complaintn.B2
投诉，申诉
lodge a complaint · handle complaints
We received a complaint about the quality of the work.
我们收到了关于工作质量的投诉。
Your complaint will be dealt with promptly.
您的投诉将得到迅速处理。
学完能做到
- 读懂并分析服务合同条款中的关键权利与义务
- 听懂正式投诉对话中的细节、隐含情绪与言外之意
- 撰写一封逻辑严密、语气得体的正式索赔信，精准陈述问题、援引条款、提出要求
- 在口语中就糟糕服务经历进行生动、详细的描述，并就消费者权益展开深度讨论
词汇 core 14 · expansion 22 · chunks 10
核心词 core
compensationn.C1
赔偿，补偿
demand compensation · financial compensation
You are entitled to compensation for the inconvenience caused.
您有权就所造成的不便获得赔偿。
The company offered compensation to affected customers.
公司向受影响的客户提供了赔偿。
breachn./v.C1
违反，破坏
breach of contract · be in breach of
The delay constitutes a breach of our agreement.
该延误构成了对我们协议的违反。
If you breach these terms, we may terminate the contract.
如果您违反这些条款，我们可能终止合同。
contractn.B2
合同，契约
sign a contract · under the terms of the contract
Both parties must abide by the contract.
双方都必须遵守合同。
liableadj.C1
负有法律责任的，有义务的
hold someone liable · be liable for damages
The company may be held liable for any losses incurred.
公司可能要对所遭受的任何损失承担责任。
You are liable for the cost of repairs.
你承担维修费用的责任。
negligencen.C1
疏忽，过失
professional negligence · gross negligence
The damage was caused by the contractor's negligence.
损坏是由于承包商的疏忽造成的。
rectifyv.C1
纠正，改正
rectify the problem · rectify a mistake
We will take immediate steps to rectify the error.
我们将立即采取措施纠正错误。
The company promised to rectify the situation within two weeks.
公司承诺在两周内纠正情况。
refundn./v.B2
退款
full refund · request a refund
I demand a full refund for the defective product.
我要求对有缺陷的产品全额退款。
defectiveadj.C1
有缺陷的，有毛病的
defective goods · defective workmanship
The work carried out was defective and must be redone.
所完成的工作有缺陷，必须重做。
substandardadj.C1
低于标准的，不合格的
substandard service · substandard materials
The substandard workmanship has resulted in further damage.
不合格的工艺导致了进一步的损坏。
We consider the service provided to be substandard.
我们认为所提供的服务低于标准。
resolvev.B2
解决
resolve a dispute · be resolved amicably
I hope we can resolve this matter without legal action.
我希望我们能够在不采取法律行动的情况下解决此事。
entitledadj.C1
有权利的，有资格的
be entitled to · feel entitled
Under the contract, you are entitled to a full refund.
根据合同，您有权获得全额退款。
Consumers are entitled to compensation for faulty goods.
消费者有权就缺陷商品获得赔偿。
escalatev.C1
逐步升级（投诉、问题等）
escalate a complaint · escalate the matter
If the issue is not resolved, I will have to escalate my complaint.
如果问题得不到解决，我将不得不升级我的投诉。
inconveniencen.B2
不便，麻烦
cause inconvenience · apologise for the inconvenience
We apologise for any inconvenience caused by the delay.
