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Making a Complaint
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Making a Complaint
Writing a Letter of Complaint
When you have problems with faulty goods or services, it is useful to put the details of your complaint in writing.
When you write a letter of complaint include the following information:
- Copies of documents, such as receipts or other proofs of purchase
- Quote any relevant invoice numbers
- Be concise - list dates of events in chronological order, and all the relevant circumstances surrounding your complaint
- Get evidence to support your claim, i.e. independent technical reports, and enclose a copy with your letter
- 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
- Send your letter by recorded delivery and keep a copy
- 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
Sample letters
The following are links to example letters that should help illustrate the advice given above.
The letters refer to the law relating to the sale of goods and more information on this can be found on the page 'Knowing Your Rights'.
- Rejecting a Faulty Television - this sample letter out lines how to go about rejecting faulty goods by contacting the trader from whom the goods were bought.
- Claiming a Refund from a Credit Card Company - this example deals with the situation where the trader who sold the goods is no longer in business or refuses to acknowledge your claim.
