宜的 reasonable 合理的 unreasonable 不合理的 overcharge 多收钱 undercharge 少收钱 bargain 讨价还价；便宜货 payment 付款 pay 支付 deposit 定金 balance 余额 total 总额 amount 金额 cash 现金 credit 信用；赊账 account 账户 transfer 转账 transaction 交易 budget 预算 value 价值 worth 价值 rate 费率 tax 税 insurance 保险 premium 保险费 penalty 罚款 fine 罚款 compensation 赔偿 reimbursement 报销 repayment 偿还 voucher 优惠券 coupon 优惠券 bill 账单 statement 结算单 installment 分期付款 loan 贷款 debt 债务 profit 利润 margin 利润空间 fund 资金 currency 货币 free 免费的 affordable 价格可承受的 economical 经济实惠的 pricey 价格高的 worthwhile 值得的 quotation 报价 estimate 估价 （五）物流与配送（50 词） 表10　物流与配送（50 词） 英文 中文 英文 中文 deliver 递送 dispatch 发货 ship 运送 transport 运输 pack 包装 wrap 包裹 parcel 包裹 box 箱子 carton 纸箱 track 追踪 tracking 追踪 arrive 到达 arrival 到达 destination 目的地 address 地址 postcode 邮编 route 路线 distance 距离 late 迟的 early 早的 punctual 准时的 prompt 迅速的 swift 快速的 slow 缓慢的 fast 快的 speed 速度 schedule 日程安排 timetable 时刻表 deadline 截止日期 duration 持续时间 period 时期 interval 间隔 weekday 工作日 weekend 周末 holiday 假日 festival 节日 season 季节 weather 天气 storm 暴风雨 flood 洪水 traffic 交通 congestion 拥堵 emergency 紧急情况 urgent 紧急的 immediate 立即的 priority 优先 queue 排队 convey 运送 load 装载 unload 卸货 （六）售后沟通与处理（50 词） 表11　售后沟通与处理（50 词） 英文 中文 英文 中文 follow-up 跟进 feedback 反馈 response 回应 answer 答复 solution 解决方案 settlement 解决；和解 arrangement 安排 alternative 替代方案 option 选择 choice 选择 decision 决定 approval 批准 permission 许可 authorization 授权 signature 签名 commitment 承诺 promise 承诺 assurance 保证 attitude 态度 manner 方式；态度 politeness 礼貌 courtesy 礼貌 patience 耐心 tolerance 宽容 understanding 理解 cooperation 合作 support 支持 assistance 帮助 help 帮助 advice 建议 suggestion 建议 recommendation 推荐 instruction 说明 guideline 指南 procedure 程序 step 步骤 method 方法 approach 方法 measure 措施 rule 规则 term 条款 condition 条件 clause 条款 appendix 附录 negotiation 协商 communication 沟通 correspondence 通信 inquiry 询问 consultation 咨询 confirmation 确认 （七）旅游、住宿与餐饮（50 词） 表12　旅游、住宿与餐饮（50 词） 英文 中文 英文 中文 room 房间 suite 套房 lobby 大厅 reception 前台 receptionist 接待员 check-in 入住 booking 预订 reservation 预订 reserve 预订 accommodate 容纳；提供住宿 guest 客人 visitor 访客 tourist 游客 traveler 旅行者 tour 旅行 journey 旅程 trip 旅行 flight 航班 airline 航空公司 airport 机场 station 车站 train 火车 coach 长途客车 taxi 出租车 luggage 行李 baggage 行李 suitcase 手提箱 passport 护照 visa 签证 ticket 票 fare 票价 itinerary 行程 guide 导游 attraction 景点 scenery 风景 view 景观 sightseeing 观光 meal 一餐 dish 菜肴 menu 菜单 cuisine 菜肴；烹饪 taste 味道 flavor 风味 ingredient 配料 cleanliness 清洁 comfort 舒适 facility 设施 equipment 设备 rating 评分 review 评论 （八）网络与数码产品（50 词） 表13　网络与数码产品（50 词） 英文 中文 英文 中文 device 设备 smartphone 智能手机 mobile 手机 phone 电话 computer 电脑 laptop 笔记本电脑 tablet 平板电脑 screen 屏幕 battery 电池 charger 充电器 cable 数据线 keyboard 键盘 mouse 鼠标 headphone 耳机 camera 相机 software 软件 hardware 硬件 system 系统 network 网络 signal 信号 connection 连接 install 安装 download 下载 update 更新 upgrade 升级 version 版本 function 功能 feature 特点；功能 data 数据 file 文件 folder 文件夹 password 密码 login 登录 register 注册 firmware 固件 compatibility 兼容性 performance 性能 capacity 容量 storage 存储 memory 内存 processor 处理器 display 显示 resolution 分辨率 pixel 像素 wireless 无线的 bluetooth 蓝牙 application 应用程序 platform 平台 website 网站 browser 浏览器 （九）评价类形容词与副词（50 词） 表14　评价类形容词与副词（50 词） 英文 中文 英文 中文 disappointed 失望的 disappointing 令人失望的 satisfied 满意的 satisfactory 令人满意的 dissatisfied 不满的 unsatisfactory 令人不满的 frustrated 沮丧的 annoyed 恼火的 angry 生气的 upset 心烦的 regretful 遗憾的 sorry 抱歉的 embarrassed 尴尬的 confused 困惑的 shocked 震惊的 surprised 惊讶的 unacceptable 不可接受的 intolerable 无法容忍的 inadequate 不充分的 insufficient 不足的 inferior 劣质的 superior 优良的 faulty 有故障的 defective 有缺陷的 damaged 受损的 worn 磨损的 used 二手的 genuine 真正的 fake 假的 counterfeit 假冒的 original 原装的 reliable 可靠的 unreliable 不可靠的 responsible 有责任的 irresponsible 不负责任的 serious 严重的 severe 严重的 slight 轻微的 minor 次要的 major 主要的 frequent 频繁的 occasional 偶尔的 repeated 反复的 constant 不断的 sudden 突然的 extremely 极其 considerably 相当大地 particularly 特别地 entirely 完全地 hardly 几乎不 （十）书信与公文高频词（50 词） 表15　书信与公文高频词（50 词） 英文 中文 英文 中文 dear 亲爱的 sincerely 真诚地 faithfully 忠诚地 respectfully 恭敬地 cordially 诚挚地 regards 问候 enclosed 随信附上 attachment 附件 reference 参考；提及 subject 主题 heading 标题 date 日期 receiver 收信人 sender 发信人 recipient 收件人 purpose 目的 intention 意图 content 内容 detail 细节 summary 摘要 conclusion 结论 introduction 介绍 paragraph 段落 sentence 句子 expression 表达 tone 语气 style 风格 format 格式 formal 正式的 informal 非正式的 polite 礼貌的 friendly 友好的 respectful 尊敬的 appropriate 恰当的 clear 清楚的 concise 简洁的 brief 简短的 specific 具体的 accurate 准确的 logical 有逻辑的 coherent 连贯的 fluent 流利的 grammar 语法 vocabulary 词汇 spelling 拼写 punctuation 标点 editing 编辑 acknowledge 承认；确认收到 gratitude 感激 courteous 有礼貌的 二、满分短语 300 个（十类 × 30） （一）开头引入（30 条） 表16　开头引入（30 条） 英文短语 中文 英文短语 中文 I am writing to complain about 我写信投诉…… I am writing to express my dissatisfaction with 我写信表达对……的不满 I am writing to draw your