When something you have bought or paid for goes wrong, a clear written complaint is usually the fastest way to put it right – and it gives you a record you can rely on later. A good letter or email is not about sounding legal or aggressive; it is about stating plainly what happened, which right you are relying on, and exactly what you want the business to do. This guide explains what every effective complaint contains and walks through the letters most consumers need to send.
What every good complaint letter contains
Whether you write to a shop, a tradesperson, an insurer or a bank, the same building blocks make your complaint hard to ignore. Keep it factual, keep it short, and keep a copy.
- Who you are and the reference – your name, address, and any account, order or policy number so the business can find your case straight away.
- What went wrong and when – a brief, dated account of the problem: what you bought or were promised, when, and how it fell short.
- The right you rely on – name the relevant law or term where you can, such as the Consumer Rights Act 2015 for faulty goods or poor service.
- What you want, and by when – be specific: a refund, repair, replacement, or a sum in compensation, with a reasonable deadline (14 days is common).
- What you will do next – say politely that if you do not hear back you will escalate, for example to an ombudsman or the small claims court.
Send it by email or post, keep proof of sending, and never send original receipts or documents – copies only.
Faulty or misdescribed goods
Under the Consumer Rights Act 2015, anything you buy from a trader must be of satisfactory quality, fit for purpose and as described. If it is not, the law gives you a tiered set of remedies, and your letter should make clear which one you are exercising.
- The 30-day right to reject – for the first 30 days after you take ownership, you can reject faulty goods and ask for a full refund.
- Repair or replacement – after 30 days you can ask for a repair or replacement; the trader must do this within a reasonable time and without significant inconvenience to you.
- Price reduction or final rejection – if a repair or replacement fails, or cannot be done, you can claim a reduction in price or reject the goods for a refund (which may be reduced to reflect use after the first six months).
If a fault appears within the first six months, the law presumes it was there when you bought the item, so the trader – not you – has to prove otherwise.
Poor service and work done badly
The same Act covers services, from a haircut to building work. A service must be carried out with reasonable care and skill, for a reasonable price where none was agreed, and within a reasonable time. If it is not, you can ask the trader to redo the work or put it right, or to reduce the price if that is not practical. Set out clearly what was agreed, how the work fell short, and what you now want done. For problems with builders and home projects, see our guidance on home improvement claims.
Asking for a final response or deadlock letter
Many regulated businesses – banks, insurers, energy and phone providers – have a formal complaints process, and their answer opens the door to a free, independent ombudsman. If you are not satisfied, ask in writing for a ‘final response’ (sometimes called a ‘deadlock’ letter). Firms generally have up to eight weeks to give this. Once you have it – or once eight weeks have passed with no resolution – you can usually refer the matter to the relevant ombudsman, such as the Financial Ombudsman Service. Be aware there are time limits for referring a complaint on, so do not sit on a final response.
Claiming from your card provider (Section 75)
If you paid for goods or services costing more than £100 and up to £30,000 on a credit card, Section 75 of the Consumer Credit Act 1974 makes your card provider equally responsible if the seller breaches the contract or misrepresents what you bought – useful if the trader has gone bust or refuses to help. Write to the card provider’s disputes team explaining what you bought, what went wrong, and that you are making a Section 75 claim, enclosing copies of your evidence. If they turn you down, you can take the complaint to the Financial Ombudsman Service.
Copy-and-paste letter templates
Use these as a starting point. Replace anything in [square brackets] with your own details, keep a dated copy, and send by email or post with proof of sending.
1. Complaint letter: faulty goods, 30-day right to reject
Dear [company name],
Re: [order/reference number] – faulty [product]
On [date] I bought a [product] from you for [£amount]. The item is faulty: [briefly describe the fault]. This means it is not of satisfactory quality, so it does not meet the standard required by the Consumer Rights Act 2015.
As it is less than 30 days since I bought the item, I am exercising my short-term right to reject it and I am requesting a full refund of [£amount]. Please confirm within 14 days how you will refund me and arrange collection of the item at your cost.
Yours faithfully, [your name] — [your address] — [date]
2. Rejection letter: after a failed repair or replacement
Dear [company name],
Re: [order/reference number]
On [date] you [repaired/replaced] my [product] after I reported a fault. The [same/a related] fault has occurred again: [describe]. Under the Consumer Rights Act 2015, because a repair or replacement has failed, I am entitled to reject the goods for a refund or to claim a price reduction.
I am now rejecting the goods and requesting a refund of [£amount]. Please confirm within 14 days. If I do not hear from you, I will escalate this to [the relevant ombudsman / the small claims court].
Yours faithfully, [your name] — [date]
3. Complaint letter: poor service or work done badly
Dear [company/trader name],
Re: [job/reference] carried out on [date]
You agreed to [describe the service/work] for [£amount]. The work falls short because [describe the problem]. Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill.
I ask you to [redo the work / put the defects right] by [date], at no further cost to me. If that is not done, I will seek a price reduction and, if necessary, pursue the matter through [an ombudsman / the small claims court].
Yours faithfully, [your name] — [date]
4. Escalation letter: requesting a final response before the ombudsman
Dear [company name],
Re: complaint reference [number]
I complained to you on [date] about [summarise]. I am not satisfied with your response [or: I have had no response]. Please treat this as a formal request for your final response (deadlock letter) so that I can refer my complaint to [the Financial Ombudsman Service / the relevant ombudsman].
If I do not receive a satisfactory final response within eight weeks of my original complaint, I will refer the matter to the ombudsman, as I am entitled to do.
Yours faithfully, [your name] — [date]
5. Letter before claim: final warning before court
Dear [company name],
Re: letter before claim – [reference]
Despite my previous correspondence dated [dates], you have not [refunded me / resolved my complaint]. This is my formal letter before claim.
Unless you [pay me £amount / resolve this] within 14 days of the date of this letter, I intend to issue a claim against you in the County Court to recover the sum owed, together with interest and court costs, without further notice.
I would prefer to resolve this without court action and look forward to your reply.
Yours faithfully, [your name] — [address] — [date]
For the court route after a letter before claim, see our small claims court guide; to escalate to a free ombudsman, see which ombudsman covers your complaint.
Sending a calm, well-evidenced letter resolves most disputes without going further. If it does not, our legal and claims section explains your next steps, and if your issue concerns your rented home you can read about housing disrepair instead.