文體及語調 (Style & Register)
寫投訴信必須有禮貌，具備充分理由和堅定的立場，避免加入個人主觀意見。
稱呼語 (Salutation)
如果不清楚收信者的姓名，可用 "To Whom it May Concern"或 "Dear Sir" 代替，結尾時用"Yours faithfully"。如果知道收信者的姓名，可直接稱呼其名 (例如﹕Dear Mr Smith)，而結尾時則用" Yours sincerely"。
第一段 (1st paragraph)
第一段主要是基本資料及重點。此段內容不用太詳細，留待其他段落再進一步詳述。開段可利用以下句子﹕
第二段 (2nd paragraph)
列明可以支持理據的詳情，進一步提供背景資料、數據、證明及參考資料。內容不需太長，幾段簡短清楚的段落已足夠支持投訴信的目的。
結尾 (Conclusion)
重申此信目的及其重要性，並說明如有需要會採取進一步行動。
例子Sample letter
The Manager The Paper Company Shop 2 West Arcade Washdon 28th July 2003 Invoice number﹕ R/5008 Dear Mr Harrison, Re﹕Overdue payment I am writing to complain about the outstanding invoice number R/5008 for office equipment supplied by us and delivered to you on 15th April for the amount $10,430. Despite repeated phone calls and a previous letter (dated 20th June) we have still not received any payment. When I last spoke to you last week you assured me that the account would be settled in full by the end of that week (23rd July). I have been unable to speak to you directly this week so this is my final correspondence on this matter. Unless the invoice is paid in full by the end of this week I will be forced to contact my lawyer and begin legal proceedings. I look forward to your co-operation in this matter. Yourssincerely, Janice Marshall |
投訴信常用詞匯
Complaint：投訴
Reference number：參考號碼
Order Number：定單號碼
Invoice number：賬單號碼
Outstanding payment：未付餘額
Overdue payment：過期金額
Goods：貨物
Delivery：運送
Inconvenience：不方便
Correspondence：書信來往
| 小測驗：又是True & False時間，以下句子哪一句對（T），哪一句錯（F）﹖ | |
| 1. It is not necessary to quote the reference/order/invoice number when complaining. | T / F |
| 2. When the letter begins "Dear Mrs Smith" it should end "Yours faithfully" . | T / F |
| 3. You should give details of your previous correspondence. | T / F |
Answer: 1.F 2.F 3.T
Posted on 12 Feb 2008.
