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①首段：注意客观礼貌

a. 自我介绍

b. 引出投诉内容

c. 表明目的要求

② 主体：展开说明投诉原因、具体理由或后果，注意内容充实，符合交际习惯。

a. 详细说明情况，中肯提出问题；

b. 提出改进建议，表明希望如何解决；

c. 拓展题目内容，尤其要强调如何问题不解决所带来的后果。

③ 尾段：提出解决方案，不用展开，注意公平公正、礼貌原则。

a. 表达强烈愿望，希望上述问题得到迅速恰当的解决；

b. 有时可就问题的解决限定时间；

c. 对有关人员的努力表示感谢；

d. 希望尽快得到满意答复。

 (2) 写作流程图

第一部分：提出抱怨并表示遗憾

套语：

(1) 很抱歉打扰您，但我必须郑重提出投诉。

 I am sorry to trouble you but I am afraid that I have to make a serious complaint.

(2) 我很遗憾地告诉你投诉有关…….的事由。

 I am sorry to tell you that there should be cause to complain about …

(3) 我真的很讨厌抱怨，但最近有一件事情确实令人烦心。

 I really hate to complain, but one thing is really disturbing now.

第二部分：阐述问题发生的经过

套语：无

第三部分：指出问题引起的后果

套语：

(1) 噪音影响我的睡眠，使得我在上班时间无法集中精力。结果这些天我已经搞错了好几次。

The noise disturbs my sleep so that I can’t concentrate on my work during the work time, and as a result, I have made several mistakes these days.

(2) 在这样（嘈杂）环境下我无法进行研究，我需要一间安静的房间。

For me this environment is very difficult to make studies and I need a quiet room.

第四部分：提出批评及处理的意见或敦促对方采取措施

 套语：

 (1) 我认为是你认识到……的时候了。

I think it’s high time that you realized ….

 (2) 我们深知你们并不经常出错，但我们希望能确保这类差错不再发生。

We know that you are not generally careless, but we should like your assurance that this will not happen again.

 (3) 我必须正告贵方，除非对目前状况采取措施，否则我将被迫诉诸法律。

 I must warn you that unless you do something about the situation, I will be forced to take legal action.

 (4) 坦率地所，我不再准备忍受这种状况。

Frankly, I am not prepared to put up with the situation any more.

 (5) 如果您能尽快调查此事，我将不胜感激。期待您尽快回复。

I would be very grateful if you could look into the matter as soon as possible. And I am looking forward to an early reply.

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Last week I bought          at your store and when I got it home it did not work at all. When I tried to return it to the store, I was told that I could not get refunded.

The sign in your store says that money is returned within 7 days of purchase if any problem exists, and I did that within the said time. Thus I insist that I should have my money back by return the          to you store。If I do not receive any satisfying response, I will further complain to the Consumer Protection Association.

内容编辑：尹梦婷、方妍懿、冉密林

编辑排版：颜秋玲