Example Complaint Letters

Writing an effective letter of complaint needn't be difficult, but it can take some time. To accompany the latest issue of Computeractive and our exclusive article on how to complain effectively we've produced three template letters that you can cut, paste and customise.

We've also produced a clear guide to the ten most common myths about your consumer rights, and you can the latest news on consumer rights and changes to the laws that protect you in our news section, here.

Letter 1: For a broken product

Use paragraph A for a product that’s less than five weeks old, paragraph B for one that’s less than six months old, and C for an older product. Insert paragraph D if necessary.

Rose cottage
Little Easthampton
Eastshire

14th July 2009

Mega Electrical
Unit 7
Shabby Lane Retail Park
Westshire

Dear Sir/Madam,

Re: Superjet S845 Printer, purchased on XXX, receipt no 4569123

A)
I purchased this printer from your store less than five weeks ago. Almost every time I use it, it tears the paper, making it virtually unusable. I believe this to be an inherent fault, and therefore wish to return the printer under the Sale of Goods Act for a full refund.

B)
I purchased this printer from your store less than six months ago. Almost every time I use it, it tears the paper, making it virtually unusable. I believe this to be an inherent fault, and therefore wish to return the printer under the Sale of Goods Act. Please advise me whether you would like to repair or replace the printer.

C)
I purchased this printer from your shop nine months ago. It has recently developed a fault that causes it to tear the paper every time it prints. Having checked online I have found that hundreds of other users have the same problem (see www.thisistheaddressofarelevantwebsite.com) so I believe it to be an inherent fault. Please advise whether or not I need a returns number, or if I can simply bring the faulty printer into the store and present it at the Customer Service desk.

D)
Contrary to the statement of your employee Mr Jones, whom I spoke with on the telephone last Thursday, I am not obliged to return it to the manufacturer myself. My contract of sale under UK law is with Mega Electrical, and not Superjet.

Thank you for your assistance in this matter.

Yours faithfully,

D Smith (Mrs).

Letter 2: For broadband problems

Fisherman’s Repose
The Causeway
Thribston Magna

18th July 2010

Mr Fred Smith
Customer Service Supervisor
BIG ISP
Moneybags Towers
London

Dear Mr Smith,

Re: Broadband service on telephone line 01632 960 076

Further to my telephone call, please find below details of the times at which my broadband service has been failing. I have been compiling a log, using the SpeedTest.net site to check the speed of the connection each day at both 1500 and 1730.

As you can clearly see, the speed of the line drops consistently between the two tests, and on many days the connection also fails completely. While I understand that the maximum speed is dependent upon distance from the exchange, the regular and predictable drop suggests not a problem with my line, but with the capacity of your network.

I understand that a broadband service may disconnect and reconnect as it calculates the best line speed, but those disconnections should be brief, and not last for hours at a time.

I trust you will agree that this needs investigation by your engineers. A line that is capable of working at the speed seen during the daytime should not simply disconnect at random so often, or suffer such dramatic drops in speed.

Date / Speed at 1500 / at 1730
1/5 / 7.6Mbps / 2.2Mbps
2/5 / 7.7Mbps / 1.8Mbps
3/5 / 7.6Mbps / 0.5Mbps
4/5 / 7.7Mbps / no connection
5/5 / no connection / 1.1Mbps
6/5 / 7.4Mbps / 0.8Mbps
7/5 / 7.5Mbps / no connection
8/5 / 7.6Mbps / 2.1Mbps

Yours sincerely,

D Smith

Letter 3: Email demanding to return a product under the DSRs

To: customerservice@crookedtrader.biz
Subject: Re: Return of order number 7312

Further to your phone call regarding the return of this product, and your claim that returns can only be accepted if notified to you within 48 hours of receipt, I would draw your attention to the Distance Selling Regulations, which state that:

1. Consumers have until seven working days after receipt of the goods to reject them and terminate the contract

2. Since you do not state otherwise on your website or on the email receipt that accompanies the order, I am not liable for the cost of returning the goods

While your customer service team are correct in that the Distance Selling Regulations do not apply to some goods, they certainly do apply in this case, as my order was not a custom product, nor does it meet any of the other exemptions.

So, I would be grateful if you would arrange to collect the goods at your expense, and issue me a refund of the total cost, £29.95, within thirty days of the date of this email. You may send a cheque, payable to Arthur Smith, or credit the card with which I originally paid.

Please confirm to me as soon as possible that you will be able to do this; if I do not receive a refund I shall regretfully have to contact the local Trading Standards Office.

Yours,
Arthur Smith

For more news on your consumer rights, click here.