attention to 我写信提请你注意…… I regret to inform you that 很遗憾地通知你…… I am sorry to trouble you, but 不好意思打扰你，但是…… To my great disappointment 令我非常失望的是 Much to my regret 令我十分遗憾的是 I feel obliged to write to you about 我觉得有必要就……给你写信 I would like to bring to your notice 我想提请你注意…… I am writing in connection with 我写信是关于…… With reference to your advertisement 关于你们的广告 According to the contract 根据合同 As is stated in your promise 正如你们所承诺的 As we agreed last week 正如我们上周商定的 On 5 May I purchased 五月五日我购买了…… Last week I ordered 上周我订购了…… I recently bought 我最近买了…… Unfortunately 不幸的是 To be frank 坦率地说 Frankly speaking 老实说 Honestly speaking 说实话 As a regular customer 作为老顾客 As one of your loyal customers 作为你们的忠实顾客之一 Having used your product for years 使用你们的产品多年 This is the first time I have written to complain 这是我第一次写信投诉 I have no choice but to write to you 我别无选择只好给你写信 I am afraid I have to complain about 恐怕我不得不投诉…… There is something wrong with ……有问题 I would appreciate it if you could look into the matter 如果你能调查此事，我将不胜感激 I am writing to report a problem with 我写信反映……的问题 （二）陈述事实（30 条） 表17　陈述事实（30 条） 英文短语 中文 英文短语 中文 on arrival 到达时 upon delivery 一送达 when I opened the package 当我打开包裹时 to my surprise 令我惊讶的是 beyond my expectation 出乎我意料 contrary to what was advertised 与广告宣传相反 as described in the instructions 如说明书所述 in the first place 首先 to begin with 首先 first of all 首先 what is worse 更糟的是 worse still 更糟的是 to make matters worse 使事情更糟的是 on top of that 除此之外 in addition 此外 moreover 而且 furthermore 此外 meanwhile 与此同时 at the same time 同时 as a result 结果 as a consequence 因此 therefore 因此 consequently 因而 because of this 由于这一点 due to 由于 owing to 由于 in fact 事实上 actually 实际上 in reality 实际上 as a matter of fact 事实上 （三）描述问题与质量（30 条） 表18　描述问题与质量（30 条） 英文短语 中文 英文短语 中文 be of poor quality 质量差 be below the standard 低于标准 fail to work properly 无法正常工作 stop working 停止工作 break down 出故障 fall apart 散架；破裂 be out of order 出故障 be damaged in transit 运输中损坏 be scratched 有划痕 be stained 有污渍 be leaking 在漏水 be missing 缺失 be incomplete 不完整 be the wrong size 尺寸不对 be the wrong colour 颜色不对 differ from the sample 与样品不符 differ from the description 与描述不符 not match the picture 与图片不符 not live up to my expectations 没有达到我的期望 be far from satisfactory 远不能令人满意 leave much to be desired 有很多不足之处 be a great disappointment 令人大失所望 cause me great inconvenience 给我带来极大不便 cause me much trouble 给我造成很多麻烦 put me to great inconvenience 给我造成很大不便 bring about serious losses 造成严重损失 result in a loss of 导致……的损失 affect my normal life 影响我的正常生活 interfere with my work 妨碍我的工作 spoil my holiday 破坏我的假期 （四）表达不满与态度（30 条） 表19　表达不满与态度（30 条） 英文短语 中文 英文短语 中文 I am extremely dissatisfied with 我对……极其不满 I am rather disappointed at 我对……相当失望 I am not at all satisfied with 我一点也不满意…… I find it hard to accept 我难以接受 I can hardly believe 我几乎不能相信 I was shocked to find 我震惊地发现 I was annoyed to discover 我恼火地发现 It is quite unacceptable 这完全不可接受 It is simply intolerable 这简直无法容忍 This is far from what I expected 这与我的期望相差甚远 This is not what I paid for 这不是我所付钱购买的东西 I have never experienced such poor service 我从未遇到过这么差的服务 Such careless work is disappointing 如此粗心的做法令人失望 I must say I am rather upset 我必须说我相当不快 I feel it my duty to point out 我觉得有责任指出 I have to point out that 我不得不指出 I cannot help complaining about 我忍不住要投诉…… It has caused me no small trouble 它给我带来了不小的麻烦 Words cannot describe my disappointment 言语无法形容我的失望 I am writing to express my strong dissatisfaction 我写信表达我强烈的不满 I must draw your attention to 我必须提请你注意…… I am afraid this is not the first time 恐怕这不是第一次 This is the third time I have complained 这是我第三次投诉 time and again 一再 again and again 一再 over and over again 一遍又一遍 not once 一次也没有 never before 从未如此 what is most annoying 最令人恼火的是 I was deeply upset by ……令我深感不快 （五）提出要求（30 条） 表20　提出要求（30 条） 英文短语 中文 英文短语 中文 I would like you to 我希望你…… I would rather you 我宁愿你…… I should be grateful if you would 如果你能……我将感激 I would appreciate it if you could 如果你能……我将不胜感激 I am writing to ask you to 我写信请求你…… I would like to request 我想请求…… It is my sincere hope that 我真诚希望…… I do hope that 我确实希望…… I sincerely hope that 我真诚希望…… Would you please 请你……好吗 Could you please 你能……吗 Please kindly 请…… Please see to it that 请务必确保…… Please make sure that 请确保…… Please take immediate action 请立即采取行动 I expect you to 我期望你…… I expect a full refund 我要求全额退款 I demand a replacement 我要求更换 I insist on a full refund 我坚持要求全额退款 I am entitled to 我有权…… I have the right to 我有权…… as promised 如所承诺 without delay 立即；不拖延 as soon as possible 尽快 at your earliest convenience 尽早 within three days 三天之内 by the end of this week 本周内 no later than Friday 不迟于周五 in the shortest possible time 在最短时间内 I would be grateful if you could arrange 如你能安排……我将不胜感激 （六）期望与后果（30 条） 表21　期望与后果（30 条） 英文短语 中文 英文短语 中文 otherwise 否则 or else 