Who it's for
- Consumers with faulty goods, digital content or a poor service
- Anyone who has tried to sort it out informally without success
- For six situation-specific letters, see the Complaint Letter Pack
What's included
- About this template — the Consumer Rights Act 2015 and time limits
- Your statutory remedies table: 0–30 days, 31 days–6 months, 6 months–6 years, services and digital content
- Escalation ladder: complaint, senior escalation, ombudsman or ADR, Section 75, Trading Standards, small claims
- Complaint letter: the problem, your legal rights (goods under 30 days, goods 31–180 days, or services), what you require and next steps
Key points covered
- Goods must be of satisfactory quality, fit for purpose and as described
- Within 30 days you can reject faulty goods for a full refund
- In the first 6 months, a fault is presumed to have been there at delivery
- Services must be performed with reasonable care and skill
- Most consumer claims must be brought within 6 years
DocPilot templates are drafted from current legislation and official guidance (GOV.UK, legislation.gov.uk and the relevant regulators), checked against those sources and fully re-reviewed every six months. They are not legal advice. How we make our documents →
Read the guide
Related documents
Complaint Letter Pack£16.99 · See what's included →Missing Delivery Complaint Letter£8.99 · See what's included →Small Claims Court Guide£12.99 · See what's included →
Questions
Letter or pack — which do I need?
This is one adaptable letter for goods or services. The Complaint Letter Pack has six letters for specific situations, including Section 75 and billing disputes.
How long should I give the company?
The letter suggests 14 days for a substantive response.
What if they still refuse?
Follow the escalation ladder: an ombudsman or ADR scheme, a Section 75 claim for credit card purchases of £100 to £30,000, or a small claim.
Is it in a bundle?
No. The Debt and Consumer Bundle includes the Complaint Letter Pack instead.
Complaint Letter Template
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