In the guide
This guidance is for England, Scotland & Wales
In most cases, you will be satisfied with the goods, services or digital content supplied by a trader but sometimes things go wrong and you want to complain.
You can complain in person or by telephone but make sure that you follow this up with an email or letter to confirm the details of your complaint.
You can alsoschedule a call from the trader to you, use an online contact form, web chat or social media as a way to report a complaint.
To achieve the best possible outcome, consider the following points when contacting the trader:
If you are unsure about what to write, then use the following templates (attached in Word format). They are written in a letter format but can easily be adapted to use for other communication methods. Where you are given a choice of phrase or words to use, make sure you use the correct ones.
If you want to know what your legal rights are and which remedies you are entitled to,the other consumer guides on this website provide detailed information. Some of them are referred to explicitly in the 'top tips' section of the templates.
Goods: price reduction or final right to reject
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 to redress: right to damages
Right to redress: right to a discount
Right to 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
Last reviewed / updated: March 2021
This information is intended for guidance; only the courts can give an authoritative interpretation of the law.
The guide's 'Key legislation' links may only show the original version of the legislation, although some amending legislation is linked to separately where it is directly related to the content of a guide. Information on amendments to legislation can be found on each link's 'More Resources' tab.
For further information in England and Wales contact the Citizens Advice consumer service on 0808 2231133. In Scotland contact Advice Direct Scotland on 0808 164 6000. Both provide free, confidential and impartial advice on consumer issues.
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