在雅思考试中,投诉信（Letter of Complaint）是Task 1常见题型之一，要求考生在20分钟内完成150字以上的正式或半正式信件，这类题目不仅考察语言表达能力，还测试考生能否清晰、礼貌地阐述问题并提出合理诉求，本文将深入解析投诉信的写作结构、高分技巧及常见错误，帮助考生在考场上高效应对。
投诉信的核心结构
一封完整的雅思投诉信通常包含以下五个部分：
信件开头（Greeting） 提供的收件人身份选择恰当称呼：
- 已知姓名：Dear Mr./Ms. + 姓氏（如Dear Mr. Smith）
- 未知姓名：Dear Sir/Madam（更正式）或To whom it may concern（中性）
首段：表明写作目的
用1-2句话直接说明投诉内容，避免冗长铺垫，常用句式：
- "I am writing to express my dissatisfaction with..."
- "I wish to formally complain about..."
高分技巧：在首段末尾简要提及期望的解决方案，如："I trust you will investigate this matter and provide appropriate compensation."
主体段落：问题细节描述
分点说明投诉原因,每个问题独立成段，确保逻辑清晰：
- 时间/地点：明确事件发生的具体信息（如订单号、入住日期）
- 问题细节：客观描述事实，避免情绪化表达
- 影响说明：解释问题造成的实际后果（如经济损失、行程延误）
范例：
"On July 15th, I purchased a laptop (Order #2047) from your online store. Upon delivery, I discovered the screen had visible scratches, which rendered the device unsuitable for professional use."
诉求段落：提出解决方案
合理要求应与问题严重性匹配,常见诉求包括：
- 退款/换货（for defective products）
- 服务补偿（如酒店升级房型）
- 书面道歉或改进承诺
语言注意点：
- 使用条件句显得礼貌："I would appreciate it if you could..."
- 避免绝对化表达："You must..." → 改为 "I expect..."
结尾段：礼貌收尾
重申期待并留下联系方式：
- "I look forward to your prompt reply. Please contact me at 123-4567 for further details."
- 落款根据关系选择：Yours sincerely（已知姓名）/Yours faithfully（未知姓名）
高分语言特征
正式词汇替换
| 基础表达 | 升级方案 |
|---|---|
| bad | unsatisfactory/substandard |
| angry | deeply concerned |
| want | request/require |
被动语态运用
增强客观性："The delivery was delayed by three days" 优于 "Your staff delayed the delivery"
连接词使用
- 因果：Consequently, As a result
- 递进：Furthermore, Moreover
- 对比：However, On the contrary
常见失分点与修正
情绪化表达
错误范例："Your terrible service ruined my vacation!"
修正方案："The inconsistent room cleaning standards significantly impacted my stay experience."
细节缺失
模糊描述："The food was not good."
具体化："The seafood platter (ordered on Aug. 3rd) contained visibly undercooked prawns."
诉求不合理
极端要求："I demand a full refund plus $1000 compensation!"
适度调整："I would request a partial refund of 50% for the inconvenience caused."
真题实战演练
You recently booked a tour through a travel agency. The actual service differed from what was advertised (e.g., hotel quality, itinerary changes). Write a letter to the agency manager.
范文节选：
Dear Ms. Thompson,
I am writing regarding the "Golden Coast Explorer" tour (Booking Ref: TE-8872) from August 10-17. Unfortunately, several aspects of the service failed to meet the standards promised in your brochure.
Firstly, the 4-star beachfront hotel advertised was substituted with a 3-star property located 2km inland. This not only compromised our access to facilities but also necessitated additional transportation costs. Secondly, two scheduled cultural visits were replaced with unsupervised shopping time...
To resolve this matter, I would propose either a 30% refund of the total package cost or a voucher for a future tour with guaranteed adherence to the original itinerary...
备考建议
- 建立场景词汇库：分类整理旅游、消费、服务等高频话题词汇
- 模板灵活化：避免死记硬背，准备3-4种问题描述句式轮换使用
- 时间分配训练：建议5分钟构思+12分钟写作+3分钟检查
真正优秀的投诉信能在维护自身权益的同时展现写信人的修养与逻辑,通过精准的问题定位、得体的语言表达和合理的诉求提出，考生完全可以在这一题型中获得7分以上的成绩，平时多分析真实商业投诉案例，注意观察专业机构回函的措辞方式，这对提升写作质感有显著帮助。