对于延误造成的不便，我们深表歉意。
扩展词库 expansion
stipulationn.C2
条款，规定
under the stipulation · a clear stipulation
warrantyn.C1
保证，保修
under warranty · extended warranty
grievancen.C2
委屈，不满
air a grievance · a legitimate grievance
statutoryadj.C2
法定的
statutory rights · statutory obligations
remedyn.C1
补救方法，解决方案
seek a remedy · legal remedy
correspondencen.C1
信件，通信
official correspondence · keep correspondence
pursuev.C1
追究，继续
pursue a claim · pursue legal action
abide byphr. v.C1
遵守
abide by the rules · abide by the decision
obligationn.C1
义务，责任
contractual obligation · meet obligations
reimbursev.C1
偿还，报销
reimburse expenses · be fully reimbursed
claimn./v.C1
索赔，要求
make a claim · claim damages
liabilityn.C1
责任，债务
accept liability · limit liability
unsatisfactoryadj.C1
不令人满意的
unsatisfactory outcome · highly unsatisfactory
disputen./v.C1
纠纷，争论
resolve a dispute · dispute a charge
arbitrationn.C2
仲裁
go to arbitration · binding arbitration
consumer rightsn. phr.C1
消费者权益
protect consumer rights · know your rights
discrepancyn.C2
差异，不符之处
notice a discrepancy · discrepancy in the figures
notificationn.C1
通知
written notification · prior notification
proceduren.B2
程序，步骤
follow the procedure · complaints procedure
settlementn.C1
解决，和解
reach a settlement · out-of-court settlement
terms and conditionsn. phr.B2
条款与条件
accept the terms and conditions · as per the terms and conditions
waivev.C2
放弃（权利、要求）
waive the fee · waive your right
词块 / 生存短语 chunks
hold someone liable追究某人的责任
If the damage is caused by your negligence, we will hold you liable.
如果损坏是由于你们的疏忽造成的，我们将追究你们的责任。
file a complaint提出投诉
I have no choice but to file a formal complaint.
我别无选择，只能提出正式投诉。
reach a resolution达成解决方案
I hope we can reach a resolution without resorting to legal action.
我希望我们能够在不必诉诸法律的情况下达成解决方案。
breach of contract违反合同
This failure constitutes a breach of contract.
这一失职构成了违反合同。
fall short of expectations未达预期
The service provided fell far short of our expectations.
所提供的服务远未达到我们的预期。
take legal action采取法律行动
If we do not receive compensation, we will be forced to take legal action.
如果我们得不到赔偿，将被迫采取法律行动。
in accordance with根据，依照
All work must be carried out in accordance with the contract specifications.
所有工作必须按照合同规格进行。
without prejudice to在不影响…权益的情况下（法律用语）
This offer is made without prejudice to my legal rights.
这一提议是在不影响我法律权利的情况下提出的。
at your earliest convenience请尽早（正式信函用语）
I would appreciate it if you could respond at your earliest convenience.
如果你能尽早回复，我将不胜感激。
leave much to be desired还有很多改进空间，不令人满意
The quality of the workmanship leaves much to be desired.
工艺质量还有很多不尽如人意之处。
语法 语言升级点
Entitlement and liability languageC1
精确表达权利、责任与法律后果，营造正式、权威的语域
entitled to + noun / infinitive; hold (someone) liable for + noun / gerund; be liable for / to; constitute a breach of
正式投诉信中，用 be entitled to 声明自己有权获得赔偿或服务；用 hold you liable 明确要求对方承担责任。这些表达比 I want 或 you should 更具体且具有法律效力。构成 breach of contract 等短语也是这一语域的核心。
例句
Under clause 6, we are entitled to a full refund for defective work.
根据第六条，我们有权就缺陷工作获得全额退款。
Should the problem not be rectified, we will hold you liable for all consequential losses.
如果问题得不到纠正，我们将追究你们对所有间接损失的责任。
常见错误
✗ We are entitled for a refund. → ✓ We are entitled to a refund.
entitled 固定搭配 to，不用 for。
✗ We will hold you liable of the damage. → ✓ We will hold you liable for the damage.
liable 后接 for 表示对某事负责。
↑ 提分：8.5的投诉信要避免情绪化，多用精准的权利语言替代抱怨语气：不说「I'm angry about the delay」，而说「The delay constitutes a breach of contract and we are entitled to compensation」。这种转换直接提升语域。
Passive and nominalisation for objective toneC2
构建客观、冷静的叙事，避免直接指责，聚焦于事实与后果，强化专业形象
被动语态 (was carried out, has been caused) + 名词化 (failure, notification, resolution, stipulation) + 抽象主语
在正式投诉中，过度使用主动语态 (You damaged...) 显得咄咄逼人，容易激化矛盾。被动语态可以隐藏施动者，聚焦于问题本身；名词化 (the failure to..., a lack of...) 将动作转为抽象概念，使陈述更正式、更具说服力。
例句
The work was not completed to the required standard, resulting in significant disruption.
工作未按要求的标准完成，导致了严重的混乱。
A failure to provide adequate supervision is evident from the damage incurred.