否则 failing which 否则 if not 如果不 unless 除非 in that case 那样的话 should you fail to 如果你未能…… unless you take action 除非你采取行动 I will be forced to 我将不得不…… I shall have no choice but to 我将别无选择只能…… take legal action 采取法律行动 report the matter to 向……反映此事 complain to the authorities 向有关部门投诉 turn to the consumer association 求助消费者协会 make a formal complaint 正式投诉 seek compensation 要求赔偿 claim a refund 要求退款 ask for a replacement 要求更换 reserve the right to 保留……的权利 hold you responsible for 要求你为……负责 bear the loss 承担损失 at your own expense 由你方承担费用 at your cost 由你承担费用 in accordance with the law 依法 to protect my rights 维护我的权利 to safeguard my interest 维护我的利益 as a last resort 作为最后手段 I look forward to your early reply 期待你早日回复 I am looking forward to hearing from you soon 期待尽快收到你的回复 I hope this matter will not happen again 希望此事不再发生 （七）礼貌与缓和（30 条） 表22　礼貌与缓和（30 条） 英文短语 中文 英文短语 中文 I am afraid 恐怕 I am sorry to say 很遗憾地说 with all due respect 恕我直言 if I may say so 如果我可以这么说 if you do not mind 如果你不介意 I wonder if 我想知道是否…… I was wondering whether 我在想是否…… would you be so kind as to 能否劳驾你…… I hope you will forgive me for 希望你能原谅我…… I do not mean to complain 我并非有意抱怨 it is not my intention to 我无意…… I have no intention of 我无意…… far be it from me to 我绝不想…… in a friendly way 以友好的方式 in a polite manner 以礼貌的方式 to be fair 公平地说 to be honest 老实说 after all 毕竟 at any rate 无论如何 in any case 无论如何 more or less 或多或少 to some extent 在某种程度上 in a sense 在某种意义上 as you may know 你可能知道 as you are aware 如你所知 as we all know 众所周知 needless to say 不用说 let alone 更不用说 not to mention 更不用说 I fully understand that 我完全理解…… （八）时间与频率（30 条） 表23　时间与频率（30 条） 英文短语 中文 英文短语 中文 the other day 前几天 a few days ago 几天前 last Monday 上周一 the following morning 第二天早上 shortly afterwards 不久之后 soon after 之后不久 ever since 自从那时起 so far 到目前为止 up to now 到目前为止 until now 直到现在 from then on 从那时起 in the meantime 在此期间 for the time being 暂时 at present 目前 at the moment 此刻 nowadays 如今 these days 近来 recently 最近 lately 最近 frequently 频繁地 occasionally 偶尔 from time to time 不时地 once in a while 偶尔 every now and then 时常 day after day 日复一日 week after week 一周又一周 all the time 一直 around the clock 昼夜不停 on time 准时 in time 及时 （九）因果与逻辑（30 条） 表24　因果与逻辑（30 条） 英文短语 中文 英文短语 中文 because of 因为 thanks to 多亏 in view of 鉴于 considering that 考虑到 given that 鉴于 on account of 由于 for this reason 为此 for one thing 一方面 for another 另一方面 on the one hand 一方面 on the other hand 另一方面 in other words 换句话说 that is to say 也就是说 in brief 简言之 in short 简而言之 to sum up 总而言之 in conclusion 总之 all in all 总之 above all 最重要的是 first and foremost 首要的是 last but not least 最后但同样重要的是 what matters most 最重要的是 as far as I am concerned 就我而言 so far as I know 据我所知 in my opinion 依我看 from my point of view 从我的观点看 personally speaking 就个人而言 to my mind 在我看来 beyond question 毫无疑问 which explains why 这就解释了为什么 （十）结尾套语（30 条） 表25　结尾套语（30 条） 英文短语 中文 英文短语 中文 I look forward to your prompt reply 期待你及时回复 I am looking forward to your reply 期待你的回复 I hope to hear from you soon 希望尽快收到你的回复 I would be grateful for a reply 如蒙回复我将不胜感激 Thank you in advance 提前感谢 Thank you for your attention 感谢你的关注 Thank you for your time 感谢你抽出时间 I appreciate your help 感谢你的帮助 I do appreciate your early reply 非常感谢你早日回复 Your prompt attention to this matter would be appreciated 如你能及时处理此事，我将不胜感激 I trust you will deal with it promptly 相信你会及时处理 I am confident that you will 我确信你会…… I hope this matter can be settled 希望此事能得到解决 I hope we can resolve this matter 希望我们能解决此事 I look forward to a satisfactory solution 期待一个令人满意的解决方案 I expect to receive your answer 我期待收到你的答复 Please let me know 请告知我 Please keep me informed 请随时告知我 Should you need further information 如果你需要更多信息 If you need any further details 如果你需要更多细节 please do not hesitate to contact me 请随时与我联系 You may reach me at 你可以通过……联系我 I can be contacted at 可通过……联系我 enclosed please find 随信附上…… please find enclosed 请查收附件 for your reference 供你参考 at your convenience 在你方便时 I sincerely apologize for any inconvenience 对由此带来的任何不便，我真诚道歉 Once again, I apologize 再次表示歉意 Yours faithfully 你忠实的（不知对方姓名时用） 【满分句型模板】 下面六十个句子按“凤头—猪肚—豹尾”三段分列，每句都给出译文与一句用法提示。它们不是用来整段背诵的，而是用来“拆件替换”的：把句中的名词、时间、金额换成本题情境，句子立刻归你所有。 背诵顺序建议：先背开篇十句（保证第一段不跑题），再背中间的影响句与经过句（保证第二段有内容），最后背结尾的诉求句与期限句（保证第三段有落点）。 开篇亮“凤头” 表26　开篇 20 句：点题 + 背景 + 立场 序 句型 译文 用法提示 1 I am writing to complain about the poor quality of the laptop I bought from your online store last week. 我写信投诉上周在你们网店买的笔记本电脑质量很差。 最稳的开篇句：complain about + 名词，后面接定语从句补充背景。 2 I regret to inform you that the washing machine I ordered on 12 June arrived with a cracked door. 很遗憾地通知你，我 6 月 12 日订购的洗衣机送到时门是裂的。 regret to inform you that 用于“坏消息”，比 I am sorry 更正式。 3 I am writing to express my dissatisfaction with the service I received at your hotel during my stay. 我写信表达对住宿期间贵酒店服务的不满。 