雅思作文中的投诉信是一种实用性强、格式固定的文体，主要目的是向机构、个人或组织表达不满，要求解决问题或给出合理解释，其核心在于“有理有据、语气得体”，既要清晰传达诉求，又要保持礼貌，避免情绪化表达，以下从投诉信的结构、写作要点、常用句型及实例解析等方面展开详细说明，帮助考生掌握此类作文的写作方法。

投诉信的基本结构与写作要点

投诉信通常遵循“明确事由—阐述问题—说明影响—提出诉求—期待回复”的逻辑框架，具体可分为六个部分：

称呼（Salutation）

根据收信对象选择合适的称呼,若收信方为机构或不确定具体联系人，常用“Dear Sir/Madam”或“Dear Customer Service Team”；若知晓具体部门或负责人，可写“Dear Manager of [Department]”（如“Dear Manager of the Hotel”），称呼需正式，避免使用非正式称呼如“Hi”。

开篇：自我介绍与写信目的（Introduction）

开篇需简明扼要说明身份（如顾客、用户、消费者等）及写信的核心目的——投诉。“I am writing to express my strong dissatisfaction regarding [具体问题] I experienced on [时间/场合].” 避免冗长铺垫，直接点明主题，让收信方迅速了解信件主旨。

主体段一：详细描述问题（Description of the Problem）

这是投诉信的核心部分,需具体、客观地阐述问题发生的时间、地点、经过及相关细节，需包含以下要素：

• 事件背景：问题发生的具体情境（如购物、旅行、使用服务等）。
• 问题细节：描述问题的具体表现，避免模糊表述（如不说“服务很差”，而说“服务员态度恶劣，对我提出的需求置之不理”）。
• 证据支撑：若有相关证据（如订单号、收据、照片、录音等），可提及以增强可信度（如“I have attached the order number [XXX] and the receipt for your reference”）。

注意：描述时需保持客观，仅陈述事实，不添加主观臆断或情绪化词语（如避免使用“简直是诈骗”“太恶心了”等表述）。

主体段二：说明问题造成的影响（Impact of the Problem）

阐述问题带来的负面影响,如经济损失、时间浪费、精神困扰、安全隐患等，这部分能体现问题的严重性，促使收信方重视。

• 经济影响：“This defect has caused me a financial loss of [金额], as I had to purchase a new one to replace the broken product.”
• 精神影响：“The rude behavior of your staff not only ruined my travel experience but also made me feel disrespected as a customer.”

影响需与问题直接相关,避免夸大或无关的延伸。

主体段三：提出具体诉求（Proposed Solutions/Demands）

清晰列出希望对方采取的措施,诉求需合理、可行，避免过于苛刻或不切实际，常见诉求包括：

• 要求赔偿（经济补偿、退款等）：“I request a full refund of [金额] to compensate for the inconvenience.”
• 要求道歉（书面或口头）：“I expect a formal apology from your company for the poor service.”
• 要求改进服务或产品：“I suggest that you inspect the quality control of your products to avoid similar issues.”
• 要求调查反馈：“Please investigate this matter and inform me of the result within [具体时间].”

若无法明确具体诉求,可写“I hope you can take immediate action to address this issue and prevent it from happening again.”

期待回复与感谢（Closing）

结尾需表达对收信方处理的期待,并保持礼貌，常用句型：“I look forward to your prompt reply and a satisfactory resolution to this issue. Thank you for your attention to this matter.” 最后使用正式结束语，如“Yours sincerely,”（若知晓收信人姓名）或“Yours faithfully,”（若使用“Dear Sir/Madam”）， followed by your full name and contact information（姓名及联系方式）。

投诉信常用句型与表达

开篇表达投诉

• I am writing to complain about...
• I am writing to express my dissatisfaction with...
• I am extremely disappointed with the... I received on...

描述问题细节

• On [日期], I purchased/ordered/experienced... at [地点].
• The problem is that... (具体问题).
• To be specific,... (进一步细节).
• I have attached [证据] for your verification.

说明影响

• This has caused me great inconvenience/loss/trouble.
• As a result, I had to... (被迫采取的行动).
• Not only did this... but it also... (双重影响).