从所遭受的损害来看，未能提供充分监督是显而易见的。
常见错误
✗ The problem is not only inconvenience but also it costs money. → ✓ The problem extends beyond inconvenience to include unforeseen expenses.
用名词化和被动能提升正式感，避免简单并列。
↑ 提分：在8.5档，被动和名词化不是机械替换，而是为了控制「攻击性」。用「The deadline was missed」代替「You missed the deadline」，既陈述事实又给对方留余地，同时保持自己的主导权。权衡何时用被动是高手的分寸。
阅读 Reading terms
Extract from a Service Contract: Complaints and Liability
7.1 Should the Client consider any aspect of the Work to be defective or not in accordance with the Specification, they shall notify the Company in writing within fourteen (14) days of the alleged defect becoming apparent. The Company undertakes to investigate the matter within a reasonable timeframe and, where appropriate, to carry out remedial work at its own expense.
7.2 The Company shall not be liable for any defect arising from fair wear and tear, wilful damage, or the Client's failure to follow the Company's care instructions. Furthermore, the Company's liability for any claim, whether in contract, tort, or otherwise, shall be limited to the contract price paid by the Client. Under no circumstances shall the Company be liable for any indirect or consequential loss.
7.3 Any dispute arising out of or in connection with this Agreement shall be referred to arbitration in accordance with the Arbitration Act 1996. The arbitrator's decision shall be final and binding on both parties.
alleged声称的，指称的remedial work补救工作wilful damage蓄意损坏consequential loss间接损失binding有约束力的
TFNG1.The Company must repair any defect reported by the Client at no cost.
✅ FALSE — 条款7.1说明公司在查明后'where appropriate'才会自费补救，且7.2排除了由于正常磨损等造成的缺陷，因此并非所有缺陷都免费修理。
MCQ2.According to clause 7.2, the Company will not pay for ___. Choose the correct option.
- A. direct losses
- B. the full contract price
- C. indirect losses
- D. court fees
✅ C — 7.2中明确'Under no circumstances shall the Company be liable for any indirect or consequential loss.'
gap_fill3.The Client must report a defect within ___ days of noticing it.
✅ fourteen (14) — 7.1 'within fourteen (14) days of the alleged defect becoming apparent'
matching4.Match the clause to its main purpose: 7.1, 7.2, 7.3. (A. limits liability, B. sets out complaint procedure, C. specifies dispute resolution)
✅ 7.1-B, 7.2-A, 7.3-C — 7.1涉及投诉程序，7.2限制责任，7.3指定通过仲裁解决争议。
💡 技巧：条款阅读要留意限定语（where appropriate, under no circumstances）和例外情况（fair wear and tear, wilful damage）。这些对判断TFNG正确与否至关重要。注意法律术语，如'consequential loss'、'binding'，它们决定了权利范围。
听力 Listening Section 1 · UK
情景：一位顾客致电一家装修公司，投诉翻修工程不合格，要求赔偿。对话中顾客详细说明问题，公司代表记录并回应。
Receptionist
Good afternoon, Oakwood Renovations. How can I help you?
Customer
Hello, this is Mrs. Chen. I'm calling about the kitchen refit you completed last week. I'm afraid the workmanship is severely substandard.
Receptionist
I'm sorry to hear that, Mrs. Chen. Could you tell me exactly what the problem is?
Customer
The tiles are already coming loose in several places, and the worktop has a large crack running across it. Frankly, it's dangerous, let alone unsightly.
Receptionist
I see. Have you managed to take any photographs we could look at?
Customer
Yes, I've taken a number of photos, and I've also noted down the specific areas that need rectifying.
Receptionist
That would be very helpful. We'll need to send a surveyor to assess the damage. Would Thursday morning suit you?
Customer
Thursday is fine, but I must stress that I expect a full refund for the work that's been done so poorly. I am not prepared to accept a mere patch-up job.
Receptionist
I understand your frustration. The surveyor will prepare a report, and based on that, we can discuss compensation. The company takes complaints of this nature very seriously.
Customer
I should hope so. In the meantime, please ensure the surveyor has my contact details. I'll email the photos straight away.
Receptionist
Certainly, Mrs. Chen. I'll log everything and we'll be in touch shortly. Thank you for your call.