dissatisfaction with + 名词，适用于服务类投诉。 4 Much to my disappointment, the tour I booked through your agency turned out to be far from what was advertised. 令我非常失望的是，通过你们旅行社订的行程与广告宣传相差甚远。 Much to my disappointment 置句首，倒装式情绪句，比 I am disappointed 高级。 5 I have been a loyal customer of your shop for five years, but this is the first time I have written to complain. 我光顾你们店五年了，但这是我第一次写信投诉。 “老顾客 + 第一次投诉”是软化语气又施压的经典组合。 6 I am afraid I have to draw your attention to a serious problem with the headphones delivered to me yesterday. 恐怕我不得不提请你注意昨天送到我手上的耳机存在严重问题。 draw your attention to 是“提请注意”的正式表达。 7 To my great regret, the food we ordered at your restaurant last Saturday was cold and tasted stale. 令我十分遗憾的是，上周六在你们餐厅点的菜是凉的，而且尝起来不新鲜。 tasted stale 用系动词 + 形容词，具体可感。 8 I am writing to report a problem with the English course I signed up for at your training centre. 我写信反映我在你们培训中心报的英语课程的问题。 report a problem with 适合“服务未兑现”类投诉。 9 As a regular customer of your supermarket, I feel obliged to point out a mistake in my bill. 作为你们超市的老顾客，我觉得有责任指出账单上的一处错误。 feel obliged to point out 礼貌而不失立场。 10 I would like to bring to your notice the delay in delivering my parcel, which should have arrived three days ago. 我想提请你注意我的包裹延误一事，它三天前就该到了。 bring to your notice + 名词，后接非限制性定语从句。 11 It is with great disappointment that I write to you about the air ticket your agency booked for me. 我怀着极大的失望就你们旅行社为我订的机票一事写信。 It is with… that… 强调句型，适合正式投诉。 12 I am writing in connection with the faulty battery of the smartphone I purchased from your store. 我写信是关于在你们店买的智能手机电池故障一事。 in connection with 比 about 更书面。 13 Contrary to what your advertisement promised, the furniture I received is the wrong size. 与我收到的家具和你们广告承诺的相反，尺寸不对。 Contrary to what… 直接指向“虚假宣传”，是最有力的开篇之一。 14 I ordered a set of books from your website on 3 March, but the parcel I opened contained the wrong titles. 我 3 月 3 日在你们网站订了一套书，但打开包裹发现发错了书目。 but 引出反差，一句话完成“背景 + 问题”。 15 I am sorry to trouble you, but I really have no choice but to complain about the noise from the room next door. 不好意思打扰你，但我实在别无选择，只能投诉隔壁房间的噪音。 have no choice but to 表达“不得已”，增强说服力。 16 Words cannot describe my disappointment at the service I received in your fitness centre. 言语无法形容我对你们健身中心服务的失望。 Words cannot describe… 情绪句，仅用于问题确实严重时。 17 What I experienced last weekend at your hotel, I am sorry to say, was far from satisfactory. 恕我直言，上周末在贵酒店的遭遇远不能令人满意。 插入语 I am sorry to say 让批评更委婉。 18 This is the third time I have complained about the late delivery of my orders, and nothing has changed. 这是我第三次投诉订单延迟送达，而情况毫无改变。 “第三次投诉 + 毫无改变”适合反复发生的服务问题。 19 Having used your products for years, I was shocked to find that the new model stopped working after two days. 使用你们的产品多年，我震惊地发现这款新机型两天后就坏了。 Having done 分词状语，体现“老用户”的身份优势。 20 I am writing to express my strong dissatisfaction with the way your staff handled my complaint last Friday. 我写信表达对上周五贵店员工处理我投诉的方式的强烈不满。 dissatisfaction with the way + 从句，指向“态度与流程”。 中间有“猪肚” 表27　中间 20 句：问题 + 经过 + 影响 序 句型 译文 用法提示 1 The moment I opened the package, I found that the screen was scratched and the charger was missing. 我一打开包裹就发现屏幕有划痕，充电器也不见了。 The moment… 时间状语从句，制造“现场感”。 2 On arrival at the hotel, we were told that the room we had booked had been given to another guest. 一到酒店我们就被告知，我们订的房间已经给了别的客人。 On arrival 后接被动句，交代“承诺未兑现”。 3 The tour guide took us to only two of the five attractions listed in the itinerary. 导游只带我们去了行程单上五个景点中的两个。 用数字对比（five vs two）制造可核实的证据。 4 Although the meal was advertised as fresh seafood, what we got was frozen fish and cold rice. 尽管广告说是新鲜海鲜，我们吃到的却是冻鱼和冷饭。 Although… what we got was… 对比结构，突出“货不对板”。 5 What is worse, the machine began to leak water all over the kitchen floor. 更糟的是，机器开始漏水，弄得厨房地板到处都是。 What is worse 是 To make matters worse 的轻量版。 6 To make matters worse, nobody answered my calls for three days. 更糟的是，三天里没有人接我的电话。 for three days 把“冷处理”量化。 7 I have called your hotline five times, but each time I was asked to wait and then cut off. 我打了五次客服热线，但每次都被要求等待，然后被挂断。 现在完成时 + but 转折，强调“我尽力了”。 8 The colour of the sofa differs greatly from the picture on your website, and it is ten centimetres wider than the size I ordered. 沙发的颜色与你们网站上的图片差别很大，而且比我订的尺寸宽了十厘米。 differ from + 具体数据，双重证据最有说服力。 9 It has caused me no small trouble, for I had to cancel two important meetings to wait for the repairman. 这给我带来不小的麻烦，因为我不得不取消两个重要会议来等维修工。 no small trouble 是“双重否定式强调”，比 great trouble 更地道。 10 Such careless packing, in my opinion, is quite unacceptable for a company of your size. 在我看来，对你们这样规模的公司，如此粗糙的包装完全不可接受。 插入语 in my opinion 缓冲批评力度。 11 According to your own warranty, any fault within thirty days should be repaired free of charge. 按照你们自己的保修条款，三十天内的任何故障都应免费维修。 According to your own… 用对方规则反击，最有力的举证方式。 