Knowing how to complain to a company is often the difference between a quick refund and weeks of being ignored. Phone calls and live chat are easy to forget. A clear written complaint creates a record — and puts the business on notice.
This guide gives you a practical complaint letter template UK format you can adapt for faulty goods, late delivery, poor service, or travel disruption.
Why a Written Complaint Works Better
Companies handle thousands of informal complaints. A structured letter (or email) stands out because it:
- Creates a paper trail you can use later
- References your legal rights where relevant
- Sets a clear deadline for response
- Signals you know how to escalate if needed
That alone often speeds up resolution.
Complaint Letter Template UK — Structure
Use this six-part structure every time:
- Your details — name, address, phone, email
- Company details — complaints department or named contact
- Reference — order number, booking reference, account number
- What happened — dates, facts, no emotion-only rants
- What you want — refund, replacement, compensation (be specific)
- Deadline and next steps — typically 14 days, then escalation
Example Opening Paragraph
I am writing to make a formal complaint regarding [order/booking reference], placed on [date] for [amount/description].
Despite my previous contact on [date], the issue remains unresolved. I am requesting [specific remedy] in line with my consumer rights.
Example Paragraph for Faulty Goods
The item is faulty and does not meet the standards required by the Consumer Rights Act 2015. It is not of satisfactory quality / not fit for purpose / not as described because [brief factual description].
I am exercising my right to reject the goods and request a full refund of £[amount] to my original payment method within 14 days.
Example Paragraph for Late Delivery
You failed to deliver the goods within the agreed timeframe of [date]. Under the Consumer Rights Act 2015, I am entitled to treat the contract as ended and request a full refund because [delivery was essential / I told you it was essential].
What to Attach
- Receipt or order confirmation
- Photos or videos of faults or damage
- Screenshots of adverts or product descriptions
- Previous correspondence with the company
- Tracking information (for delivery issues)
Refundly pre-fills the key sections so you can focus on the facts
Tone: Firm, Not Aggressive
The best complaints are:
- Factual — what happened, when, and what evidence you have
- Specific — exact remedy and amount
- Professional — no insults or threats
- Confident — you know your rights and next steps
Threatening social media or legal action in the first line rarely helps. Stating your rights and escalation route calmly usually does.
If They Do Not Respond
After your deadline passes, escalate in order:
| Step | When to use it |
|---|---|
| Follow-up letter | No response after 14 days |
| Chargeback UK | Paid by debit card, company unresponsive |
| Section 75 claim | Paid by credit card (£100–£30,000, qualifying purchase) |
| ADR / ombudsman | Sector-specific schemes (energy, telecoms, finance) |
| Small claims | Larger disputes where other routes fail |
Tracking each step and deadline stops you missing time limits
Using Refundly to Write Your Complaint
Refundly builds a tailored complaint for your situation:
- Choose your issue (faulty goods, delivery, travel, and more)
- See your rights and recommended remedy
- Generate a professional letter with your details
- Follow a step-by-step plan if the company does not resolve it
Final Tip
Send your complaint by email and keep the sent copy. If the company has a complaints form, use it and email — so you have proof of exactly what you sent and when.