You can make a complaint by contacting Royal Mail Customer Services through our website or by speaking with one of our advisors or by writing to us. If you choose to contact us by phone please have the details of your complaint available. For some complaints, you may be required to complete a "Loss Damage or Delay" form which is available online through our website or from Post Offices. Our Customer Services Advisors will let you know the appropriate process to follow. If you are contacting us on behalf of another person, we may ask you to provide proof of that person's consent to your handling his complaint. Once we have received your complaint, the Customer Services Advisor will record your details and provide you with a unique reference number that identifies you and your complaint. There are 3 key stages in our complaints process--at the end of each one we will ask you if you are satisfied with how we have handled your complaint. In written communications we will allow 14 calendar days, for you to come back to us with your response. If we do not hear from you after this time we will assume you are content with how the matter has been resolved. If you do contact us after the 14 calendar days your case can be reopened using your original reference number.
单选题
Details should be presented when complaining over telephone. A. Right B. Wrong C. Doesn't say
【正确答案】
A
【答案解析】题干是对原文信息点的转述。 文中信息点“If you choose to contact us by phone please have the details of your complaint available. ”指出：如果您想要通过电话方式和我们联系，请提供您投诉的详细信息。而题干意为：通过电话投诉时需要提供具体信息。这与原文的信息点相符，故答案为A。
单选题
A "Loss Damage or Delay" form is required during the process of complaint. A. Right B. Wrong C. Doesn't say
【正确答案】
B
【答案解析】题干对原文信息中关键点的适用范围进行了夸大。 题干意为：在投诉过程中需要“遗失损失或延误表”。而文中信息点“For some complaints, you may be required to complete a 'Loss Damage or Delay' form which is available online th rough our website or from Post Offices. ”指出：对于某些投诉，需要您填写遗失损失或延误表，可以从我公司网站下载或从邮局获取。由此可知，表格并不是所有的投诉过程都要有的，所以题干叙述不正确，故答案为B。
单选题
Permission needs to be required if a person complains on behalf of another. A. Right B. Wrong C. Doesn't say
【正确答案】
A
【答案解析】题干是对原文信息的精炼。 文中信息点“If you are contacting us on behalf of another person, we may ask you to provide proof of that person's consent to your handling his complaint. ”指出：如果您代表他人与我公司联系，请提供证据证明您已从此人处获得许可进行投诉。而题干意为：代表他人投诉需要获得许可。这与原文信息点相符，故答案为A。
单选题
Your complaint will be handled by the Customer Services Advisor. A. Right B. Wrong C. Doesn't say
【正确答案】
C
【答案解析】题干是对原文涉及信息点的猜测。 题干意为：您的投诉将由顾客服务顾问处理。而文中信息点“Once we have received your complaint, the Customer Services Advisor will record your details and provide you with a unique reference number that identifies you and your complaint. ”指出：我方收到您的投诉后，即由顾客服务顾问对您的投诉细节进行记录并给您提供唯一的参考编号用来识别您和您的投诉。这里并没有说明顾客服务顾问具体来处理解决投诉，所以题干涉及的内容在原文中没有明确表明，故答案为C。
单选题
A complainer will be asked for several times about whether he is satisfied with how the complaint is dealt with. A. Right B. Wrong C. Doesn't say
【正确答案】
A
【答案解析】该题干是对原文所提信息的概括。 文中信息点“There are 3 key stages in our complaints process--at the end of each one we will ask you if you are satisfied with how we have handled you r complaint. ”指出：处理您的投诉共有3个主要步骤——在每一步骤结束时我们都会向您询问是否对我们的服务感到满意。由此可推知投诉者会被问到约3次。而题干意为：投诉者会被若干次问到是否对投诉的处理情况感到满意。这与原文中信息点相符，故答案为A。
单选题
For every case of complaint, 14 days is given for the complainer to come up with the response. A. Right B. Wrong C. Doesn't say
【正确答案】
B
【答案解析】该题干的设定扩大了原文信息关键点的适用范围。 题干意为：我们给予每个投诉案件14天的反馈期限。而文中信息点“In written communications we will allow 14 calendar days for you to come back to us with your response.”指出：对于书面交流，我们会给您14天的时间来向我方反馈。题干与此有出入，故答案为B。
单选题
If a complainer fails in responding in 14 days, his case would be assigned a new reference number to be reconsidered. A. Right B. Wrong C. Doesn't say
【正确答案】
B
【答案解析】该题干是对文中信息点的错误改写。 文中信息点“If we do not hear from you after this time we will assume you are content with how matter has been resolved. If you do contact us after the 14 calendar days, your case can be re-opened using your original reference number. ”指出：如果14天后我们没收到投诉者的反馈，我们就认为投诉者对我们的处理很满意。如果投诉者在14天内进行反馈，案件可以按原参考编码重新审理。而题干意为：如果投诉者没有在14天内进行反馈，则为案件指定新的参考编码重新审理。这与原文信息点相矛盾，故答案为B。