Complaint letter template
A complaint letter works best when it is short, factual and ends with exactly what you want the company to do. This template follows that order: what happened, what you want, and when you expect a reply.
The template
Fill it in by answering a few questions, and everything in [square brackets] is replaced with your details. Everything else can be edited too.
[your name]
[Your address]
[Customer services / Complaints department]
[Company name]
[Company address]
[Date]
Complaint about my order
Dear Sir or Madam,
I am writing to complain about [the product or service], which I bought from [place, or online] on [date].
[What went wrong, in order. Keep to facts: what you expected, what happened, and anything you have already done to sort it out.]
To resolve this, I would like you to [refund / repair / replace / put it right]. I enclose copies of my receipt and any other relevant documents.
Please reply within [14] days. If I do not hear from you by then, I will consider taking the matter further.
Yours faithfully,
[your name]
When to use it
Use it for a faulty product, a poor service, a billing mistake or a delivery that never arrived — anywhere a phone call or web form has not fixed the problem, or where you want a written record.
Tips for writing it
- Put your order, account or reference number in the subject line so the letter reaches the right team first time.
- Stick to dates and facts. A calm, specific letter is harder to ignore than an angry one.
- Say exactly what would resolve it: a refund, a repair, a replacement or an apology.
- For faulty goods you may have rights under the Consumer Rights Act 2015 — you can mention it by name.
- Give a reasonable deadline for a reply; 14 days is commonly used.
- Keep a copy, and send it tracked so you can show when it arrived.
Official guidance: Consumer protection rights on GOV.UK (opens in a new tab)
Frequently asked questions
Should I send a complaint letter by post or email?
Either can work, but a posted letter sent with tracked delivery gives you a dated record that it arrived, which helps if the complaint later goes to an ombudsman or small claims.
What happens if the company ignores my complaint?
Many sectors have an ombudsman or dispute scheme you can go to once the company has had a fair chance to respond. For money you are owed, a letter before action is the usual next step before a small claim.
Can I send this without a printer?
Answer a few questions and the template fills itself in. Check it over in the editor, and we print it and post it for you with tracked delivery — sent flat in a hardbacked envelope, never folded, to any UK address.