How to solve your problems - Sample letters

If you have a complaint against a trader or a credit company you may need to send a letter. Before you write, make sure:

You have read and understood the Consumer Action Pack.

You have a valid complaint.

You have the correct name and address of the trader or the credit company.

You have copies of any documents, receipts, guarantees or reports which you may need to send with your letter.

Remember:

• Quote your reference or account number if you have one.
• Keep a copy of your letter.
• Don't send original documents.
• Send your letter by recorded delivery.
• Write as soon as you can.
• If you don't get a reply to your letter write again after a reasonable time, say 14 days

Here are six examples of letters which should help you to sort out your complaint.

Letter 1 - Faulty goods
The Owner Mr A. Jones
A.N. Other Furniture 1 EveryRoad
Any Road Anytown
Anytown
21st November 0100 123 4567

Dear Sir/Madam,
Sale of Goods Act 1979 (as amended)
On 25th October, I bought a three piece suite from you for £750 which is faulty. The problems are:
1. One arm of the settee is loose
2. There are a number of nails sticking out of the chairs
and settee
3. One of the cushions on the suite has flattened.
I complained about this to you the day after delivery and was told someone would call out. I have heard nothing since.
I wish to reject the goods and claim a full refund. Please respond to my complaint within 7 days.

Yours faithfully,
A. Jones

Letter 2 - Poor services and faulty goods ~ supplied as part of a service

The Owner Mrs B. Smith
A.N. Other Windows 2 Every Road
Any Road Anytown
Anytown
1st September 0100 123 4567

Dear Sir/Madam,
Supply of Goods and Services Act 1982
(as amended)
On 25th March, you fitted double glazing for £3,500 which I have now discovered is faulty.
The problems are:
1. The bathroom window will not close properly
2. The seals on the lounge windows have failed.
I complained about this to you four weeks ago. Someone came out to look at the problem but I have heard nothing since.
I wish to claim a free repair
Please respond to my complaint within 7 days.

Yours faithfully,
B. Smith

Note: In Scotland, omit the reference to The Supply of Goods and Services Act 19B2 in letters 2 and 4.

Letter 3 - Faulty goods bought on credit

U. Need Finance Ltd Mr A. Iones
The Tower 1 Every Road
Bridge Road Anytown
Anytown
21st November 0100 123 4567
Account No. 9876543

Dear Sirs,

Sale of Goods Act 1979 (as amended)
On 25th October, I bought a three piece suite for £750 from A. N. Other Furniture, who arranged credit with you. I have discovered that the suite is faulty.
The problems are:
One arm of the settee is loose
There are a number of nails sticking aut af the chairs and settee
One of the cushions on the suite has flattened.
I complained about this to A.N. Other Furniture the day affer delivery and was told someone would call out. I have heard nothing since. I wish to reject the goods and claim a full refund from you. You have joint liability under Section 75 of the Consumer Credit Act 1974. Please respond to my complaint within 7 days.

Yours faithfully,
A. Jones

Letter 4 - Poor services etc. bought on credit

U. Need Finance Ltd Mrs B. Smith
The Tower 2 Every Road
Bndge Road Anytown
Anytown 0100 1234567
lstSeptember
Dear Sirs, 0100 1234567

Supply of Goods and Services Act 1982 (as amended)

On 25th March, I bought double glazing for £3,500 from A.N. Other Windows, who arranged credit with you. I have discovered that the double glazing is faulty.
The problems are:

1. The bathroom window will not close properly.
2. The seals on the lounge windows have failed I complained about this to A.N. Other Windows four weeks ago. Someone came out to look at the problem but I have heard nothing since.

I wish to claim a free repair from you.
You have joint liability under Section 75 of the Consumer Credit Act 1974. Please respond to my complaint within 7 days.

Yours faithfully,
B. Smith

Letter 5 - Reminder

The Owner Mr. A. lones
A.N. OtherFurniture 1 EveryRoad
Any Road Anytown
Anytown
17th December 0100 123 4567

Dear Sir/Madam,

I wrote to you on 21 st November. I enclose a copy of that letter. I have not yet had a response.
Unless I hear from you within 7 days I will have to take court action. The costs of this action, which could include an independent report, will be added to my claim.

Yours faithfully,
Jones

Letter 6 - Final letter

The Owner Mr. A. Jones
A.N. OtherFurniture 1 Every Road
Any Road Anytown
Anytown
27th December 0100 123 4567

Dear Sir/Madam,

I have given you reasonable opportunity to resolve my complaint. You have failed to do so.
Unless I hear from you within 7 days with a satisfactory solution, I will start court action. The costs of this action, which could include an independent report, will be added to my claim.

Yours faithfully,

A. Jones