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Joy English · レベル B2 · フォーマルなメールjoy-english.com

苦情を伝えるフォーマルなメール

名前:日付:

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。

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

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?
    • a) Dear Sir or Madam,
    • b) Hi everyone,
    • c) To my friend at customer service,
  2. Which sentence best states the reason for writing?
    • a) I'm writing coz I'm really fed up with your hotel.
    • b) I am writing to complain about my recent stay at your hotel.
    • c) Your hotel is the worst in the world!
  3. Which is the most appropriate way to ask for action?
    • a) Give me my money back immediately.
    • b) I want a refund or else.
    • c) I would be grateful if you could refund the full cost of the ticket.
  4. The heating did not work. ___, there was no hot water for two days.
    • a) However
    • b) Furthermore
    • c) Nevertheless
  5. My flight was cancelled without warning. ___, I missed an important meeting.
    • a) As a result
    • b) Although
    • c) In contrast
  6. You started the email with 'Dear Mr Lindqvist'. How should you end it?
    • a) Yours faithfully,
    • b) Yours sincerely,
    • c) Love,
  7. Which is the most suitable final line?
    • a) I look forward to hearing from you.
    • b) Write back soon!
    • c) Bye for now.

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.

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。

180〜260語

文章を確認する

  • フォーマルな挨拶と、それに合った結びを使った。
  • 最初の段落で書く理由を述べた。
  • 日付、時刻、予約番号などの正確な詳細を示した。
  • 問題の結果を説明した。
  • 対応を求める、明確で丁寧な依頼をした（I would be grateful if ...）。
  • 短縮形や、くだけた表現・感情的な表現を避けた。

解答

フォーマルかカジュアルか

  1. a) Dear Sir or Madam,Dear Sir or Madam は、相手の名前が分からないときの標準的なフォーマルな書き出しです。
  2. b) I am writing to complain about my recent stay at your hotel.明確で、フォーマルで、丁寧です。ほかの文はくだけているか、感情的です。
  3. c) I would be grateful if you could refund the full cost of the ticket.I would be grateful if you could ... のような遠回しな依頼は、丁寧で毅然としています。
  4. b) FurthermoreFurthermore は別の問題を加えます。However と Nevertheless は対比を導きます。
  5. a) As a resultAs a result は、問題の結果を導きます。
  6. b) Yours sincerely,挨拶に相手の名前を使うときは、イギリス英語では Yours sincerely を使います。
  7. a) I look forward to hearing from you.I look forward to hearing from you は、標準的なフォーマルな結びの一文です。ほかはくだけた表現です。

フォーマルな表現を完成させる

  1. complainI am writing to complain about ... は、苦情の目的を述べます。
  2. grateful / obliged / thankfulI would be grateful if you could ... は、丁寧でフォーマルな依頼です。
  3. due / supposed / expected / scheduled / meantWas due to arrive は、その時刻に着くはずだったという意味です。
  4. hearinglook forward to の to は前置詞なので、-ing 形が続きます: hearing。
  5. attached / enclosedPlease find attached（メールの場合）または enclosed（手紙の場合）は、送付する書類を導きます。
  6. ifI would appreciate it if you could ... は、フォーマルな依頼です。
  7. express / voice / register意見や感謝を述べるのと同じように、不満も express を使って表します。

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

Joy English · 無料の英語練習 · https://joy-english.com/ja/writing/formal-complaint