MCQ1.What is the main purpose of Mrs. Chen's call?
- A. To schedule a new kitchen refit
- B. To complain about the poor standard of recent work
- C. To ask for a surveyor's report
✅ B — 对话开头即表明因厨房翻新工作质量低劣而打电话投诉（workmanship is severely substandard）。
gap_fill2.The customer mentions two specific faults: loose tiles and a crack in the ___.
✅ worktop — Customer: 'the worktop has a large crack running across it'。
TFNG3.The receptionist promises an immediate refund on the phone.
✅ FALSE — Receptionist 表示需先由 surveyor 评估并出具报告，再讨论赔偿 (we can discuss compensation)，并未承诺立即退款。
MCQ4.What will the company do next?
- A. Send a replacement worktop
- B. Arrange for a surveyor to visit
- C. Refund the full amount
✅ B — Receptionist 表示将派 surveyor 进行评估，并约时间，顾客同意周四上午。
💡 技巧：Section 1 虽然是日常对话，但本场对话用词正式（substandard, rectifying, compensation, assess），体现正式投诉语境。注意抓取说话人的暗示：顾客说 not prepared to accept a mere patch-up job，表明她期望的不是简单修补而是全额退款，但公司代表用 can discuss compensation 保留了回旋余地。这类隐含立场是8.5级听力的考查重点。
写作 Writing Task 1 (letter)（formal） · 目标 180 词
You recently hired a company to carry out a renovation in your home, but the work was completed to a very poor standard and caused damage. You have reported the issue, but no satisfactory action has been taken. Write a letter to the manager. In your letter: - describe the renovation and the problems - explain what action you have already taken - say what you expect the company to do and by when
Dear Mr. Harrison,
I am writing to formally complain about the kitchen renovation carried out by your company at my property on 12th May. Regrettably, the workmanship was so substandard that it not only failed to meet the agreed specifications but has also caused damage to surrounding areas.
Within days, tiles became loose and a large crack appeared across the worktop, posing a safety hazard. Additionally, the wall behind the hob was left unfinished, contrary to the contract. I immediately contacted your office and spoke to a representative, who promised to escalate the matter. However, two weeks have now passed with neither a site visit nor any concrete communication, which is wholly unacceptable.
Under the terms of our agreement, I am entitled to a full redo of the defective work at no extra cost, along with compensation for the inconvenience and damage caused. Should this not be attended to within the next seven days, I will have no choice but to pursue external dispute resolution and hold your firm liable for all consequential losses. I trust you will take this matter seriously and arrange for a surveyor to inspect the damage as a matter of urgency.
Yours sincerely,
Mrs. A. Chen
逐句标注
任务“I am writing to formally complain about”开宗明义，正式表述投诉目的，符合Task要求。
语法“the workmanship was so substandard that it not only failed to meet... but has also caused damage”so ... that 句型 + not only ... but also 精准陈述，倒装未用但长句控制极佳。
衔接“I immediately contacted your office and spoke to a representative, who promised to escalate the matter.”关系分句自然衔接已采取的行动，行文流畅。
词汇“Under the terms of our agreement, I am entitled to”引用合同条款，使用 entitled to 表达权利，正式精准。
语法“Should this not be attended to within the next seven days, I will have no choice but to pursue external dispute resolution and hold your firm liable”倒装条件句 (Should...) 一处用于强调紧迫性，全篇只此一处，克制而有力；同时使用 hold liable 表达索赔。
🎯 本档语言特征：任务完成度：完整回应三点，且投诉有礼有力。连贯与衔接：时间顺序清晰，因果逻辑紧密。词汇资源：准确运用正式投诉专用词汇 (substandard, escalate, entitled to, hold liable, dispute resolution)。语法范围与准确性：长复句与条件倒装，被动语态 (was left unfinished, be attended to) 得体，无语法错误。整封信体现8.5以上水准。
↑ 再上一档：此范文已达目标档。可以增加的细微升级：在描述问题时加入更多名词化表达 (e.g., 'the failure to...')，或在结尾处增加一个极简的让步 (e.g., 'Whilst I appreciate...')，但当前版本已足够精准有力，堪称模板。
口语 Speaking
Part 1
Q: Have you ever had a problem with a service you paid for?
