如何写投诉信和如何回复投诉信?下面是一个生气的商人写的一封投诉信，信中谈了他的一次不愉快的经历。大家来看一看它是怎么写的吧。

Dear Sir/Madam,

I am writing to you to complain about your hotel. I had a terrible stay in room 5012 of your hotel from the 24th to the 26th of August 2002, when I came to Guangzhou on business.

Firstly, the air-conditioning in my room could not be turned down or switched off. When I asked the reception staff to do something about it, they laughed and told me it was better than being hot. I asked your front of house manager and she told me she would send someone to my room immediately. No one came. As a result, I was very cold every time I was in the room.

Secondly, I found the bathroom dirty and the hot water was always warm.

Thirdly, the noise at night was extremely loud and I found it difficult to sleep. I asked to change rooms, but was told it was impossible because the hotel was full. I paid a lot for my stay in your hotel and expect much better service from such a well-known hotel.

In future, I will not be staying at your hotel again and will inform my business associates of the terrible service.

Yours faithfully,

Do you want to know how to lay out your letters properly?

- Go to Your Questions where we reply to a user's query about letter layout.

受到投诉信你用什么样的语言来应对顾客的投诉。正确的语法会传递准确的信息，适当的场合说合适的语言是非常重要的。

Language Tip for replying to an angry complaint

In the reply to Mr Hakala"s letter, Vincent Li Kit Wai used the expression "I will be checking" and "I will be training".

When you’re writing a letter or e-mail replying to an angry customer who has a complaint, you need to be as impartial and as polite as necessary.Also, in order to transmit the feeling to the customer or client that you are committed to taking action, use ‘will + infinitive’ in sentences you use to promise the customer/client that you want to find a solution to their problem.

For example:·

I will be training staff myself.·

This will not happen again.·

I will investigate the matter...

This transmits a feeling that you strongly intend to take action and leaves the customer or client with a positive feeling that their complaint will be acted on.

下面们继续提供如何写回复投诉信的一些建议，例如：

投诉信应该有哪几部分构成? 如何让对方感到你有礼貌，很真诚?

请看我们下面的建议。

Follow these instructions to make your writing as well organized and effective as possible.

Writing an e-mail or a letter requires a clear and well-ordered text. When composing a reply letter, use the following points to structure and order the content:

Thank the customer for their letter.·

Explain what you will do to investigate the cause of the complaint.·

Say what action you will take after your investigation.

Apologize to the customer/client.·

End the letter on a positive note.

If you want to know how to lay out your letter properly, go to Your Questions where we reply to a user's query about letter layout.

Or go on to do our quiz where you can check that you know how each of the points above was carried out.

投诉信的范例：

Dear Sir/Madam,

I had the misfortune to spend an evening in your establishment on the 24th of August last and I am writing to you to complain about the awful quality of your food and service.

I reserved a table at your restaurant because a colleague of mine in Shanghai recommended it as a perfect place to show foreign visitors (especially business people) the very best of Shanghainese cuisine. My experience leaves me with little doubt that this is one of the worst restaurants I have ever eaten in.

I arrived with a group of important business clients from Japan at the correct time only to be told that there were no free tables and no record of my reservation. We were told to wait and not offered a drink at your bar or any alternative arrangements. This was embarrassing enough; after 25 minutes’ waiting, I began to get angry and my clients began to show signs of irritation. We were eventually seated at a very small table in a dark corner of the restaurant and still had to wait a further 10 minutes for a menu and someone to come to offer us drinks.

Our two waiters were cold and unfriendly and made no extra effort to help my Japanese clients, even though they were well aware of the fact that I was entertaining them on business. Most of the food was either cold or the portions were very small and one of your waiters refused to return one of the dishes to the kitchen.

I now wonder why my colleague recommended your restaurant and was disgusted at having to pay so much for very little.

I will not be returning and will be warning all my colleagues and business associates to stay away from your terrible restaurant.

Yours sincerely,

Now use the points from the previous pages on what language to use and how to structure your letter to write your own reply.