Identifying faults and example letters of complaint

Identifying the fault 40 Kb
If you are in dispute with a trader about faulty goods, how the fault was caused or when it happened, this leaflet may help you.

Is the trader right? 155 Kb
Do you know the rights and wrongs relating to consumer rights?

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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 advice you have been given on solving your problem

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 five examples of letters which should help you to sort out your complaint.

	Click on the icon to download
Letter 1 - Faulty goods Use this letter as a guide when writing to a trader to reject faulty goods an requesting a full refund.	12 Kb
Letter 2 - Poor service and faulty goods supplied as part of a service Use this letter as a guide when writing to a trader asking for faulty workmanship to be put right.	21 Kb
Letter 3 - Faulty goods bought on credit using a credit card or on finance Use this letter as a guide when writting to a finance company or credit card company requesting a refund for faulty goods when the trader has failed to address the problem and you beleive the finance company is jointly liable. If you are in any doubt - contact us for advice first.	22 Kb
Letter 4 - Poor service and/or faulty goods supplied as part of a service, paid for using a credit card or on finance Use this letter as a guide when writting to a finance company or credit card company requesting repairs when the trader has failed to address the problem for faulty goods supplied and/or services rendered and you beleive the finance company is jointly liable. If you are in any doubt - contact us for advice first.	22 Kb
Letter 5 - Reminder or final letter before possible court action Use this letter as a guide when writting to a trader to chase a response to a previous letter of complaint.	21 Kb