Complaint letter templates

Consumer rights complaint letter templates

Sending a formal complaint to a business is the first step in resolving an issue. You can use the letter templates below to help you to do this. The templates contain references to current consumer rights laws and acts to back up your complaint.

How to use the complaint letter templates

The letter templates are in .docx format. You can download the templates to your own device. You will be able to edit the template on most devices.

The letters have space for you to fill in the required information. There are prompts to tell you what information is required. There is text provided to fit a number of different situations, please choose the option that is most suitable for your situation.

Sending the letter of complaint

When emailing the complaint letter, it is better to copy and paste the contents of the letter into the email, rather than sending the letter file as an attachment. You can attach your receipt or order confirmation or any other useful documents to back up your complaint.

If you are emailing your complaint but you have a physical receipt or other document, you can scan or take a photo of it with your phone so you can attach it to the email. If you bought the item online, you most likely have a receipt or order confirmation in your email.

If you send your complaint by post, be sure to date your letter and include a copy of the receipt for the item, not the original.

Problems with goods complaint letter template

Use this letter if you need to complain about a good that is faulty, is not as advertised or described, is not fit for purpose, or other similar issue.

Problem with services complaint letter template

Use this letter if you have an issue with a service that was not supplied as advertised or agreed, if you have not been able to use the service in full due to an issue, or another similar issue.

Non-delivery of goods complaint letter template

Use this letter if you have an issue with goods not being delivered, or not being delivered by an agreed date.

Non-delivery of services complaint letter template

Use this letter if you have an issue with a service not being delivered, only partially delivered or not being delivered by an agreed date.

Recurring issue with goods complaint letter template

Use this letter if you have a recurring issue with goods, or a new issue with goods that have already been repaired or replaced by the business. 

Recurring issue with services complaint letter template

Use this letter if you have a problem with a service that keeps reccurring, if there is a continued issue with a service which means you can't use it fully, or there is a serious issue which you have not been able to resolve.