What is a consumer complaint letter?
Phone calls and chat messages are easy for a business to lose track of. A written complaint is different: it names the order, says exactly what is wrong, asks for one clear remedy and gives a date to reply by. It is also the record you will want if you later go to an ombudsman, a consumer body, your card issuer or a small claims court.
This one-page letter is addressed to the business and quotes your order or receipt number, the date and the price. You describe the problem in your own words and note any calls or emails already made. Then you ask for a full refund, a free repair, a replacement, a partial refund of an amount you set, or something you describe, and offer to arrange an inspection or collection. It sets a reply date, lists any copies you enclose and, if you choose, names where you may take the complaint next. Someone at the business can sign to confirm they received it.
- Best for
- Faulty goods, poor workmanship, missed deliveries and services not as described
- Signed by
- You, plus the business's acknowledgement of receipt
- Remedies
- Refund, repair, replacement, partial refund or your own
- Length
- 1 page
When to use a consumer complaint letter
- A new appliance that stopped working within weeks
- A tradesperson's job left unfinished or done badly
- Furniture delivered damaged or not as described
- A holiday, course or event that didn't match what was sold
- Following up a helpline call that went nowhere
What you fill in
20 blanks, then the name and email of each person who signs: customer, business.
1 The letter
- Date of this letter*
- Your full name*
- Your address*
- Your phone or email*
- Business*
- Business address (optional)
2 The purchase
- What you bought*
- Order, receipt or account number*
- Date bought or service provided*
- Currency*
- Price paid*
- Paid by (optional)
3 The problem
- What went wrong*
- Contact so far (optional)
4 What you want
- What you want* a full refund of the price paid · a repair at no cost to me · a replacement of the same or an equivalent item · a partial refund of the amount below · as set out below
- Partial refund amount (optional)
- Details (optional)
- Reply by*
- Copies enclosed (optional)
- If not resolved, you may go to
5 Who signs
- Customer signature and date
- Business signature and date, job title · Someone in customer service or complaints. They sign only to confirm the complaint was received.
What the consumer complaint letter covers
- The problem
- What I am asking for
Using the consumer complaint letter, step by step
1 You and the business
Your name fills in from your account. Add your address and contact, and the business's name and complaints address if you know it.
2 The purchase
Say what you bought, the order or receipt number, the date and the price, and how you paid if that might matter later.
3 The problem
Describe what went wrong, with dates, as plainly as you can. Add any calls, emails or visits so far, with reference numbers.
4 Remedy and deadline
Choose the fix you want, set a reply-by date and list your enclosures. Sign and send it through FileIt, and keep it in your vault with the receipt and warranty.
Tips before you send it
- Ask for one remedy. A clear request is easier for a business to say yes to.
- Keep the tone calm and factual. Whoever reads it is more likely to help.
- Allow a reasonable time to reply, often around two weeks, unless the item is urgent.
- Keep the faulty item and its packaging until the complaint is settled.
- If you paid by card, ask your card issuer whether a chargeback or similar protection applies.
Sign it online in minutes
- Fill in the blanks. Names, dates and amounts go straight into the agreement — the preview shows exactly where.
- Name who signs. Tick “This is me” for your own part. FileIt builds the PDF with every signature, date box on the right line, and you can check or move anything before sending.
- Send it. Each signer gets a secure link and signs from any device — no account needed. The signed PDF, with an audit trail and a Certificate of Completion, is filed in your vault and emailed to everyone.
Consumer complaint letter: frequently asked questions
What am I entitled to?
That depends on consumer law where you bought it, how long ago, and what went wrong. The letter asks for the remedy you choose and says it doesn't limit any right you have. It isn't legal advice on which remedy the law gives you.
Should I write to the shop or the manufacturer?
Usually the business that sold you the item or service, since your contract is with them. A manufacturer's warranty can be an extra route.
What if they don't reply by the date?
The letter can name where you may take the complaint next, such as a consumer protection body, an ombudsman or a small claims court. Which one fits depends on the industry and where you are.
Why would the business sign it?
Their signature only confirms the complaint arrived. If they don't sign, FileIt's audit trail shows when it was sent and opened.
Can I attach photos and receipts?
Yes. List them in the letter, then add them to the envelope or send them alongside. Keep the originals.