第一篇：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。最大的特色是注意了礼貌用语。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：
1.We are sorry to inform you that …were badly damaged when delivered.2.On inspection, we found that the quality of the goods did not meet the contract standard.3.We 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…
6.In spite of the inconvenience this letter may cause you, I still want to complain about… 7.The 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.2.Despite 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 … 5.We 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 8th that some of the Tea Sets were damaged when they 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：
1.We offer our apologies for … 2.We’re sorry that… 3.We regret to …
4.I am writing to apologize for… 5.I’m writing to say sorry for… 6.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.2.Please accept our sincere apologies for this mistake.3.We 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.Now, we’re arranging for the director of the sales department to contact you for the replacement.
第二篇：投诉信及回复
假如你是王华，在第一百货商店买了一部SQ200手机，发现手机有质量问题，写信给商店经理投诉。内容如下：
1． 不能拍照，不能收发信息，等等。。2． 希望对方可以允许你退货或者是换部新手机。
3． 写信日期是2008年12月21日。注意书信格式。
No.7 Jiang Nan Road, Chongqing City, China
st
Dec.21, 2008
Dear Manager, My name is Wang Hua.I am writing this letter to tell you some problems about the SQ200 cell phone which I bought from
ththe First Super Store on Dec.the 18.First of all, the cell phone can not be used to take pictures.It seems that there is something wrong with the camera.Second，I can neither receive nor send messages through this cell phone.Moreover, the buttery power is too short to last for one day.Because of the above issues, I require that you either allow me to return this cell phone and you refund the money to my account or give another new phone to me.If you have any better suggestions please contact me as soon as possible.Thank you!
Yours Customer，Wang Hua.假如你是第一百货公司的经理吴刚，针对上文给予回复。
th
Dec.30, 2008 Dear Mr.Wang, My name is Wu Gang, the General Manager from The First Super Store.First of all, I would like to say sorry about your new phone and thank you for telling us
about these problems.As far as your SQ200 cell phone is concerned, I suggest that you return it back to our store and we will give you another one.The charge will be all on us.In order to express our regrets, we plan to send you a gift card.I promise the new cell phone is going to be perfect!Finally, we are sorry again and hope you will like the new cell phone!If you have any questions, please feel free to contact me.Have a good day!
Sincerely, Wu Gang.
第三篇：投诉信
很多人发现学校有什么问题，做的不好的，都采用投诉的方法，希望通过上级领导来处理这件事。
尊敬的**市物价局：
您们好!
我们是来自**省**市一所职业技术学校07级的几十名学生。
我们在学校里待了3年至4年不等，但我们发觉我们的母校一直变换名字，08年前，我们学校使用的名字为：“**市国防学校”，自称为**省国防军事学校的分校。08年之后，政府不允许国防办校，学校被更名为“长征职业学校”。09年之后，学校又打出“华海职业技术学校”的名字。我们的毕业证书上的学校落章为““**市国防学校”和“长征职业学校”。
入学
《中等职业学校收费管理暂行办法》：学费由学校财务部门统一收取，到指定的物价部门申领收费许可证，并使用省级财政部门统一印制的行政事业性收费专用票据。第十二条中等职业学校除收取学费和住宿费以外，未经财政部、国家计委、国家教委联合批准或省级人民政府批准，不得再向学生收取任何费用。
《中国民办教育促进法》：
第三十七条民办学校对接受学历教育的受教育者收取费用的项目和标准由学校制定，报有关部门批准并公示;对其它受教育者收取费用的项目和标准由学校制定，报有关部门备案并公示。
至今，我们从没看到过我们学校的收费许可证，也没有把收费细则公布给我们学生看，我们怀疑我们学校存在违法收费的行为，故向贵局举报投诉，希望贵局：
1、依法调查““**市国防学校”和“长征职业学校”是否在贵局进行依法申请收费许可申请?是否存在违法收费的情形。
www.xiexiebang.com【xiexiebang.com范文网】
2、现时学校仍然在运作，希望贵局同时查证现时收费情况是否合法。
3、由于同学众多，为方便传达，烦请贵局以书面回复我们此事的处理结果。
2014年 月 日
学校学生代表
第四篇：投诉信
投诉信范文
尊敬的**市物价局：
