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B2 ライティング

B2フォーマルなメール30分

苦情を伝えるフォーマルなメール

A formal email of complaint

丁寧だけれど毅然とした苦情を書きましょう。問題をはっきり説明し、正確な詳細を示し、どんな対応を期待するかを伝えます。

フォーマルな苦情は、製品やサービスが期待に沿わなかったときに、組織に宛てて書きます。目的は、問題をはっきり説明し、読み手に改善してもらうよう説得することです。調子は丁寧だけれど毅然としたものにします。怒りや感情的な言葉は、たいてい苦情の効果を弱めます。典型的な苦情は、書く理由を述べ、正確な詳細（日付、注文番号、何がうまくいかなかったか）を示し、その結果を説明し、組織にどうしてほしいかを伝えて、フォーマルに締めくくります。

お手本の文章

Complaint regarding order number 48213

Dear Sir or Madam,

I am writing to complain about a desk lamp that I ordered from your online shop on 2 March (order number 48213), and about the way my enquiries have been handled since then.

The lamp was due to arrive within five working days, but it was not delivered until 21 March. Moreover, when I opened the package, I discovered that the base was cracked and the lamp did not work. Please find attached photographs of the damage and a copy of my receipt. I contacted your customer service team by email on 22 March and again on 29 March, but I have not yet received a reply, apart from an automatic message promising a response within 48 hours.

As a result, I have been without a working lamp for my home office for almost a month, which has been extremely inconvenient. I chose your shop because of its reputation for reliable service, so I am particularly disappointed. I would therefore be grateful if you could arrange for the faulty lamp to be collected and either send a replacement or provide a full refund within the next fourteen days.

I look forward to hearing from you at your earliest convenience.

Yours faithfully,

Daniela Ruiz

便利な表現

段階フォーマルな表現避ける表現（くだけすぎ）
OpeningDear Sir or Madam, / Dear Mr Haddad,Hi there, / Hey,
Reason for writingI am writing to complain about ... / I wish to express my dissatisfaction with ...I'm really annoyed about ...
DetailsThe item was due to arrive on ... / On 3 May, I discovered that ...It came super late.
Adding pointsMoreover, ... / Furthermore, ... / In addition, ...Also, and another thing ...
ConsequencesAs a result, ... / This has caused considerable inconvenience.It totally ruined my week.
Request for actionI would be grateful if you could ... / I would appreciate it if you could ...Sort it out now.
ClosingI look forward to hearing from you. / Yours faithfully, / Yours sincerely,See you, / Cheers,

練習問題 1/2

フォーマルかカジュアルか

苦情のフォーマルなメールに最も適切なものを選びましょう。

  1. Which opening is best when you do not know the reader's name?

  2. Which sentence best states the reason for writing?

  3. Which is the most appropriate way to ask for action?

  4. The heating did not work. _____, there was no hot water for two days.

  5. My flight was cancelled without warning. _____, I missed an important meeting.

  6. You started the email with 'Dear Mr Lindqvist'. How should you end it?

  7. Which is the most suitable final line?

7問中0問回答

練習問題 2/2

フォーマルな表現を完成させる

各フォーマルな表現を完成させる語を1語入力しましょう。

  1. I am writing to about the poor service I received on 4 June.

  2. I would be if you could send a replacement as soon as possible.

  3. The parcel was to arrive on Monday, but it did not arrive until Friday.

  4. I look forward to from you.

  5. Please find a copy of my receipt.

  6. I would appreciate it you could reply within seven days.

  7. I wish to my dissatisfaction with the way my complaint was handled.

7問中0問回答

あなたの番です

ライティング課題

あなたは最近、地元の学校の週末料理講座に参加しましたが、いくつもの問題がありました（たとえば、講座の開始が遅れた、道具が足りなかった、1回の授業が予告なく中止になった）。講座の責任者のHaddad氏にフォーマルなメールを書きましょう。何が起こったかを説明し、その結果を述べ、学校にどうしてほしいかを伝えてください。

0語

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解答例を見る

あなたの文章

まだ何も書いていません。

解答例

Dear Mr Haddad,

I am writing to express my dissatisfaction with the weekend cooking course I attended at your school on 11 and 12 October (booking reference CK-2290).

According to your website, each session was due to start at 9 a.m. However, on the first day we waited for over an hour because the instructor had not been informed of the timetable. Furthermore, there were not enough chopping boards and pans for the twelve participants, so we had to share equipment and could not complete several recipes. On the second day, the afternoon bread-making session was cancelled without any explanation, even though it was the main reason I had chosen this course.

As a result, I received only about half of the teaching I had paid for. I also travelled for over an hour each way to attend, which makes the situation even more frustrating.

I would therefore appreciate it if you could refund half of the course fee, or alternatively offer me a free place on a future bread-making class. I would also be grateful if you could explain what steps you will take to prevent similar problems.

I look forward to your prompt reply.

Yours sincerely,

Kenji Morita

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