Most complaint letters are ignored because they're emotional rather than legal. A complaint letter that cites the correct statute, states the remedy sought, and sets a clear deadline is far more likely to get a response — and a resolution.
Gather everything first: receipts, order confirmations, photographs of faulty goods, records of previous contact, any written communications from the business. Your letter is only as strong as the evidence behind it.
Check the business's complaints process — many have a specific address or email for complaints. Using the right channel speeds up the response and demonstrates you've followed their process, which matters if you later escalate to a regulator or court.
State the facts briefly and without emotion. Date, product or service, what was promised, what happened instead. "On 14 March 2026 I purchased a [product] from your [store/website]. On delivery it was [faulty/not as described/not fit for purpose]."
Reference the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described. Services must be provided with reasonable care and skill. Citing this shows the business you know your rights — and that you're serious.
Be specific. A refund, a replacement, repair, or compensation. If you have a legal right to a remedy, state which one. Under the CRA 2015, if goods are faulty within 30 days you have the right to a full refund. After 30 days the initial remedy is repair or replacement.
Give them 14 days to respond. This is the standard Letter Before Action timeframe. It shows you are prepared to escalate and gives them a reasonable opportunity to resolve it.
State clearly what you will do if they don't respond: escalate to their trade association, refer to the relevant ombudsman, or issue a claim through the County Court. Businesses take complaints far more seriously when they know the next step is a CCJ.
| Situation | Relevant law |
|---|---|
| Faulty goods | Consumer Rights Act 2015, s.9 (satisfactory quality) |
| Goods not as described | Consumer Rights Act 2015, s.11 |
| Poor service | Consumer Rights Act 2015, s.49 (reasonable care and skill) |
| Online purchase cancellation | Consumer Contracts Regulations 2013 (14-day cooling off) |
| Credit card purchase | Consumer Credit Act 1974, s.75 (joint liability with card issuer) |
| Delayed delivery | Consumer Rights Act 2015, s.28 |
If the business doesn't respond or refuses to help, the escalation routes depend on the sector:
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