Introduction to Letter Templates for Problems with Goods or Services
When you buy goods or services in the UK, you have clear legal rights if things go wrong. This page is designed to help you raise issues with businesses by providing straightforward letter templates you can use to explain your problem and request a fair solution.
Writing a clear, polite, and well-structured letter is one of the most effective ways to resolve disputes. It shows you are serious about your complaint and helps ensure your concerns are understood. A good letter can often lead to a quicker response, whether you’re seeking a repair, replacement, refund, or another remedy.
Under the Consumer Rights Act 2015, you are entitled to goods that are as described, of satisfactory quality, and fit for purpose. If you receive faulty or misdescribed goods, or if your order is delivered late or not at all, you may have the right to a repair, replacement, or refund. Similarly, if you receive poor service, you may be entitled to have the service repeated or to receive a partial refund.
On this page, you’ll find links to specific letter templates for common issues, making it easier to take the right steps in your situation. You can also explore our letter templates for consumer law for broader topics and further guidance.
Remember to keep copies of all your receipts, order confirmations, and any communication with the business. Good record-keeping will support your case and make it easier to resolve your complaint.
Common Issues with Goods or Services and How to Address Them
When you buy goods or services, things don’t always go as planned. Some of the most common problems include goods not being delivered, items arriving faulty or damaged, products not matching their description, or receiving goods you didn’t order. These issues can be frustrating, but UK law offers you clear rights and protections.
Identifying the exact problem is the first step. This helps you choose the most suitable letter template to address your situation. For example, the approach will differ depending on whether your item is faulty, hasn’t arrived, or isn’t as described.
Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are faulty, not as described, or unfit for purpose. If you receive unwanted or unordered items, you may also have the right to return them without cost.
When writing to a retailer or service provider, it’s best to:
Clearly describe the problem and when it occurred.
State what outcome you want – such as a repair, replacement, or refund.
Set a reasonable deadline for their response or action.
To make things easier, we provide letter templates for each of these common issues. Use these templates to structure your complaint and make sure your rights are clearly stated. If you need more details about your rights, the Consumer Rights Act 2015 offers a helpful overview.
Non-Delivery or Late Delivery
When you order goods or services, you have the right to receive them within the agreed timeframe. Under the Consumer Rights Act 2015, if a delivery date was set and it isn’t met, or if goods never arrive, this is known as late delivery or non-delivery. If no date was agreed, the law requires delivery within 30 days of purchase.
If your order hasn’t arrived on time, or at all, it’s important to contact the seller promptly. Clearly state the problem, ask for a new delivery date or a refund, and outline what action you expect if they don’t resolve the issue.
To make this process easier, we offer a letter to complain about non-delivery or late delivery. This template helps you notify the seller of the issue, request a solution, and set out your next steps if the problem isn’t sorted. Use it to protect your rights and get your issue resolved quickly.
Faulty Goods
When goods you’ve bought turn out to be faulty, you have clear rights under the Consumer Rights Act 2015, Section 20. This law gives you the right to request a repair, replacement, or refund – especially if you act quickly. It’s important to raise your complaint within the statutory time limits, as your options may change over time.
To help you get started, we offer a letter to complain about faulty goods. This template guides you in clearly describing the problem, stating what remedy you want, and explaining your next steps if the issue isn’t resolved. Use it to make your rights clear and set out what you expect from the seller.
Faulty Goods Bought on Hire Purchase
When you buy goods on a hire purchase agreement, you’re protected by the Consumer Rights Act 2015 just as you would be if you paid in full upfront. This means you have the right to expect the goods to be of satisfactory quality, fit for purpose, and as described. If the goods are faulty, you can complain and request a repair, replacement, or refund, even though you’re making payments in instalments.
It’s important to remember that with hire purchase, your agreement is usually with the finance company rather than the retailer. This means you should direct your complaint to the finance provider. To help you get started, we offer a letter to complain about faulty goods bought on hire purchase template. This letter covers how to explain the problem, reference your rights under the law, and request a suitable solution. Use this template to make your complaint clear and effective.
Faulty Goods Supplied with a Service
When you buy a service that includes goods – such as a fitted kitchen, a mobile phone contract, or a new boiler installation – you have rights if those goods turn out to be faulty. Under the Consumer Rights Act 2015, both the goods and the service must meet certain standards: the goods should be of satisfactory quality, fit for their purpose, and as described, while the service should be carried out with reasonable care and skill.
If you’re facing problems where both the service and the supplied goods are at fault, it can be confusing to know how to raise your complaint. It’s important to address both aspects together, making clear what outcome you expect – whether that’s a repair, replacement, or refund.
To help you take the right steps, we’ve created a letter to complain about faulty goods supplied with a service. This template guides you in clearly explaining your situation and asserting your rights, so you can seek a fair resolution from the service provider.
Misdescribed Goods Including Cars Bought from Private Sellers
When you buy goods from a private seller, such as a second-hand car, your rights are different compared to buying from a business. However, the law still protects you if the goods have been misdescribed. Under Section 13 of the Consumer Rights Act 2015, Section 13, all goods sold – whether by a business or a private individual – must match the description given at the time of sale. If you discover that something you bought, like a car, does not match what was advertised or promised, you may have grounds to make a complaint.
Common issues with private sales, especially cars, include hidden faults, incorrect mileage, or missing features that were advertised. If you find yourself in this situation, it’s important to raise your concerns clearly and in writing.
