如何写投诉信及其回复

如何写投诉信及其回复

一、投诉信的写作要点和套语

投诉信(Letters of Complaint)是某人对所提供的服务或所购买的商品不满意时，向商家、

机构提出相关的问题，并希望问题得到解决和处理所写的信件，也可称为投诉信。这类信件

的写作要点通常包括以下几部分：

-----提出写信的目的是为了抱怨或投诉

-----表明投诉的原因

-----希望问题能够得到解决

范文一（Complaint concerning service）：

Dear Sir or Madam,

I was a visitor in your hotel for three days during May 5 to May 8. I am sorry I have to say I was

greatly disappointed with the inconvenient service you provided.

First of all, it is the lighting facility in the room. One of the lights is broken and another is so dark.

Another unpleasant factor of your hotel is the food quality. The steak I ordered is sour. The last but

not the least shortcoming of your hotel is the cold and indifferent service of the waiters. I asked

one of them to bring newspaper to my room, but no paper was delivered at last.

I am sure that you will agree with me that your service is unacceptable. I trust that you will take

immediate steps to correct the situation and I look forward to your reply.

Faithfully yours,

John Smith

在结构上，这封投诉信一开头就说明了写信的原因-----在酒店入住期间对其服务不满

意。第二段中列举了抱怨的三个具体事实。一是电灯的问题，二是食物问题，三是服务不热

情问题。最后一段中向酒店负责人提出中肯的意见，希望对方能够改善服务质量。

在语言方面，简洁明了。最大的特是注意了礼貌用语。例如，开头提出问题时，用

了I am sorry I have to say that…。在写抱怨信时，礼貌用语很重要，因为对服务或商品不满

意，很容易用充满怨气的语言，所以得体的语言才不会影响投诉者与被投诉者之间今后的关

系。比如，原文中用unpleasant 修饰factor，而没有使用disgusting等语气强烈的形容词。

最后一段中用了I trust that …和I look forward to…这样的句式，一方面，它们是抱怨信的良

好结尾，另一方面说明了对对方的信任和对迅速处理办法的期待。

范文二（Complaint concerning damaged goods）：

Dear Mr. Jack,

The 50 Tea Sets we ordered were delivered yesterday, but we regret that 5 sets were badly

damaged.

The packages containing the tea sets appeared to be in good condition, so we accepted and

signed for them without question. We unpacked the tea sets with great care and can only assume

that the damage must be due to careless handling at some stage prior to packing.

We shall be glad if you will replace all 5 sets as soon as possible. Meanwhile, we have put the

damaged tea sets aside in case you need to check them.

Yours sincerely,

David

此信的开头表明收到了50套茶具，并用了we regret that ….这样的句式表达对五套已损

坏的茶具的遗憾。第二段中，说明了茶具损坏的可能原因。在用词方面也注意了一些技巧，

如appear to 和we assume that…等。最后表明希望损坏的茶具能够得到更换处理。值得注意

的是，为确保提出损坏物品的真实性，所以交代了损坏物品已保管好，待对方核实，以便处

理。

常见开头和结尾：

开头法：

are sorry to inform you that …were badly damaged when delivered.

inspection, we found that the quality of the goods did not meet the contract standard.

regret to find that your delivery of our….

4.A portion of the goods arrived damaged. We have to put in a claim for the damage.

5.I am writing to inform you that I am dissatisfied with your…

spite of the inconvenience this letter may cause you, I still want to complain about…

purpose of my letter is to express my satisfaction with …

结尾法：

1.I am looking forward to your due attention and proper solution on this matter.

e the trouble and inconvenience this matter may cause to you. I hope you can

give me a satisfactory solution to …

3.I understand you will give immediate attention to this matter.

4.I would like to have his matter settled by the end of …

do hope that you’ll take measures to solve the problem.

二、投诉信的回复

当收到因为给对方造成了损伤或不便的抱怨信后，必须马上给予答复。从一定意义上说，

也就是写一封道歉信。其写作要点通常包括以下几点；

-----表示真诚的歉意

-----解释造成损失或不便的原因

-----表示今后的做法或处理办法

范文一的回复（Reply to complaint concerning the service）：

Dear Mr. Smith,

I am sorry to hear that you didn’t enjoy your stay in our hotel. At the same time, thank you for

bringing this matter to my attention. It is my oversight. I’ll go myself and look into the matter

immediately. Meanwhile, I won’t hesitate to improve the lighting facility, food quality and the

service of the waiters.

I do hope that we can meet your full satisfaction when you visit the hotel again.

Yours faithfully,

范文二的回复（Reply to complaint concerning the damaged goods）：

Dear Mr. David,

We are sorry to learn from your letter of the 8 that some of the Tea Sets were damaged when they

th

reached you. We will certainly replace them and have in fact instructed our representative at your

end to send them by parcel post.

We regret for the inconvenience caused to you, and we will do our best to improve our methods of

handling so as to avoid happening the same thing. It will not be necessary for you to keep the

damaged tea sets and they can be destroyed.

Yours sincerely,

常见的开头和结尾；

开头法：

offer our apologies for …

’re sorry that…

regret to …

4.I am writing to apologize for…

5.I’m writing to say sorry for…

this trouble, we do apologize.

结尾法：

1.I sincerely hope that you’ll be able to think in my position and accept my apologies.

accept our sincere apologies for this mistake.

assure you that we’ll give it our attention.

4. I’m confident that you’ll have no further cause for complaint after our adjustment.

our radios before it is sent. ow, we’re arranging for the director of the sales department to

contact you for the replacement.