2021-2022 浙江高考英语应用文—投诉信
在信息网络高度发达的当今社会，服务变得至关重要。我们日常生活中经常
会发生一些不愉快的事情。比如开开心心地买了某件产品，但是使用没多久缺坏
了，这会让我们很糟心。所以投诉便如期而至。这一章节我们将“投诉”进行到
底，让我们看看生活中会出现哪些不如意的事情。而针对投诉，我们写作时一定
要注意对“问题”的细节处理，表达清楚你所遇到的问题。具体文章，我们来看
下面的例题：
（浙江新高考考前原创冲刺卷四）
假定你是李华，一周前在一英国网站购得一个智能手环，但因为质量问题不能使
用，请你给客服人员写一封电子邮件。内容如下：
1．反映存在的问题(如不能测量运动步数和心率，日历不准确等)；
2．提出解决方案。
注意：
1.词数 80 左右；
2．可以适当增加细节，以使行文连贯。
参考词汇：智能手环 smart band
Customer service manager，
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讲解：
本题为一封典型的投诉信，针对在一英国网站购买的智能手环出现的问题进
行反映。我们可以分三段式来写本文：第一段，表明写信的目的；第二段，说明
智能手环出现的问题。提出合理的解决方案，但一定要合情合理，不要过度要求；
第三段，重申要求，希望赶紧回复。
具体细节我们课这样处理：
写作要点：
首句：
1. I’m writing to complain of…
2. I want to express/convey/extend my dissatisfaction about…
3. To improve the situation, it is advisable for you to take the following measures.
中间：
1. My experience in…on…(date) shocked me. I can hardly put up with it.
2. There are some problems that I wish to bring your attention. For one thing,
there is…, for anther…
3.I was astonished because the hole was obvious and I didn’t think you should
neglect this deficiency（缺陷）.
结尾：
1. I hope you will take my complaint seriously and settle it as soon as possible. If
it is not properly dealt with, I would like to ask you to give back my money. Otherwise,
I would complain to the concerned(=relevant) authorities(=department).
2.I would appreciate it if my demand could be met. I’m looking forward to your
early reply.
参考范文(96)：
Dear Customer service manager,
I’m writing to complain about a faulty smartband that I purchased on your
website a week ago to keep track of my health condition.
After the device was delivered to me, I found it fails to measure up the heart rates
as well as track how many steps are covered and calories are burned. Besides, there is
something wrong with the calendar. I’d appreciate it if you could exchange the goods
for free. I can be reached by email at any time.
I do hope you’ll take my complaint seriously. Look forward to your early reply.
Yours sincerely,
Li Hua
写此类信件要点总结：
1.仔细审题，需要把题目中要点简单陈述；
2.三段式书写，第二段往往是关键部分；
3.句子结构不要重复，要有多样性；
4.注意字数，不要过多；
5.正式考试中要注意书写，建议字体清晰、间距相同；
6.信件类必须有 Dear**，和落款 Yours，**
课堂练习一
假定你是李华，为了方便上学在附近租了一件房。但是住宿条件不是很好，并且合租的人经常
发出吵闹的声音影响到你的日常生活。就此写一封投诉信，反应以上问题。内容包括：
1.表达不满。
2.说明原因。
3.希望得到的结果。
注意：
1.词数 80 左右；
2．可以适当增加细节，以使行文连贯。
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提示：本文为投诉信，我们可以根据题中的细节，分三段进行写作：第一段，表
明写信的目的，投诉住宿问题；第二段，具体说明投诉的原因，如果原因需要自
己拓展，那一定要合情合理，切忌过度。并提出解决的方案，此方案也必须合情
合理；第三段，希望赶紧回复。
参考范文（109）：
Dear Sir or Madam,
I’m Li Hua, one of the renters of your sharing apartment. I am writing to express
my dissatisfaction/ disappointment about the accommodation condition.
For one thing, the air conditioner doesn’t work so that I always feel too hot to fall
asleep. For another, my roommate frequently holds parties with his friends. Not only
does the party last very late, but also the loud noise disturbs my life. Therefore, I hope
that you can arrange for me a single room to move in, preferably not in the same
building but as near as to the college campus as possible.
Thanks for your understanding and look forward to your prompt reply.
Yours,
Li Hua
课堂练习二
假如你是李华，有一天你去某商店买外套。询问某销售 Ms. Wang，让她帮你找你的尺寸。但
是她说很忙，让我自己找，并且她态度不是很好。就此事，你给该店的经理写一封信。内容包
括：
1.表达不满；
2.说明那天的事情；
3.希望调查此事。
注意：
1.词数 80 左右；
2．可以适当增加细节，以使行文连贯。
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提示：首先这也是一篇投诉信，这封投诉信主要投诉的是店员的服务态度让人不
满意。具体内容我们也可以分三段进行：第一段，写信的目的，表明自己的不满
情绪；第二段，说明那天发生的事情细节，如实反馈即可，不需要过度说明；第
三段，希望调查此事。
参考范文（112）：
Dear Manager,
I am a customer who went to your store last Sunday. I’m writing to make a
complaint about a salesperson.
That day, I would like to buy a new coat and found a light blue coat on display was
quiet cool. So I asked a salesperson, Ms. Wang to help me look for a medium one. To
my great surprise, not only did she said in a very rude tone, but also told me that you
didn’t have the suitable size for me, which made me mad.
I hope that you can look into this matter. I shop frequently at your store and I
anticipate a more pleasant shopping experience next time.
Yours,
Li Hua
课堂练习三
假如你是李华，你两周前在网上订购了一套书虫(Bookworm Series)。你昨天终于收到了书，但
是发现由于包装不好，书的封面破损了，而且还丢了一本书。打开书后，味道很难闻，纸张还
很差。请你给该网站写一封信，内容包括：
1.表明写信目的；
2.说明情况；
3.希望得到的结果。
注意：
1.词数 80 左右；
2．可以适当增加细节，以使行文连贯。
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提示：这封信为投诉信，而且题中的细节提示很到位，所以我们也无需增加其他
细节，只要把题中细节正确地表达出来即可。第一段，写信目的，表达不满；第
二段，问题细节，书本的质量问题，缺书等。针对这些问题提出解决方案，退钱
或者重新邮寄一套完成的正版的书籍。第三段，结尾。
参考范文（121）：
To whom it may concern,
I am one of your customers who ordered a set of Bookworm Series on your
website two weeks ago. I am writing to make a complaint about the unhappy
experience.
I received the package until yesterday. And much to my disappointment, the books
were so poorly packed that the cover of one book was torn. It is not a complete set, as
I found one book missing. To make matters worse, when I opened one book, I smelt a
very disgusting smell and the paper was very bad. I felt very disappointed to receive
such books. So I hope that you either return my money or deliver a new genuine set of
books to me.
Looking forward to your early reply.
Yours,
Li Hua
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