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Writing a complaints letter

If there is a problem with goods or services, eg they are faulty, complain to the trader. If you bought something with a credit card or credit agreement, you can also complain to the finance company.

Before you write, make sure you have the correct name and address of the trader or finance company. Remember to:

• quote your reference, agreement or account number if you have one
• save a copy of your letter for your own records
• send your letter by recorded delivery
• write again if you don't get a reply to your letter after a reasonable time, eg 14 days

Template letters

Complain about goods and services

• Complain about faulty goods Opens new window

• Complain about goods and services bought on credit Opens new window

• Complain about a poor standard of service you have received (costs) Opens new window

• Complain about a poor standard of service you have received (delays) Opens new window

• Complain about a poor standard of service you have received (quality) Opens new window

• Complain about faulty goods received as part of a service being done for you Opens new window

• Complain to your finance company about faulty goods bought on hire purchase Opens new window

• Complain to a trader again if they have not replied to your first letter Opens new window

Cancel a contract or return goods

• Cancel a contract for services that was agreed online, by mail order or by telephone Opens new window

• Cancel goods ordered online, by mail order or by telephone Opens new window

• Cancel a contract made with a trader at your home or workplace Opens new window

• Tell a trader you have received an item you did not order Opens new window