12 I have kept the receipt, the delivery note and photos of the damage, which I can send to you if necessary. 我保留了收据、送货单和损坏照片，必要时可以发给你们。 虚拟条件 if necessary 暗示“我已准备好维权”。 13 What is most annoying is that your staff kept telling me that the problem was caused by my own misuse. 最令人恼火的是，你们的员工一直说问题是我自己使用不当造成的。 What is most annoying is that… 主语从句，突出“推诿”。 14 The delay has not only spoiled my holiday but also cost me an extra 300 yuan for a night in another hotel. 这次延误不仅毁了我的假期，还让我多花了 300 元住另一家酒店。 not only… but also… 双层损失，内容分最容易拿。 15 I fully understand that mistakes happen, but I find it hard to accept such an irresponsible attitude. 我完全理解失误难免，但我很难接受这种不负责任的态度。 先让步再批评，语域得体，适合“态度类”投诉。 16 In addition, the room was so dirty that we had to ask for clean sheets twice. 此外，房间脏到我们不得不两次要求更换干净床单。 so… that… 结果句，把“脏”变成可验证的行为。 17 As a result, I was late for the interview and lost the chance I had been preparing for months. 结果我面试迟到，失去了准备数月的机会。 定语从句省略 that，收尾有分量。 18 What worries me most is that the same problem may happen again to other customers. 最让我担心的是，同样的问题可能再次发生在其他顾客身上。 把个人投诉上升为公共问题，格局更大。 19 Time and again I have asked for an explanation, yet up to now I have received nothing but excuses. 我一再要求一个解释，可至今得到的只有借口。 nothing but 强调“毫无实质回应”。 20 This is far from what I expected when I paid 2,000 yuan for what you described as a premium product. 这与我花两千元买你们所谓高端产品时的期待相差甚远。 what you described as… 精准回击“宣传用语”。 结尾有“豹尾” 表28　结尾 20 句：诉求 + 期限 + 收束 序 句型 译文 用法提示 1 I would therefore be grateful if you could give me a full refund as soon as possible. 因此，如你能尽快全额退款，我将不胜感激。 最通用的诉求句，therefore 承接上文。 2 I expect a replacement of the same model, delivered within seven days. 我要求更换同型号产品，并在七天内送达。 expect + 名词 + 过去分词，诉求与期限一句说完。 3 I would appreciate it if you could arrange for a repairman to come to my home this week. 如你能安排维修工本周上门，我将不胜感激。 appreciate it if 中的 it 不可省，是阅卷高频点。 4 Please look into this matter and let me know your decision by Friday. 请调查此事，并在周五前告知你的决定。 look into + let me know，双动词祈使句，简洁有力。 5 I hope you will take immediate action to improve the service, or I shall have no choice but to complain to the consumer association. 希望你们立即采取行动改进服务，否则我只好向消费者协会投诉。 先希望后施压，or 引出升级措施。 6 I trust that you will deal with this matter promptly and that no similar problem will happen again. 我相信你会及时处理此事，也不会再发生类似问题。 两个 that 宾语从句并列，语气坚定而礼貌。 7 Should you need further information, please do not hesitate to contact me at 138-1234-5678. 如需更多信息，请随时拨打 138-1234-5678 与我联系。 Should you… 倒装条件句，正式度高。 8 I have enclosed copies of the receipt and the photos for your reference. 随信附上收据复印件和照片，供你参考。 证据句，几乎适用于所有投诉信。 9 I sincerely hope that we can settle this matter in a friendly way. 我真诚希望我们能友好地解决此事。 软化句，用在施压之后作“台阶”。 10 I look forward to a satisfactory solution and to hearing from you soon. 我期待一个令人满意的解决方案，并期待尽快收到你的回复。 look forward to + 名词/动名词并列，注意 to 是介词。 11 Once again, I apologize for any inconvenience my complaint may cause you, but I do hope you understand my position. 再次为我的投诉可能给你带来的不便致歉，但确实希望你能理解我的处境。 道歉 + but 转折，礼貌而不退让。 12 I am confident that a company with your reputation will give this matter the attention it deserves. 我相信像你们这样有声誉的公司会给予此事应有的重视。 用“声誉”反将一军，比威胁更高级。 13 Thank you for your time, and I look forward to your early reply. 感谢你抽出时间，期待早日回复。 最安全的双句收尾。 14 Unless I hear from you within three days, I will be forced to report the matter to the local authorities. 除非三天内收到你的答复，否则我只好向当地有关部门反映。 Unless 条件句 + 被动升级，语气克制。 15 I would rather settle the problem quietly than take further steps, so I hope you will act without delay. 我宁愿低调解决，也不愿进一步追究，所以希望你们立即行动。 would rather… than… 展示“我本可更强硬”。 16 Your prompt attention to this matter would be greatly appreciated. 如你能及时处理此事，我将不胜感激。 名词化主语，书面感强，适合结尾。 17 I do hope this is the last time I have to write to you about the same problem. 我确实希望这是我最后一次就同一问题给你们写信。 do 强调，暗含“别再犯”。 18 I am returning the faulty item with this letter and would like my money back in full. 我随信退回这件有故障的商品，并要求全额退款。 退货 + 退款一句完成，行动明确。 19 Please keep me informed of what you decide to do, at your earliest convenience. 请尽早告知我你们的处理决定。 keep me informed of + 从句，礼貌追踪。 20 Yours sincerely, 你真诚的（知道收信人姓名时用）。 落款敬语：知姓名用 sincerely，不知姓名用 faithfully。 【高频避错清单】 下面五十条全部来自真实习作中的高频错误，按“错例—正例—原因”三列对照。建议的使用方式是：先自己改一遍，再对照，把改错的那几条抄进错题本；第二次复习时只看“错例”一列，能立刻说出正例即算过关。 其中前十二条几乎每篇都会出现，属于“必查项”；后三十八条多为搭配、时态与语域问题，属于“提档项”。 表29　50 条高频错误对照表 序 错误表达 正确表达 原因与要点 1 I am writing to complain the quality of your product. I am writing to complain about the quality of your product. complain 是不及物动词，必须接 about / of，这是最高频错误。 2 I very like the design of this model. I like the design of this model very much. very 不能直接修饰动词，要用 very much 或 really。 3 I bought it in last week. I bought it last week. last week、next month 等时间状语前不加介词 in / on。 