In this guide, the words 'must' or 'must not' are used where there is a legal requirement to do (or not do) something. The word 'should' is used where there is established legal guidance or best practice that is likely to help businesses avoid breaking the law.
This guidance is for England, Scotland and Wales
In most cases, goods, services or digital content supplied by a trader will be satisfactory, but sometimes things go wrong and you will want to complain.
You can complain in person or by telephone but make sure that you follow this up in writing too, so there is a record of your complaint.
You can also arrange for the trader to ring you, use an online contact form, web chat or social media as a way to report a complaint.
To get the best possible outcome, go through the following points before you contact the trader:
- for most contracts but not all, the trader must give you certain important information, such as after-sales information and details of any complaints-handling policy they may have. Check this before you complain
- if the trader does not provide after-sales information or details of a complaints-handling policy, you need to find out who and where to complain to. Check the trader's website, social media, the back of the receipt, the order form or the delivery note for details
- depending on how a trader deals with customer service matters, contact the person or department authorised to deal with complaints. Check to make sure you are using the correct contact details. If you write directly to a branch, you can also send a copy of your letter or email to the head office
- most large traders are unlikely to have a named individual to complain to; they may have a general email address or contact form for customer complaints
- keep a copy of your complaint
- if you receive an email acknowledgement of your complaint, keep it
- use the trader's social media accounts to report a complaint, but take care about the information you disclose if your post can be seen by others
- check online complaint forums for more information before you contact the trader. Other people may have the same problem as you
- quote relevant order numbers, reference numbers and invoice numbers to make it easier for the trader to connect your complaint to the order
- be polite and stick to the point. Genuine points of concern may get lost in a long complaint
- quote dates or events and all the relevant issues about your complaint
- if you send a handwritten letter, make sure it can easily be read. Seek help if necessary
- ensure as best you can that the problem is not 'user error'
- know what your rights are. For example, are you returning goods within 30 days for a refund, do you have extra protection because you paid by card or on finance? Do you have a guarantee or warranty? It may be useful to inform the trader that you have sought legal advice
- if possible, quote the law that you are making your claim under and make it clear what you are legally entitled to
- be clear about the result you are looking for and what you want the trader to do to resolve your complaint
- you may need to provide evidence to the trader to back up your complaint, such as copies of your documents (receipt, emails and letters) as well as anything else you think will prove your case, such as photographs and videos
- do not send copies of bank / credit card statements due to the risk of identity theft
- act quickly, as a delay can sometimes affect what you are entitled to
- give a reasonable time for the trader to get back to you
- be persistent and follow up if you do not get a response to your initial complaint
- keep a dated diary of all stages of your complaint
- copies of letters, emails, screenshots from your device and other documents are useful evidence if you forward your complaint to a trade association, regulatory body, use any other form of alternative dispute resolution or if you take action in court
- if at any stage you need to check your legal rights, contact the Citizens Advice consumer service / Advice Direct Scotland (contact details can be found at the end of this guide)
TEMPLATES
If you are unsure about what to write, then use the following templates (attached in Word format). Where you are given a choice of words to use, make sure you use the correct ones.
If you want to know what your legal rights are and what you are entitled to, consumer guides on this website provide detailed information.
Goods: non-delivery
Goods: price reduction or final right to reject
Goods: refund
Goods: repair or replacement
Services: carried out within a reasonable time
Services: legally binding information
Services: price reduction
Services: reasonable price to be paid
Services: repeat performance
Digital content: damage caused to device or other digital content
Digital content: price reduction
Digital content: right to supply (refund)
Digital content: repair or replacement
Off-premises sale: cancellation
Returning goods bought at a distance
Right of redress: right to damages
Right of redress: right to a discount
Right of redress: unwinding the contract
Building work repairs
Building work delays
Repairs to faulty double glazing
Flights: compensation for a delayed flight
Flights: compensation for a cancelled flight
Flights: compensation for denied boarding
Flights: reimbursement for being downgraded
Package holiday complaint
Refund for faulty car
Repairs to faulty car
Unsatisfactory car repairs
Holding a finance company equally liable in a dispute with a trader
Asking a trader to consider a joint expert report
Letter before court action
IN THIS UPDATE
Templates updated.
Last reviewed / updated: May 2025
Key legislation
- there is no key legislation for this guide
Please note
This information is intended for guidance; only the courts can give an authoritative interpretation of the law.
The guide's 'Key legislation' links go to the legislation.gov.uk website. The site usually updates the legislation to include any amendments made to it. However, this is not always the case. Information on all changes made to legislation can be found by following the above links and clicking on the 'More Resources' tab.
Contact the Citizens Advice consumer service in England or the Citizens Advice consumer service in Wales. You can also contact either on 0808 223 1133 (call 0808 223 1144 to speak to a Welsh-speaking adviser). In Scotland, contact Advice Direct Scotland on 0808 164 6000. All three services provide free, confidential and impartial consumer advice.
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