IELTS Open General Training · 4.5 → 8.5 6.5
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A Letter of Complaint

正式投诉信

学完能做到

词汇 core 14 · expansion 18 · chunks 6

核心词 core

complaintn.B1
投诉
make a complaint · deal with a complaint
I wrote a letter of complaint to the manager.
我给经理写了一封投诉信。
refundn.B2
退款
full refund · claim a refund
I would like a full refund for the faulty product.
我想为这个有缺陷的产品要求全额退款。
compensationn.B2
赔偿
demand compensation · financial compensation
We expect compensation for the inconvenience caused.
我们希望对造成的不便进行赔偿。
faultyadj.B2
有故障的
a faulty product · faulty wiring
The machine was faulty when it arrived.
机器到达时就是坏的。
resolvev.B2
解决（问题）
resolve a problem · resolve a dispute
I hope we can resolve this matter quickly.
我希望我们能迅速解决此事。
dissatisfiedadj.B2
不满的
dissatisfied with · a dissatisfied customer
I was very dissatisfied with the service I received.
我对得到的服务非常不满意。
inconveniencen.B2
不便
cause inconvenience · apologise for the inconvenience
We apologise for any inconvenience caused.
我们对造成的不便表示歉意。
reasonableadj.B2
合理的
a reasonable request · reasonable price
I think it is reasonable to ask for a replacement.
我认为要求换货是合理的。
guaranteen.B2
保证
under guarantee · a money-back guarantee
The product is still under guarantee.
产品仍在保修期内。
purchasev./n.B2
购买
make a purchase · proof of purchase
I am enclosing a copy of my purchase receipt.
随信附上我的购物收据复印件。
replacev.B1
更换
replace a product · replace with a new one
Please replace the damaged item as soon as possible.
请尽快更换损坏的物品。
promptlyadv.B2
迅速地
respond promptly · deal with promptly
I expect my complaint to be dealt with promptly.
我期望我的投诉能得到迅速处理。
receiptn.B1
收据
keep the receipt · a valid receipt
Please keep your receipt as proof of purchase.
请保留收据作为购买凭证。
customer servicen.B1
客户服务
contact customer service · good customer service
I contacted customer service, but the issue was not resolved.
我联系了客服，但问题没有得到解决。

扩展词库 expansion

disappointedadj.B1
失望的
deeply disappointed · disappointed with
deliveryn.B1
送货
free delivery · take delivery
damagen./v.B1
损坏
cause damage · damaged goods
satisfactoryadj.B2
令人满意的
a satisfactory solution · far from satisfactory
assistancen.B2
帮助
offer assistance · seek assistance
unsatisfactoryadj.B2
不能令人满意的
an unsatisfactory outcome · report unsatisfactory
responsen.B2
回复
a prompt response · in response to
replacementn.B2
更换物
a replacement item · offer a replacement
explanationn.B2
解释
demand an explanation · a clear explanation
reputationn.B2
声誉
a good reputation · damage one's reputation
chargev./n.B1
收费
be charged for · an extra charge
policyn.B2
政策
return policy · company policy
apologisev.B1
道歉
apologise for · sincerely apologise
reimbursev.B2
报销，偿还
reimburse the cost · fully reimburse
appreciatev.B1
感激
would appreciate it if · greatly appreciate
enquiryn.B2
询问
make an enquiry · enquiry form
immediateadj.B2
立即的
immediate action · immediate replacement
proofn.B2
证据
proof of purchase · as proof

词块 / 生存短语 chunks

make a complaint进行投诉
I would like to make a complaint about a product I bought.
我想投诉我买的一件产品。
fall below the standard expected低于预期标准
The service fell below the standard we expected.
服务没有达到我们预期的标准。
take immediate steps立即采取步骤
We will take immediate steps to solve the problem.
我们将立即采取措施解决这个问题。
put the matter right纠正问题
I trust you will put the matter right without delay.
我相信你会立即纠正这个问题。
a full refund全额退款
I expect a full refund for the damaged goods.
我要求这些损坏的商品全额退款。
within fourteen working days在十四个工作日内
Please process my refund within fourteen working days.
请在十四个工作日内处理我的退款。

语法 语言升级点

Polite but firm language for complaintsB2
表达坚定的观点同时保持礼貌，常用于正式投诉信中
I must insist that ... / I would appreciate it if ...
正式投诉信需要既坚定又礼貌。用「must」可以表达强硬态度，而「would appreciate it if」软化语气。I must insist that you replace the item immediately. / I would appreciate it if you could look into this matter. 这些都是 B2 水平的高级表达。

例句

I must insist that you provide a full refund within seven days.
我必须坚持要求您在七天内提供全额退款。
I would appreciate it if you could investigate this issue as a matter of urgency.
如果您能紧急调查此事，我将非常感激。