4 The machine has many problems, such as it is broken. The machine has many problems, such as a broken screen. such as 后接名词或短语，不接完整句子。 5 I hope you can give me a answer soon. I hope you can give me an answer soon. answer 以元音音素开头，用 an。 6 I want you refund me the money. I would like you to refund me the money. want sb do 结构错误；且投诉信宜用 I would like。 7 Please reply me as soon as possible. Please reply to me as soon as possible. reply 不及物，接宾语要用 reply to。 8 I am sorry to interrupt you, but I have a problem. I am sorry to trouble you, but I have a problem. interrupt 指打断说话，书面投诉用 trouble 更贴切。 9 I very disappointed with the service. I was very disappointed with the service. 形容词作谓语必须加系动词 be。 10 There have a problem with my order. There is a problem with my order. there be 句型不能与 have 混用，且就近用 is。 11 It made me very angry and inconvenient. It caused me great inconvenience. inconvenient 是形容词，不能作宾语补足语；名词形式是 inconvenience。 12 If you don't reply me, I will go to court. Unless I hear from you, I may take legal action. 口语化威胁不得体，且 reply 需加 to；改用 unless + 法律用语。 13 The quality is not good as the advertisement says. The quality is not as good as the advertisement says. 同级比较用 not as… as，不能漏第一个 as。 14 I bought a pair of shoe last month. I bought a pair of shoes last month. a pair of 后接复数名词。 15 Your service make me disappointing. Your service made me disappointed. 主语单数用 makes；disappointing 修饰物，人用 disappointed。 16 The goods was damaged when it arrived. The goods were damaged when they arrived. goods 为复数名词，谓语与代词都要用复数。 17 I have received the parcel at last week. I received the parcel last week. 现在完成时不能与明确的过去时间状语连用。 18 Please give me a satisfactory answer as soon as possibly. Please give me a satisfactory answer as soon as possible. 固定短语是 as soon as possible。 19 I am looking forward to hear from you. I am looking forward to hearing from you. look forward to 中 to 是介词，后接动名词。 20 I write to you for complain about the delay. I am writing to complain about the delay. 介词 for 后不能接动词原形；目的用 to do。 21 It is the first time I write to your company. It is the first time I have written to your company. It is the first time 后接现在完成时。 22 The problem is because of your carelessness. The problem results from your carelessness. is because of 冗余，应直接用 result from 或 be caused by。 23 I would appreciate if you can solve the problem. I would appreciate it if you could solve the problem. appreciate 后必须带 it；if 从句用 could 更委婉。 24 Although the price is low, but the quality is poor. Although the price is low, the quality is poor. although 与 but 不能同时使用。 25 The price is too expensive for me. The price is too high for me. price 与 high / low 搭配，expensive 修饰商品。 26 I spent 200 yuan to buy the ticket. I spent 200 yuan on the ticket. spend money on sth. 是固定搭配。 27 Your company should be responsibility for the damage. Your company should be responsible for the damage. be 后接形容词 responsible，不是名词。 28 I hope you can solve this problem and reply me. I hope you can solve this problem and reply to me. 并列结构中 reply 仍需介词 to。 29 Look forward to your reply. I look forward to your reply. 缺主语，不成句。 30 I am Li Hua, a student from Class 3, and I write to complain. I am writing to complain about… 投诉信开头不必自我介绍身份，浪费字数且偏离要点。 31 Yours faithfully is used when you know the name. Yours sincerely is used when you know the name. 知姓名用 sincerely，不知姓名用 faithfully，方向常被写反。 32 Best wishes, Li Hua Yours sincerely, Li Hua Best wishes 用于私人信件，正式投诉信用 Yours sincerely。 33 I am writing to you complain about the noise. I am writing to complain about the noise. to 后接动词原形，不能出现两个谓语动词。 34 The machine doesn't work normally. The machine does not work properly. normally 指“正常状态下”，properly 指“正常运转”；正式文少用缩写。 35 I have bought it for two weeks. I bought it two weeks ago. 表示“买了多久”用 ago，for 用于持续状态。 36 There is no any answer from your staff. There is no answer from your staff. no 与 any 不能叠加，或用 not any。 37 I feel very unsatisfactory about the service. I am very dissatisfied with the service. unsatisfactory 形容事物，人用 dissatisfied。 38 It is too late that I can't accept it. It is too late for me to accept it. too… to… 结构，不用 that 从句。 39 Your staff treated me very rude. Your staff treated me very rudely. 修饰动词用副词 rudely。 40 Please contact with me tomorrow. Please contact me tomorrow. contact 是及物动词，直接接宾语。 41 I want to know the reason why is it so late. I want to know why it is so late. 从句用陈述语序，且 reason why 与 why 重复。 42 The problem has been happen twice. The problem has happened twice. happen 是不及物动词，无被动语态。 43 I am very angry about your service, so I write this letter. I am writing to express my dissatisfaction with your service. 情绪直陈 + so 口语化，改为标准投诉句式。 44 Give me my money back! I would like a full refund. 祈使句加感叹号过于生硬，改用 I would like。 