您们好！
我们是来自**省**市一所职业技术学校07级的几十名学生。
我们已于2011年5月3日下午到贵局收费处，了解我们的母校“**市国防学校”、“长征职业学校”收费标准。但是贵局只查询到2008年“**省国防军事学校”的收费标准，及2010年的“长征职业学校”收费标准。贵局收费处建议我们直接到“信访室”举报，举报后，贵局要求我们补充材料，以便贵局调查及登记。经搜集后，以下是我们的补充信息：
我们在学校里待了3年至4年不等，但我们发觉我们的母校一直变换名字，08年前，我们学校使用的名字为：“**市国防学校”，自称为**省国防军事学校的分校。08年之后，政府不允许国防办校，学校被更名为“长征职业学校”。09年之后，学校又打出“华海职业技术学校”的名字。我们的毕业证书上的学校落章为““**市国防学校”和“长征职业学校”。
入学
保证金国家补贴学杂费装备费生活费保险体检费班费外联费实习车费办证费合计***5410180元/3年50200元/2年800/4次756元/4次260元收到的装备：迷彩服共2套（长短各1套），冬夏军装共2套，保温瓶1个，(范文网 www.xiexiebang.com)床上用品1套，口杯1个，饭盒1个，洗脸盆1个，毛巾1条。联系实习费用到达实习地交通费3年来，我们缴纳的费用名目繁多。3年我们大约共缴纳了学杂费等共计18000元。具体收费标准如下：
《中等职业学校收费管理暂行办法》：学费由学校财务部门统一收取，到指定的物价部门申领收费许可证，并使用省级财政部门统一印制的行政事业性收费专用票据。第十二条中等职业学校除收取学费和住宿费以外，未经财政部、国家计委、国家教委联合批准或省级人民政府批准，不得再向学生收取任何费用。
《中国民办教育促进法》：
第三十七条民办学校对接受学历教育的受教育者收取费用的项目和标准由学校制定，报有关部门批准并公示；对其它受教育者收取费用的项目和标准由学校制定，报有关部门备案并公示。
至今，我们从没看到过我们学校的收费许可证，也没有把收费细则公布给我们学生看，我们怀疑我们学校存在违法收费的行为，故向贵局举报投诉，希望贵局：
1、依法调查““**市国防学校”和“长征职业学校”是否在贵局进行依法申请收费许可申请？是否存在违法收费的情形。
2、现时学校仍然在运作，希望贵局同时查证现时收费情况是否合法。
3、由于同学众多，为方便传达，烦请贵局以书面回复我们此事的处理结果。
2011年6月7日
**国防学校学生代表
第五篇：投诉信
汤姆在一家商店购得劣质商品，遂与营业员交涉。但该营业员对他态度粗暴，不予受理，汤姆为此向经理写一封信。
Dear Manager, Now I am writing to tell you that I bought a TV set from your shop several days ago.But when I brought it home and turned it on, I found it didn’t work properly.So I took it back to the shop and told the assistant what had happened.To my surprise, your assistant didn’t help me to solve the problem.On the contrary, he shouted at me rudely and refused to examine it.I know that your shop enjoys a high reputation of good service, so I bought the TV set in your shop.But today, I am sorry to find that such service should have happened in your shop and your assistant didn’t seriously think of the interests of customers.I hope you will look into the matter and give me a reasonable explanation.I am waiting to know how you will deal with it.Thank you for your consideration and I am expecting an early reply.Sincerely yours，Tom
投诉信
写作指导：
开门见山，点名投诉的内容，是因为服务还是具体的物件 然后：围绕问题，详细说明有针对的投诉内容
最后：提出解决问题的最后期限，并希望赌坊正视问题
投诉信模板
Dear_____，1.I’m writing to complain about ______.2.I don’t really want to complain but __________ is bad.3.On the one hand,_________________.4 On the other hand,__________.5.I find it_______.A qualified____________can’t be like ____________.6 Therefore, I require that ______________.And it’s advisable for you to ________.Please consider my requirement at your convenience.I’m looking forward to a satisfactory reply as soon as possible.Yours, _______
1.投诉原因
2投诉主题3.抱怨一
4抱怨二
5投诉的问题给你带来的后果
6.提出合理建议
假设你是李华，你购买了一部外国某公司生产的手机，因有质量问题，要求该公司更换，请根据下列要点，用英文写一封电子邮件。
要点：1.问题：手机不响铃，不能发短信；该产品已售完，无法更换；型号新，无配件，无法维修。
2要求：公司尽快予以更换。
Dear Sir, I am writing to you for the mobile phone of Dephones250 I bought on 20th Dec.2015 at Tele Mall in Wuhan, China.It was only ten days later that the mobile phone couldn’t ring and I couldn't send short messages with it.Then I had to take it to the seller.but I was told that the model had been sold out and I had to wait at least three months for a new one.Later, I went to the repairman.He said since it was a new model in China, it was impossible to fix it without the right spare part.I was so desperate on hearing that.How can I wait that long? A qualified mobile phone can' t be like the one I have bought.Therefore, I require that you send me a new one of the same model within a month Thank you for your consideration.Sincerely yours，Li Hua
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