Complaint Letter - sample
John Smith
45 Park Road, Manchester M1 4AB
[email protected]
Date: 14/11/2026
Customer Service Manager
City Electronics
Subject: Formal complaint - Order 58213
Dear Sir or Madam,
I am writing to make a formal complaint about the matter below, and I would be grateful if you would treat it as a priority.
What happened
1. I bought / ordered the item or service referred to as Order 58213 on 14/11/2026 and paid GBP 540.00.
2. The problem is that the washing machine delivered on 3 May stopped working after two days.
What I have done so far
- Phoned customer service on 6 May and was told a technician would call
- Sent an e-mail on 10 May with photographs
Why this is unacceptable
3. The item or service was not as described and was not of satisfactory quality, and it has not been put right in a reasonable time. I have had to pay for laundry services and my family has been inconvenienced for three weeks. I believe that this is a breach of my consumer rights, and that I am entitled to a repair, replacement or refund.
What I want you to do
4. To resolve this, I ask you to replace the machine or give me a full refund.
5. Please reply in writing within 14 days of the date of this letter, telling me what you will do and when. If you need to inspect the item or need any more information from me, please contact me on [email protected].
If it is not resolved
6. If I do not receive a satisfactory reply by then, I will ask my card provider for a chargeback and refer the matter to the relevant ombudsman or consumer protection authority, and leave a factual review of my experience. I would much prefer to settle this directly with you, and I hope that will not be necessary.
7. What I would like. I would like you to investigate the matter, to explain to me in writing what went wrong and why, to put it right as I have asked above, and to tell me what steps you will take to prevent it from happening again. I am happy to talk to you by phone or in person, and I will give you any further information you need.
8. Next steps. If I do not hear from you within the time that I have stated, or if I am not satisfied with your reply, I will have to take the matter to the relevant regulator, ombudsman or court, whichever is open to me, and I would like to avoid that if I can.
I have kept copies of all the documents and of this letter. Please acknowledge receipt, and give me the name of the person who is handling my complaint.
Yours faithfully,
John Smith
Attached:
- Receipt / order confirmation
- Photographs
- Copies of my earlier e-mails