45 The room is not clean and the food is not delicious, too. The room was neither clean nor was the food tasty. 句尾 too 表“也”，此处应为“既不……也不”。 46 In my opinion, I think the service is poor. In my opinion, the service is poor. In my opinion 与 I think 语义重复。 47 On the one hand the room was small, on the one hand it was noisy. On the one hand the room was small; on the other hand it was noisy. 固定搭配是 on the one hand… on the other hand…。 48 I am writing to complain about your hotel's service is bad. I am writing to complain about the poor service of your hotel. about 后接名词短语，不能接完整句子。 49 I hope you can understand my feeling. I hope you can understand my situation. 中式表达 feeling；用 situation 或 how I feel 更自然。 50 The letter is written by Li Hua to complain. Li Hua is writing to complain… 投诉信不用被动语态交代写信人，主语应为 I。 【满分作文模板】 下面这套模板由“固定骨架句 + 可替换槽位”组成。方括号中的内容为槽位，考场按题目替换；未加方括号的句子可以原样抄写。全篇 100 词左右，三段九句，覆盖“说明问题—陈述经过—提出要求”三类要点，适用于绝大多数投诉信题目。 一、万能三段模板（100 词骨架） 模板正文如下。加方括号的部分是槽位，按题目替换；其余句子可原样照抄，不必改动。 Dear Sir or Madam, I am writing to complain about 【投诉对象：the faulty laptop / the poor service / the delayed delivery】, which I 【交易动作：bought / ordered / booked】 from 【渠道：your online store / your hotel / your agency】 on 【时间：5 May】. The problem is that 【核心问题：the screen was cracked / the room was dirty / the tour was cut short】. To make matters worse, 【递进细节：the charger was missing / nobody answered my calls / we were charged extra】. I 【经过：have called your hotline three times】, but 【结果：up to now I have received no reply】. As a result, 【影响：I had to cancel two meetings / my holiday was completely spoiled】. I would therefore like 【诉求：a full refund / a replacement of the same model / a free repair】. I would appreciate it if you could 【具体动作：arrange this / look into the matter】 within 【期限：seven days】. 【可选后果句：Otherwise, I shall have no choice but to turn to the consumer association.】 【证据句：I have enclosed copies of the receipt and the photos for your reference.】 I look forward to your early reply. Yours sincerely, Li Hua 槽位的取舍规则：时间、渠道、商品名必须换成题目给的；问题与影响必须换成题目情境；诉求可以从“退款、换货、维修、道歉赔偿”中选一个作主诉求；证据句与后果句属于加分项，字数紧张时可删，但至少要留下诉求句与期限句。 表30　八个槽位的填写规范 槽位 必须填什么 常见错误 投诉对象 名词短语：商品名、服务名、订单名 填成句子，导致 which 从句缺先行词 交易动作与渠道 bought / ordered / booked + from your… 动词与渠道搭配错误，如 bought from your hotel 核心问题 一个最严重的问题（名词或从句） 一次列三四个问题，重点丢失 递进细节 第二个问题或对方的态度 重复第一个问题，没有递进 经过 我做了什么（called / wrote / visited） 写 I was very angry，无动作 影响 具体损失（误事、多花钱、假期被毁） 只写 inconvenient 诉求 一个主诉求（refund / replacement / repair） 同时提三条要求 期限 within + 时间 / by + 具体日期 写 as soon as you can，等于没期限 二、四类情境变体开关 同一套骨架可以覆盖绝大多数投诉情境，只需按类别切换“问题槽位”和“诉求槽位”。 表31　四类情境的变体开关 情境类别 问题槽位与诉求的切换方法 网购实物类 问题槽位优先填外观、功能、缺件：cracked / faulty / missing / the wrong size / not match the picture。诉求多用 refund 或 replacement。 服务体验类（酒店、餐厅、旅行社） 问题槽位优先填服务与体验：the room was dirty / the food was cold / the guide skipped two attractions。诉求多用 apology and compensation、partial refund。 产品故障类（家电、数码） 问题槽位优先填故障与售后：it stopped working after two days / the battery runs out in an hour。诉求多用 free repair 或 replacement，并写明保修条款。 报名缴费类（课程、健身卡、旅行团） 问题槽位优先填承诺不符：the course was not what your advertisement promised / the trainer changed every week。诉求多用 full refund，并援引合同或退费条款。 【模板示例】 下面用第六部分的模板，套写一封完整的投诉信。题目情境：你上周在某网店购买一副无线耳机，收到后发现右耳无声、充电线缺失，联系客服两次未获实质回复，要求写一封 100 词左右的投诉信。全文 108 词，每一句都来自模板骨架，槽位替换处在批注中标出。 一、完整范文（108 词） Dear Sir or Madam, I am writing to complain about the wireless headphones I ordered from your online store on 5 May. Much to my disappointment, the product I received was not what your advertisement had promised. The moment I opened the package, I found that the right earphone made no sound at all. To make matters worse, the charging cable was missing. I have written to your service centre twice, but up to now I have received nothing except an automatic reply. As a result, I have had to use my old headphones and missed two online meetings. I would therefore like a full refund of the 399 yuan I paid. I would appreciate it if you could deal with this matter within seven days, or I shall have no choice but to turn to the consumer association. I have enclosed copies of the receipt and two photos of the earphone for your reference. I look forward to your early reply. Yours sincerely, Li Hua 二、逐句批注 下面逐句标注这句话在模板中的位置与作用。仿写时按这张表逐句核对，就能保证“骨架不走样、槽位不填错”。 表32　范文逐句批注 位置 模板功能 说明 第 1 句 称呼 Dear Sir or Madam 用于不知收信人姓名时；若题目给了姓名，改为 Dear Mr. Smith。 第 2 句 第一段·点题句 套用“I am writing to complain about + 名词 + 定语从句”，一句交代对象、渠道、时间。 第 3 句 第一段·背景句 Much to my disappointment… 是固定骨架，只替换 the product 与 promised 的内容。 第 4 句 第二段·问题句 The moment I opened the package, I found that… 是“取证式开头”，直接把阅卷人带到现场。 第 5 句 第二段·递进句 To make matters worse, … 补第二个缺陷，体现“不止一个问题”。 第 6 句 第二段·经过句 I have written… but up to now… 用现在完成时强调“至今未解决”。 第 7 句 第二段·影响句 As a result, … 把损失落到具体行为（missed two meetings）。 