Oh, absolutely. I once hired a firm to redecorate my living room, and the result was shocking—the paint was peeling within a week. I had to ring them up and demand they come back and fix it, which they did eventually, but it left a bitter taste.
💡 地道口语，用shocking, bitter taste等词生动描述，自然使用had to ring them up and demand。
Q: Do you usually complain if the service is not satisfactory?
It depends on the stakes, really. If it's something minor, I might let it slide, but if it involves a significant amount of money or something that's clearly not fit for purpose, I won't hesitate to speak up. I believe consumers have every right to demand what they paid for.
💡 用 stakes 和 fit for purpose 等准确表达，展现分寸与消费者意识。
Part 2 · 提示卡
Describe a time when you experienced poor service. You should say: - when and where it happened - what the service was - what the problem was and explain how you felt and what you did about it.
I’ll never forget the fiasco with the plumbing company last winter. I had booked them to fix a leak in the bathroom, and they sent over a plumber who, quite frankly, seemed utterly out of his depth. He pottered about for three hours, claimed he had sorted it, and handed me a bill that was frankly staggering for the time spent. Two days later, the leak returned with a vengeance, and what’s worse, the ceiling below started staining. I was absolutely livid, not just because of the money, but because I had trusted them to carry out a straightforward job.
I took photos of everything and contacted the manager the next morning. I explained the situation calmly, but I made it crystal clear that I expected them to send a qualified plumber to fix it properly and at no further cost. To their credit, they did so without much argument. In the end, it was sorted, but the stress and the hassle left me wary of ever using the firm again.
💡 详细回应所有要点，用生动词汇（out of his depth, pottered about, fiasco, livid）和习语（with a vengeance）使叙事鲜活。最后表达情感与行动，结尾反思使回答丰满。时间控制接近2分钟。
Part 3
Q: Why do you think some companies provide poor customer service?
I think it often boils down to a combination of factors. In some cases, it’s a simple lack of oversight or training—staff aren’t given clear protocols, so service becomes inconsistent. In other instances, and this is perhaps more galling, companies rest on their laurels because they have a captive market; they know customers have few alternatives, so there’s little incentive to raise standards. And then, of course, there’s the occasional rotten apple where the business culture itself is just indifferent to the customer once the contract is signed.
💡 使用高级表达（boil down to, oversight, rest on their laurels, captive market, rotten apple），分类讨论，体现思维深度。
Q: Do you think people today are more likely to complain about bad service than in the past?
I’d say so, yes, and I think social media has a lot to do with it. Previously, if you had a grievance, your options were limited to a stiff letter or the small claims court, which could be daunting. Today, a single tweet or online review can attract the company’s attention like lightning, and consumers are savvier about using that leverage. However, there’s a downside—it can encourage a culture of trivial complaints, where people go nuclear over minor inconveniences. So the trend is generally positive, but it needs to be exercised with a measure of proportion.
💡 分析社交媒体影响，使用 grievance, savvy, leverage, go nuclear 等精准词汇，并给出平衡观点，展示批判性思维。
高频短语
let it slide — 不计较，放过（口语）
out of one's depth — 力不胜任，无法应付
with a vengeance — 猛烈地，变本加厉地（习语）
应试策略
8.5档投诉信要兼顾硬度与风度。硬度在于精准援引条款、声明权利、设立最后期限；风度在于使用被动、名词化和正式措辞保持冷静，不给人口实。口语中描述糟糕服务经历，要善用习语和程度副词（livid, absolutely, frankly）增强表达力，但讨论部分需回归平衡论证。阅读条款时，务必圈画限定词（under no circumstances, where appropriate）和例外条款，它们往往是陷阱。听力 Section 1 虽简单，但本课中对话用词正式，需适应投诉语境下的特殊表达。
本档提分建议
写作：在你的投诉信中至少使用一次 entitled to 或 hold liable，并尝试用 Should the problem not be resolved 这类倒装条件句。口语：描述服务问题时，避免只说 It was bad；试试说 It was a shambles 或 The workmanship left much to be desired。阅读与听力：练习识别法律/正式文本中的义务层级 (must, shall, may)，它们暗示权利大小。