We offer a letter to complain about misdescribed goods including cars bought from a private seller template to help you set out your case and request a suitable resolution. This template guides you in explaining the misdescription and stating what action you expect the seller to take.
Goods or Services You Did Not Ask For
If you receive goods or services you did not ask for, you have strong protections under UK law. According to the Consumer Protection from Unfair Trading Regulations 2008, you are not obliged to pay for or return unsolicited items. Sellers cannot demand payment for goods or services you did not order, and you should not feel pressured to keep or pay for them.
If this happens, it’s important to notify the seller in writing, making it clear you did not request the goods or services and will not be paying for them. To make this process easier, you can use our letter to say you received goods or services you didn’t ask for template. This template helps you clearly state your rights and formally reject any demand for payment, giving you peace of mind and a clear record of your response.
Making Time of the Essence for Goods or Services
When you “make time of the essence” in a consumer transaction, you are setting a clear deadline for the seller or service provider to fix the problem – such as delivering goods, completing repairs, or providing a replacement. This step is important if the business has missed an earlier deadline or has been slow to resolve your issue. By setting a final deadline in writing, you strengthen your position if you later need to seek a refund or take further action under the Consumer Rights Act 2015.
If you want to set a firm time limit for the business to resolve your problem, you can use our letter to make time of the essence goods template. This template helps you clearly communicate your expectations and the consequences if the deadline is not met.
Warning Traders About Court Action for Faulty Goods
If you’ve tried to resolve a problem with faulty goods and the trader still hasn’t put things right, you may need to take further action. Before starting any legal proceedings, it’s important to clearly warn the trader that you are considering court action if the issue remains unresolved. This step shows you’ve acted reasonably and given the trader a final chance to fix the problem, which can be important if your case goes to court.
The Consumer Rights Act 2015 gives you the right to expect goods to be as described, fit for purpose, and of satisfactory quality. If these standards aren’t met and your complaint isn’t resolved, you can use a formal letter to escalate the matter.
We provide a letter to warn trader about court action for faulty goods template. This letter outlines your complaint, refers to your rights under the law, and makes it clear that you may take court action if the trader doesn’t respond. Using this template helps ensure your communication is clear and legally sound before considering further steps.
How to Use These Letter Templates Effectively
When using our letter templates to address problems with goods or services, it’s important to communicate clearly and politely. Start by stating the details of your purchase, including what you bought, when and where you bought it, and any relevant order or receipt numbers. Clearly describe the issue you’ve experienced – whether the goods are faulty, not as described, or the service was unsatisfactory.
Be specific about what you want the business to do next. This could be a repair, replacement, refund, or another solution. Under the Consumer Rights Act 2015, you’re entitled to certain remedies if goods or services don’t meet the expected standards. Make sure to set a reasonable deadline for a response, such as 14 days, to encourage prompt action.
Always keep copies of your letter and any replies you receive. This creates a useful record if you need to take your complaint further. If you don’t get a satisfactory response, or no response at all, it’s important to follow up. You may need to escalate your complaint to a consumer protection body or, in some cases, consider legal action.
For more guidance on what to do if your complaint isn’t resolved, see our advice on how to solve an ongoing consumer problem.
Additional Resources and Related Letter Templates
If your situation is more complex, or if you need a different kind of letter, there are several other templates and resources that may be helpful. For example, if you want to cancel a purchase or service, you can use our letter templates for cancelling goods or services. If your issue relates to a holiday booking, take a look at our letter templates for problems with holidays.
Problems with credit agreements or payment plans often require a different approach – our letter templates for credit can guide you through raising these concerns. If your complaint is about your energy supplier, the letter templates for gas and electric issues are designed for those specific circumstances.
For issues specifically related to services rather than goods, visit our letter templates for problems with services. If you need a general-purpose letter, our To Whom It May Concern letter templates can be adapted for a range of situations.
If you’ve tried resolving your complaint and need further support, or want to know about escalation procedures such as contacting an ombudsman or taking legal action, you can get more help with consumer issues. This includes information on your rights under the Consumer Rights Act 2015 and other key protections for UK consumers.
Understanding Your Consumer Rights and Next Steps
When you experience problems with goods or services you’ve bought in the UK, you have important rights under laws such as the Consumer Rights Act 2015. This means goods must be as described, of satisfactory quality, and fit for purpose. Services should be carried out with reasonable care and skill. If something goes wrong, you can usually ask for a repair, replacement, repeat performance, or a refund, depending on the situation.
If your initial complaint doesn’t resolve the issue, it’s important to know how to escalate. You may want to use a letter to complain about a delay to a service if your issue involves late or incomplete work. If writing directly to the business doesn’t lead to a satisfactory outcome, follow the official consumer service complaints procedure for further steps. Many companies have their own complaint process, which you should follow before considering other options.
If the problem still isn’t sorted, you might be able to use alternative dispute resolution (ADR), which involves an independent body helping you and the business reach an agreement without going to court. For some sectors, such as travel, you may want to explore your options for travel and holidays cancellations and compensation.
In more complex cases, especially where significant money is involved or the business refuses to cooperate, you may wish to seek legal advice or consider court action. For extra guidance and more letter templates, you can visit Consumer template letters – Citizens Advice, which provides a helpful range of resources for handling consumer problems.
