Complaining in writing
When you are writing a letter of complaint, it is important to give clear, factual information about when you bought it and what went wrong - and to tell the company what you want them to do about it.
Consumer Direct has six different template letters, to help you include everything you need in a letter of complaint.
If you complain in writing:
- Keep the letter brief and to the point – use bullet points
- Describe the item or service you bought
- Say where and when you bought the item – or when the service was done – and how much it cost
- Explain what is wrong, any action you've already taken, to whom you spoke and what happened
- Say what you want done to remedy the situation – for example, a refund or repair, or the job done again without charge
- Send the letter recorded/special delivery so you can check your letter has been received or send the letter with proof of posting from the post office.
- Keep copies of any letters you send. Don't send original documents – send photocopies.
Use our templates as a basis for the following types of letter:
- Complaining about faulty goods
- Complaining about poor services
- Complaining about faulty goods bought on credit
- Complaining about poor services paid for on credit
- Complaining about faulty goods bought on hire purchase
- Sending a final reminder before taking a trader to court