提出诉求

• I would appreciate it if you could... (礼貌提出诉求).
• I demand that you... (强硬提出诉求，慎用).
• To resolve this issue, I suggest that... (提出建议).

结尾期待回复

• I trust you will take this matter seriously and resolve it promptly.
• I look forward to your response and a reasonable solution.

投诉信写作注意事项

1. 语气得体：投诉信的核心是“解决问题”，而非“发泄情绪”，即使不满，也需保持礼貌，避免使用攻击性语言（如“你们是黑店”“员工毫无素质”等），可改为“I am concerned about the quality of your service”或“The staff’s behavior was unprofessional”。

2. 事实清晰：确保时间、地点、事件经过等细节准确无误，避免模糊表述（如“前几天”“某个地方”），应具体到“On October 10th, 2025, at your store on Wangfujing Street”。

3. 诉求合理：提出的解决方案需符合逻辑，如产品质量问题可要求退款或更换，服务问题可要求道歉或改进，避免提出不切实际的要求（如“赔偿一万元精神损失费”）。

4. 格式规范：严格遵循书信格式，包括称呼、正文、署名等部分，段落分明，每段集中讨论一个要点（如第一段说明目的，第二段描述问题，第三段说明影响，第四段提出诉求）。

投诉信实例解析（以“网购产品与描述不符”为例）

Dear Sir/Madam,

I am writing to express my strong dissatisfaction with the wireless headphones I ordered from your online store on September 5th, 2025 (Order Number: WH20250905). Despite the product description claiming “30-hour battery life and noise-canceling function,” the item I received neither meets these specifications nor is in the condition described.

On September 8th, I received the package and immediately noticed that the packaging was damaged, with the box dented and the seal partially torn. Upon opening it, I found the headphones covered in scratches, and the right earbud failed to power on. Disappointed but hoping for a simple defect, I charged the device fully overnight. However, the battery lasted only 8 hours—far less than the advertised 30 hours. Additionally, the noise-canceling feature did not work at all; even in a quiet room, I could hear external noise clearly, which made the headphones unusable for my daily commute.

This experience has caused me significant inconvenience. As a student, I rely on these headphones for online classes and studying, and their poor quality has disrupted my study schedule. Moreover, I paid 299 yuan for this product, which is a considerable amount for a student, and now I am left with a defective item that cannot be used.

To resolve this issue, I request the following: a full refund of 299 yuan, as the product does not match the description and is defective. Alternatively, if a replacement is possible, I would like a new set of headphones that actually meets the advertised specifications. I have attached photos of the damaged packaging and the defective headphones, as well as the order confirmation email, for your reference.

I look forward to your prompt reply and a satisfactory solution to this matter. Please contact me within 7 days via email at [your email] or phone at [your phone number]. Thank you for your attention to this complaint.

Yours sincerely,
Li Ming

相关问答FAQs

Q1: 投诉信中是否需要表达愤怒或不满的情绪？
A1: 不建议在投诉信中直接表达愤怒或使用情绪化语言，虽然投诉的目的是解决不满，但过于情绪化的表述（如“你们的服务太差了，我再也不买了！”）可能会让收信方产生抵触心理，降低问题解决的概率，应保持客观、理性的语气，通过陈述事实和影响来体现问题的严重性，例如用“The product’s defect has caused significant inconvenience to my daily life”代替“我简直气炸了，这产品太垃圾了”，礼貌而坚定的态度更有助于推动问题解决。

Q2: 如果投诉的问题涉及多个方面（如产品质量差、服务态度差、物流延迟），应该如何组织内容？
A2: 若问题涉及多个方面，建议采用“分点阐述”的方式，将每个问题单独成段，确保逻辑清晰，第一段描述产品质量问题（如电池不达标、外观有瑕疵），第二段说明服务态度问题（如客服拒绝沟通、态度恶劣），第三段提及物流延迟（如承诺3天送达却用了7天），每个段落内部遵循“具体问题+影响+证据”的结构，避免将所有问题混在一起导致表述混乱，结尾处可提出综合性诉求，如“Please investigate the issues of product quality, customer service, and logistics, and provide a refund and apology”，这样既能让收信方全面了解问题，也体现了诉求的条理性。