- Step 2 Explain your problem, and what you expect to be done to resolve it.
- Step 3 If the problem is not resolved, put your complaint in writing. Send the letter by recorded delivery and keep a copy.
- Step 4 Give the trader 14 days to respond, or less time if it is an emergency.
- Step 5 If you don't get the response you hoped for seek further legal advice. Click here to contact Warwickshire Trading Standards Service, or visit TS Central to find your local Trading Standards Service
Top tips for writing a letter of complaint
When you have problems with faulty goods or services, it is often a good idea to put the details of your complaint in writing, perhaps because the local shop is not being very helpful and you want the head office to deal with the matter, or because you have a mail order or credit transaction.
When writing a letter of complaint, use this checklist to ensure it is as effective as possible:
- make sure you write to the correct company address
- include copies (not originals) of any supporting documentation, such as receipts or other proofs of purchase; order forms; invoices etc
- quote any relevant account/customer/invoice numbers
- be specific and stick to the point - quote dates of events, and all the relevant circumstances surrounding your complaint
- be clear about what you want the trader to do to solve your complaint
- set a deadline by which time you want the matter to be sorted out and stick to this deadline
- get evidence to support your claim, i.e. independent technical reports, and enclose a copy with your letter
- keep a copy of your letters, and send them by recorded delivery
- act quickly - delaying can sometimes affect your rights
- be persistent - write a reminder letter if you don't get a reply to your first one
Standard letters of complaint for you to copy and use
Replace the bold text with your own details.
If you have purchased something and it is faulty, not as described, or not fit for its purpose and you wish to reject it and claim you money back use this letter
If you have bought something that turns out to be faulty and you think you are entitled to a free repair use this letter
If you have bought something that turns out to be faulty and the business has failed to repair the product successfully use this letter
If goods you have ordered do not arrive on time and you wish to reject them and get your money back use this letter
If you have bought goods on credit and they are faulty, not as described, or not fit for their purpose and you wish to reject them and claim a full refund from the credit provider use this letter
If you wish to complain about the poor quality of your holiday and claim compensation use this letter
If you have had some work done to you house, car, etc. and you are unhappy with it and want the trader to rectify the faults you have found, use this letter
If a trader or business has ignored your letters of complaint or other communications, or has failed to deal adequately with your problem, and you which to take the matter to court use this letter
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