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. The panel below gives you some useful tips for letter writing, and on the back of this leaflet are some sample letters which you may find helpful. 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

Rejecting Faulty Goods

Dear Sir/Madam Date:

REF: XYZ CD PLAYER

On 1st March 1996, I bought a XYZ CD player from your Anytown branch. Now, 9 days after purchase, the player is completely defective, and none of the functions are operating. On complaining to the shop manager, he told me that I had to return goods within 7 days, and that it was now the manufacturer's problem. The Sale of Goods Act 1979 (as amended) requires you to supply goods of a satisfactory quality. I must be given a reasonable length of time to examine the goods before accepting them. I think that 9 days is still within a reasonable time, and that this fault means the CD player is not satisfactory. Further, as I bought the goods from you, my contract is with you, not with the manufacturer. Therefore, I am notifying you that I am rejecting the goods on the basis of your breach of contract, and request a full refund of my money within 14 days of the date of this letter.

Yours faithfully, etc

Asking a Trader for a Free Repair to a Recently Purchased Car

REF: ABC ESTATE CAR - REG NO: K111 KKK

On 14th February 1996, I purchased the above car from you, for £3,500. I have had the car for 10 weeks, and it has now developed a serious defect with the gearbox.

I understand from another mechanic that this fault is not as a result of wear and tear or misuse by me during the time that I have had the car, but was present at the time you sold it to me. I enclose a copy of his report for your information.

The Sale of Goods Act 1979 (as amended) means that I am entitled to expect the car to be of a satisfactory quality, having regard for the price paid. I feel it is unreasonable for a car of this price to have a major fault so soon after purchase, and consider you to be in breach of contract.

I would like to request that you either carry out the repair at your own expense, or you compensate me for the cost of getting the work done elsewhere, and I would like the matter resolved within 14 days of the date of this letter.

Yours faithfully etc

Rejecting Goods Not Delivered On Time

Dear Madam/Sir Date:

REF: ACME 3 PIECE SUITE-ORDER NO 12345

On 2nd February 1996, I ordered the above suite of furniture from your store, and was quoted a delivery date of between 4-6 weeks. I have paid the full amount in advance. However, despite numerous calls and visits to the store, and promises of delivery, I have not yet received the goods.

Under the Sale of Goods Act 1979 (as amended) I am entitled to expect goods to be delivered within a reasonable time. As it is now 11 weeks from the initial order, I feel I have been kept waiting for an unreasonable length of time. I now wish to make time of the essence in the contract. If you do not deliver the furniture within 10 days of the date of this letter, I will consider you to be in breach of contract. The contract will then be terminated and I will require a full and immediate refund.

Yours faithfully etc

Complaining to a Holiday Company about Poor Quality Hotel Accommodation

REF: COSTABOMB APARTMENTS-BENIDORM BOOKING REF: 12345/678

My family and I have recently returned from a 2-week holiday at the above apartments, and I wish to complain about the standard of accommodation. Briefly, my complaint is as follows:

The tiles in the bathroom were filthy and cracked, and some were coming away from the wall; the shower did not work at all; the general standard of cleanliness and decoration was very poor, and there was no maidservice available, as advertised in your brochure. When I asked your representative if we could be moved, she refused and avoided us for the rest of the holiday. Under the Supply of Goods and Services Act 1982 (as amended), I am entitled to expect the accommodation provided to be of a satisfactory standard. As the price for this holiday was at the top end of your medium price range, I consider the standard to be very poor and would like compensation to reflect the actual value of the holiday. I enclose photographs which I think show clearly the low standard and specific faults, and look forward to an offer of compensation within 14 days.

Yours faithfully,

Asking a Double Glazing Installer to Rectify a Faulty Installation

REF: AGREEMENT NUMBER 12345

On 1st March 1996, you installed replacement double glazed UPVc windows and doors at the above address. It was immediately apparent that the installation was defective, as rain came through the French doors in the lounge, and the window in the downstairs lavatory the next day. I have contacted you by telephone three times and each time you have promised to visit and put the fault right, but to date it has not been resolved.

Under the Supply of Goods and Services Act 1982 (as amended), I am entitled to expect work to be carried out using reasonable care and skill, and also any materials used should be of a satisfactory quality and fit for the purpose. Because of these faults, I now consider you to be in breach of contract. As there is an outstanding balance of £1,000 for this contract, I intend to withhold payment until the work is rectified by you. If this is not done within 21 days from the date of this letter, I will employ another contractor to rectify the problem, and use the outstanding balance to finance this work. I look forward to hearing from you.

Yours faithfully, etc.

Claiming a Refund from a Credit Card Company/Finance Company for a Purchase which is either Defective or where the Retailer is no Longer Trading

REF: CREDIT CARD/FINANCE AGREEMENT NO & NAME OF TRADER FROM WHOM GOODS BOUGHT

On 1st March 1996, I bought a video recorder from the above retailer, using my credit card/under the above agreement*. I have had the recorder for 2 weeks, and it is now completely defective.

I have tried to get a refund from the trader but they have ceased trading/are ignoring my complaint*. Under the Consumer Credit Act 1974, Section 75, I am entitled to look to you for compensation, as this law makes you equally liable with the trader for any breaches of contract.

My statutory rights under the Sale of Goods Act 1979 (as amended) mean that goods should be of a satisfactory quality. As the recorder is no longer working, I wish to reject it and have my money refunded in full. I look forward to hearing from you within 14 days.

Yours faithfully, etc.

(use whichever example is appropriate)