第 8 句 第三段·诉求句 I would therefore like a full refund of + 金额，诉求唯一且可执行。 第 9 句 第三段·期限与后果 I would appreciate it if you could… within seven days, or… 先礼貌后施压。 第 10 句 证据句 I have enclosed copies of… for your reference 提升可信度，也回应“投诉要有证据”的评分点。 第 11 句 收束句 I look forward to your early reply 是标准结束语，不用 Thank you for your understanding 之类空话。 第 12—13 句 落款 Yours sincerely 用于知姓名；不知姓名用 Yours faithfully；署名统一写 Li Hua。 对照批注可以发现：全信十三行，其中固定骨架句只有六句，其余七句都是槽位替换。也就是说，考场上真正需要“自己写”的内容，只有“问题、细节、经过、影响、诉求、期限”六处，每处一句，全部可以用第三、四部分的词句拼装。 技巧的价值在于可操作。下面六类技巧，每一类都给出具体动作，可以直接在草稿纸上执行，而不是“多读多写”式的泛泛建议。 （一）审题三步：划身份、圈要点、定诉求 第一步：划身份：在题干上圈出“你是谁、写给谁、什么关系”。消费者写给商家用 complaint；旅客写给酒店用 dissatisfied guest；读者写给报社编辑用 letter to the editor，语气可以更公共化。 第二步：圈要点：把提纲逐条编号，写完一句划掉一条。要点通常藏在“说明情况”“提出要求”“表达期望”三类动词后面，漏掉的那条往往就是失分点。 第三步：定诉求：先决定主诉求（refund / replacement / repair / apology and compensation），再决定期限与升级措施。诉求定了，第三段才有落点。 （二）要点分配：一句一点，不重复不遗漏 一条要点一句话：不要用两句说同一件事，也不要把两条要点塞进一句长句。评卷是“扫点”，句界清晰最省对方力气。 先实后虚：具体事实（坏了什么、损失多少）放前面，笼统评价（very disappointed）放后面或不写。 宁可少一个形容词，不可少一个要点：字数紧张时，砍修饰语，不砍要点句。 （三）语域控制：把强硬装进礼貌 三换：换情态动词（will→would、can→could）、换句式（祈使句→I would appreciate it if…）、换词（angry→dissatisfied、cheat→fail to keep your promise）。 两不：不用辱骂词，不用连续感叹号。 一句台阶：所有施压句后面跟一个“仍然希望友好解决”的软句：I would rather settle this matter in a friendly way。 （四）衔接手段：让八句话像一篇文章 时间链：on 5 May → the moment → up to now → within seven days，一条时间线贯穿全信。 逻辑链：The problem is that… → To make matters worse… → As a result… → I would therefore…，四个连接词撑起整篇。 指代链：the product / it / this matter 交替使用，避免三次重复同一名词。 （五）扩写与压缩：一个字数的双向操作 扩写三招：加细节（cracked screen）、加经过（called twice）、加影响（missed two meetings）。每一招都能安全增加约 10 词，且都是得分点。 压缩三招：删评价（very very bad）、并短句（两个简单句并为并列句）、去重复（第二段说过的诉求不在第三段复述）。 目标区间：写完后数字数，落在 90—105 词最安全；超出 110 词，优先删形容词和重复主语。 （六）交卷前六十秒自检 四点快查：① 三类要点是否各有一句；② 时态是否“过去叙事、现在诉求”；③ 是否有一处委婉请求句；④ 称呼与落款是否配套（Sir or Madam 配 Yours faithfully；Mr. Smith 配 Yours sincerely）。 三个高危错：complain about 漏介词、look forward to 后接动词原形、would appreciate 漏 it。这三个错在阅卷中出现率最高。 一处加分：结尾前加一句证据句（I have enclosed…），几乎零风险，直接体现“投诉有据”。 把六类技巧压成一张自检表，交卷前逐行打钩。六项全过，这篇投诉信基本就在二档以上；有两项不过，先改这两项再谈文采。 表33　交卷前 60 秒自检表 检查维度 自检问题 不合格的后果 内容 三类要点（问题、经过/影响、诉求）是否各有一句以上？ 漏一条即降档 格式 称呼、正文三段、结束语、署名是否齐全？署名是否写 Li Hua？ 缺称呼或署名扣格式分 语域 是否有 would / could 等委婉表达？有无辱骂、威胁、感叹号？ 语域错位直接掉档 语言 主谓一致、时态、冠词、介词搭配是否过关？有无拼写错误？ 每 2—3 处小错扣一档语言分 衔接 是否使用 2 个以上连接词（To make matters worse / As a result / therefore）？ 衔接手段少于 2 个，篇章分偏低 词数 是否在 90—105 词之间？ 少于 80 或多于 120 词风险高 本部分提供十五道投诉信写作题，覆盖网购、住宿、餐饮、旅行、快递、数码、家电、家具、健身、培训、航空、校园、演出票务等高频情境，每题配一篇 150 词左右的参考答案。 训练建议：每题限时 15 分钟、100 词为下限、不查词典；写完后先按第八部分自检表自查，再对照参考答案，只比较“要点是否齐全、诉求是否明确、语域是否得体”三项，不必逐字比对用词。参考答案按 150 词写作，篇幅略长于考场要求，目的是多给可替换的表达，考场可自行压缩到 100 词左右。 题目1｜网购教辅破损 题目：假定你是高三学生李华，4 月 2 日在某网上书店订购一套高考复习教辅，收到后发现第一册封面破损、中间缺页，另两册印刷模糊。你两次联系客服均未得到回复。请给书店客服写一封投诉信，内容包括：1. 说明所购商品与问题；2. 说明造成的影响；3. 提出你的要求（换货或退款）。 参考范文（159 词）： 题目2｜酒店住宿体验差 题目：假定你是李华，上周在青年旅行社预订的某酒店住了两晚，发现房间地毯有污渍、空调无法制冷，前台对投诉置之不理。请给酒店经理写一封投诉信，内容包括：1. 入住时间与房间问题；2. 交涉经过与造成的不便；3. 你的要求。 参考范文（157 词）： 题目3｜餐厅菜品与账单问题 题目：假定你是李华，上周六晚在某餐厅用餐，发现菜品不新鲜、上菜等待超过四十分钟，结账时还被多收了 68 元。请给餐厅经理写一封投诉信，内容包括：1. 用餐时间与具体问题；2. 你的感受与影响；3. 要求退款并改进服务。 参考范文（149 词）： 题目4｜旅行社行程缩水 题目：假定你是李华，暑假参加了某旅行社组织的五日游，实际只去了行程单上五个景点中的两个，导游还两次带团进店购物。请给旅行社负责人写投诉信：1. 说明行程与实际的差距；2. 说明造成的时间与金钱损失；3. 要求部分退款。 参考范文（151 词）： 题目5｜快递延误且破损 题目：假定你是李华，通过某快递公司寄送的生日礼物延误七天，外包装严重变形，收件人打开后发现杯子已碎。请给快递公司客服写投诉信：1. 说明运单号、寄送时间与问题；2. 说明影响（礼物未能按时送达）；3. 要求赔偿。 参考范文（152 词）： 题目6｜手机电池故障 题目：假定你是李华，三个月前购买某品牌手机，使用一个月后电池续航明显下降且频繁自动关机，售后两次推说是“正常现象”。请给该品牌客服写投诉信：1. 购机时间与故障表现；2. 交涉经过；3. 要求免费检测与更换电池。 参考范文（148 词）： 题目7｜洗衣机噪音与漏水 题目：假定你是李华，上月在某家电商场购买一台洗衣机，使用一周后出现剧烈噪音和底部漏水，两次报修均未上门。请给商场售后部门写投诉信：1. 购买与故障情况；2. 报修经过与损失；3. 要求三天内上门维修或换机。 参考范文（150 词）： 题目8｜家具颜色尺寸不符 题目：假定你是李华，在某家具店订购一套沙发，送货后发现颜色与网图不符、宽度超出十厘米，无法放进客厅。请给家具店负责人写投诉信：1. 订单信息与问题；2. 两次送货的经过；3. 要求退货退款。 参考范文（155 词）： 题目9｜健身房私教课缩水 题目：假定你是李华，年初在某健身房办理年卡并购买二十节私教课，实际三次更换教练、课时被无故取消六次，要求退费被拒。请给健身房经理写投诉信：1. 消费情况与问题；2. 交涉经过；3. 要求退还未上课程的费用。 参考范文（146 词）： 题目10｜培训课程与承诺不符 题目：假定你是李华，报名某英语培训机构的雅思课程，开课后发现外教每月更换、每节课由 90 分钟缩为 60 分钟。请给机构负责人写投诉信：1. 报名与承诺；2. 实际情况；3. 要求退还差价或全额退费。 参考范文（147 词）： 题目11｜航班取消与行李延误 题目：假定你是李华，乘坐某航空公司航班时被告知航班临时取消且无人通知，改签后行李又延误两天才到。请给航空公司客服写投诉信：1. 航班与行李情况；2. 造成的影响；3. 要求赔偿与书面解释。 参考范文（145 词）： 题目12｜学校食堂饭菜问题 题目：假定你是李华，近期学校食堂饭菜价格上涨、分量减少，且有同学反映餐具不洁。请给学校后勤负责人写投诉信（可署名为学生会）：1. 具体问题；2. 同学反映与影响；3. 建议与要求。 参考范文（150 词）： 题目13｜校园网络频繁断线 题目：假定你是李华，近期宿舍校园网每晚频繁断线，影响网课与资料查阅，报修后仅被告知“重启路由器”。请给学校网络服务中心写投诉信：1. 断线情况；2. 报修经过与影响；3. 要求彻底检修。 参考范文（150 词）： 题目14｜网购球鞋疑似假货 题目：假定你是李华，在某电商店铺购买一双品牌篮球鞋，收货后发现鞋标模糊、走线粗糙，经专柜比对确认非正品，商家拒绝退款。请给店铺客服写投诉信：1. 购买与鉴定情况；2. 商家处理态度；3. 要求退款并说明将进一步维权。 参考范文（152 词）： 题目15｜线上购票座位不符 题目：假定你是李华，在某平台购买两张演唱会门票，付款后出票座位与所选区域不符且相隔很远，客服称“系统随机出票”。请给平台客服写投诉信：1. 订单与座位问题；2. 客服回复与影响；3. 要求退票或调换座位。 参考范文（154 词）： 公司1 / 30 学科网（北京）股份有限公司 学科网（北京）股份有限公司 学科网（北京）股份有限公司 学科网（北京）股份有限公司 $