常见错误

✗ I must to insist that you give me a refund. → ✓ I must insist that you give me a refund.
must 后直接跟动词原形，不加 to。
✗ I would appreciate if you help. → ✓ I would appreciate it if you could help.
appreciate 后面必须接 it 再加 if 从句。
↑ 提分：更高分数可以结合被动和情态：I feel that immediate action should be taken to resolve this matter. 更显客观有力。
Present perfect passiveB2
描述过去发生的动作对现在造成的影响，且动作承受者是主语
have/has been + 过去分词
投诉信中常用以说明物品或服务出现了问题，且问题持续至今。The item has been damaged during delivery. / My request has been ignored. 这种结构比主动语态更客观，也显得更正式。

例句

The product has been damaged when I received it.
我收到时产品就已经损坏了。
My complaint has not been dealt with yet.
我的投诉至今未得到处理。

常见错误

✗ The item has damaged during shipping. → ✓ The item has been damaged during shipping.
物品是被损坏的，所以要用被动 has been damaged。
✗ My letter have been ignored. → ✓ My letter has been ignored.
letter 是单数，助动词用 has。
↑ 提分：可以用完成时被动加情态：The matter should have been resolved much earlier. 表达更复杂的责任和遗憾。

阅读 Reading terms

Return and Refund Policy
RETURN AND REFUND POLICY Our company aims to provide high-quality products and excellent customer service. If you are not fully satisfied with your purchase, you may return the item within 30 days of delivery, provided it is unused and in its original packaging. To request a return, please contact our customer service team by email at returns@example.com. We will then send you a return authorisation number. Please write this number clearly on the parcel. The cost of return postage will be covered by us only if the product is faulty or not as described. In all other cases, you will need to pay for the return. Once we receive the returned item, we will inspect it and process your refund within 14 working days. Please note that refunds will be made to the original payment method. Unfortunately, we cannot offer refunds on items that have been damaged due to misuse. If you have any further questions, please do not hesitate to get in touch.
original packaging原始包装authorisation授权misuse使用不当
TFNG1.Items can be returned after 30 days if they are unused.
✅ FALSE — 原文明确必须在交货后30天内退货（within 30 days of delivery），超过30天不可退。
TFNG2.The company always pays for return postage.
✅ FALSE — 仅当产品有故障或与描述不符时公司才承担邮费（only if the product is faulty or not as described）。
MCQ3.How long does it take to process a refund after the item is received?
  • A 7 working days
  • B 14 working days
  • C 30 days
✅ B — within 14 working days。
gap_fill4.Refunds are made to the ___ payment method.
✅ original — made to the original payment method。
💡 技巧：阅读服务条款时，注意数字和条件。像 provided / only if / unless 这些词引导的重要限制。先看题目再回原文定位关键词。

听力 Listening Section 1 · UK

情景：一位顾客打电话给客服投诉收到的损坏商品（Section 1 日常对话）

Customer
Hello, I'd like to speak to someone about a damaged item I received.
Agent
Of course, I can help with that. Can I have your order number, please?
Customer
Yes, it's 8492JK.
Agent
Thank you. I can see your order here. What seems to be the problem?
Customer
The table lamp I ordered arrived this morning, but the base is cracked. It looks like it was damaged during transport.
Agent
I'm sorry to hear that. We can arrange a replacement for you immediately. Could you send us a photo of the damage by email?
Customer
Yes, I can do that right now. What email address should I use?
Agent
Please send it to support@example.com. I'll make sure it's dealt with as a priority.
Customer
And how long will the replacement take?
Agent
If you send the photo today, we'll dispatch the replacement within two working days, and you should receive it by the end of the week.
gap_fill1.Customer's order number: ___
✅ 8492JK — 顾客回答 'it's 8492JK'。
gap_fill2.The problem: the table lamp's ___ is cracked.
✅ base — the base is cracked。
gap_fill3.The agent asks the customer to send a ___ of the damage by email.
✅ photo — Could you send us a photo of the damage by email?
MCQ4.When will the replacement likely arrive if the photo is sent today?
  • A By next week
  • B By the end of the week
  • C In two days
✅ B — you should receive it by the end of the week。
💡 技巧：Section 1 是日常对话，注意捕捉具体信息如数字、日期、拼写。提前读题预测需要填写的信息类型（号码、物品部分、邮件内容等）。

