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How to Write a Complaint Letter That Works
A good complaint is short, polite and specific. Give your order or account number and the dates, say what went wrong and which law applies if you can, and be clear about what you want. Keep a copy, give the business a reasonable time to reply, and follow up any phone call in writing.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Writing Your Complaint
Trading Standards Tips
Quote order, reference and invoice numbers, dates and all the relevant issues. If possible, quote the law you are claiming under, and be clear about the result you want. Be polite and stick to the point: genuine concerns can get lost in a long complaint. You may need to give evidence such as receipts, emails, letters, photos and videos, but do not send copies of bank or card statements because of the risk of identity theft. source
After You Send It
Keeping Records
Keep a copy of your complaint and a dated diary of each stage, and keep any acknowledgement. If you complain by phone or in person, follow it up in writing. Act quickly, give the trader a reasonable time to reply, and follow up if you get no response. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- Reasonable timeFor the business to replyOften 14 days for a simple complaint
Steps to Take
Step 1 of 5
Gather your order details, dates and evidence.
Step 2 of 5
Start our free letter template for your problem.
Step 3 of 5
Say what happened, your rights and what you want.
Step 4 of 5
Give a date to reply by and keep a copy.
Step 5 of 5
If there is no fix, take it to an ombudsman or ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Business
Send your letter or email first.
An Ombudsman or ADR Scheme
Use our Ombudsman Finder to see which one.
Citizens Advice Consumer Service
Free advice; can pass cases to Trading Standards.
Good to Know
Small things that make your complaint stronger.
Most ombudsman schemes need you to complain to the business first.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- cms.pembrokeshire.gov.uk/consumer-advice-information/writing-an-effective-complaint Checked 13 October 2026
- citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue Checked 8 October 2026