Writing For Results

Do you need to put your complaint in writing?

Sample Letter

Your address

Your telephone number

Name of business
Address of business

Dear Sir/Madam,
Ref: XXXXXXX

On (date) I purchased (item/service) from your company at a cost of £(price). However (detail the nature of the fault and state the date it occurred).

I enclose a copy of my receipt number X123.

I wish to reject the item as it is not of satisfactory quality as required by the Sale of Goods Act 1979 (as amended).

I therefore wish to claim a refund/I am prepared to give you an opportunity to repair the (defects) without any charge to me whilst fully reserving my rights.

I look forward to hearing from you within the next 14 days.

Yours faithfully (sign)

Give your name, address and telephone number.
Ensure your letter is dated.
With a large company first write to the branch you have dealt with. If they do not sort your problem out then write to the head office.
Write to a named individual if possible.
Use any reference or policy number.
Keep to the point, detailing the facts.
Tell them what the fault or problem is and when it occurred.
Include any evidence, eg copies of invoices, receipts, estimates, etc.
State the legal basis of your claim, and if possible the relevant statute
eg. Sale of Goods Act 1979 (as amended) for faulty goods or
Supply of Goods & Services Act 1982 (as amended) for inadequate services.
Tell them what you want them to do.
Set a reasonable deadline. If you do not receive a satisfactory response write again saying you will take action in the County Court.
Keep copies of everything.
Send letters by recorded delivery.
Keep a record of all telephone calls.
Always note the name of the person you speak to.

Useful Phrases

Under the Supply of Goods and Services Act 1982 (as amended) you are required to carry out work reasonable care and skill, using materials of reasonable quality. The defects listed below show that they have failed to meet these requirements.
The Sale and Supply of Goods Act 1994 requires you to supply goods of satisfactory quality
I wish to claim compensation for your breach of contract and would consider that £xxx is a reasonable sum to claim.
The (item) was purchased on (date) and in 5 months it has been repaired 10 times. I am prepared to give you one more chance to repair it properly, but this is on the condition that if it is not successful then you refund the £xxx I paid for the (item).
If the matter is not resolved by (insert date) I will have no alternative than to take the matter further and to pursue a claim in the small claims procedure of the County Court. I will hold you liable for any expenses incurred.

Further advice and information can be obtained from Staffordshire Trading Standards at:

Consumer Advice – Consumer Direct
Tel: 08454 04 05 06
E mail: consumer.advice@staffordshire.gov.uk

Minicom: (01785) 854156

All of our information leaflets are available in a range of formats and languages, including Braille and large print. If this would be useful to your or someone you know, please contact us.

Last Modified: 19/04/2006 12:51:55
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