写作 Writing Task 1 (letter)（formal） · 目标 170 词

You recently bought a product from an online store but when it arrived, it was not working properly. Write a letter to the store manager. In your letter: - describe the product and the problem - explain why this is inconvenient for you - say what you would like the manager to do.
Dear Sir or Madam, I am writing to express my dissatisfaction with a recent purchase from your online store. On 10 June, I ordered a portable Bluetooth speaker (model: BS-200) from your website. Unfortunately, when the item arrived two days later, I discovered that it did not function correctly. The main issue is that the speaker turns off automatically after a few minutes of use, even when fully charged. I have tried resetting it several times, but the problem remains. This is extremely inconvenient because I bought the speaker for an upcoming outdoor event this weekend, and I now have no working device. I would appreciate it if you could arrange either a full refund or an immediate replacement. I must insist that this matter be resolved within seven working days. I am enclosing a copy of my order confirmation and a photo of the item as proof of purchase. I look forward to your prompt response. Yours faithfully, [Full Name]

逐句标注

任务“Dear Sir or Madam,”不知姓名用 Sir or Madam，正式得体。
任务“I am writing to express my dissatisfaction with”开门见山说明写信目的，回应题目的投诉意图。
衔接“Unfortunately, when the item arrived... I discovered that it did not function correctly.”用时间状语从句和 logical connector 连接事件，逻辑清晰。
词汇“I would appreciate it if you could arrange either a full refund or an immediate replacement.”使用本课核心句型 I would appreciate it if...，同时提供选项，词汇 refund, replacement 精准。
语法“I must insist that this matter be resolved within seven working days.”must insist that + be resolved（虚拟语气）展示高级语法，既坚定又正式。
任务“Yours faithfully,”与 Dear Sir or Madam 对应，正式信结尾规范。
🎯 本档语言特征：三要点全覆盖，结构清晰（问题描述—不便—要求）；语气正式得体，用词准确；语法上包含被动（matter be resolved）、情态句型、非正式虚拟语气；衔接自然。符合 B2+ 水平。
↑ 再上一档：要进一步提高，可在描述不便时加入更具体的影响（如无法正常工作，导致错过重要活动），并在要求后礼貌提醒若不处理会有后续行动。

口语 Speaking

Part 1

Q: Have you ever needed to complain about a service or product?
Yes, I have. Last month I bought a pair of shoes online, but they sent the wrong size. I contacted customer service, and they arranged a free replacement, which arrived quite quickly. I was quite happy with how they handled it.
💡 用具体事例回答，时态切换自然，使用 which 关系从句。
Q: Do you think companies generally handle complaints well in your country?
It really depends. Larger companies often have efficient systems, so things get sorted out quickly. However, smaller businesses sometimes lack the staff to respond promptly. I think it varies a lot.
💡 两面论证，用 depend 和 vary 表达复杂观点。

Part 2 · 提示卡

Describe a time when you received poor customer service. You should say: - where and when it happened - what you were trying to do - how the staff reacted and explain how you felt about the experience.
I remember a disappointing experience at a local restaurant about two months ago. I went there with some friends for dinner, and we had booked a table in advance. When we arrived, the host told us our table wasn't ready and asked us to wait in the bar. We didn't mind at first, but after half an hour, we still hadn't been seated. The staff seemed rather disorganised and didn't apologise for the delay. Eventually, we were given a table, but then we waited another twenty minutes before anyone took our order. I felt quite frustrated, especially because it was a special occasion. In the end, the meal itself was good, but the poor service spoilt the experience a bit.
💡 叙事用过去时，描述感受用法 frustrated, disappointed；使用复杂句式（which, but, before）和时间顺序词（at first, eventually, in the end）。

Part 3

Q: Why do you think some companies fail to provide good customer service?
I think one major reason is poor training. If staff don't know how to deal with complaints, they can appear rude or unhelpful. Another factor might be low staff morale — if employees are unhappy, they rarely put effort into satisfying customers.
💡 用原因分析，使用 if 条件句和 rarely 等修饰语。
Q: How do you think companies could improve their customer service?
They could invest more in training programmes so that employees feel confident handling different situations. Additionally, having clear systems for dealing with complaints would help, because customers appreciate being kept informed. In my opinion, it's often the small things that make a big difference.
💡 提出具体建议，用 so that 表目的，because 解释原因，结尾总结。

高频短语

I felt quite frustrated — 表达失望或生气的情绪
it really depends — 拒绝绝对化，表达观点取决于情况
spoil the experience — 破坏（好的）体验，常用于服务不好的情境

应试策略

正式投诉信需遵循正确格式，开头和结尾要匹配。使用礼貌但坚定的语言，避免过于情绪化。口语中描述服务经历时，注意时态一致，并给出具体细节以丰富回答。阅读和听力中注重捕捉数字、条件和问题描述。

本档提分建议

6.5分考生在写投诉信时容易犯的错误：①语气过于软弱或过于愤怒；②提出的要求不清晰；③忽略了书信格式。提升到7分需确保语法多样性（如虚拟语气）和词汇的精确性（区分 damaged/faulty/broken）。口语中要学会用具体事例支持观点，且保持交流的自然流畅。
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