Understanding Your Rights When Goods Are Faulty
When you buy goods in the UK, you are protected by the Consumer Rights Act 2015. This law ensures that any item you purchase must be of satisfactory quality, fit for its intended purpose, and match its description. If your goods turn out to be faulty, not as described, or unfit for purpose, you have clear legal rights to take action.
Your Right to a Refund, Repair, or Replacement
If you discover a fault with your goods, you usually have the right to request a full refund, a repair, or a replacement. The option you choose may depend on how long you have had the item and the nature of the fault. For example, if the item develops a problem within 30 days of purchase, you are generally entitled to a full refund. After 30 days, you may still be able to request a repair or replacement, and if that doesn’t resolve the issue, you could be entitled to a partial refund.
For a more detailed explanation of what you can expect from retailers and your options, see our guide to returns and refunds for faulty goods.
Time Limits for Making a Complaint
Timing is important when dealing with faulty goods. The Consumer Rights Act gives you a short-term right to reject goods and claim a full refund within 30 days of receiving them. If you report the problem after this period, you may still be entitled to a repair or replacement, but your right to a full refund is limited. For some items, such as those that develop faults after several months, you may need to prove the problem was present at the time of purchase.
Act Quickly and Keep Evidence
To strengthen your complaint, act as soon as you notice a problem. Keep all relevant evidence, such as receipts, order confirmations, photographs of the fault, and any communication with the seller. This documentation will help support your case if you need to escalate the complaint.
Understanding your rights under the Consumer Rights Act 2015 puts you in a strong position to resolve issues with faulty goods. If you need to write a complaint letter, being clear about your legal entitlements and providing evidence can make all the difference.
How to Write a Letter to Complain About Faulty Goods
Writing a clear and effective complaint letter about faulty goods can help you resolve issues faster and assert your consumer rights under the Consumer Rights Act 2015. Here’s a step-by-step guide to help you structure your letter and ensure you include all the important information.
1. Start with Your Details
Begin your letter by including your name, address, and contact details at the top. This makes it easy for the retailer to identify you and respond to your complaint.
2. Address the Letter Appropriately
If possible, address your letter to the customer service department or the manager of the store where you made your purchase. Use a polite and professional tone throughout.
3. Include Purchase Details
Clearly state what you bought, including:
The product name and model or serial number (if applicable)
The date and place of purchase
Any order or receipt number
Providing these details helps the retailer quickly locate your transaction and understand your complaint.
4. Describe the Fault
Explain the problem with the goods. Be specific about what’s wrong, when you first noticed the fault, and how it affects your use of the product. For example:
“On 10 March 2024, I purchased a kettle (Model ABC123) from your store. After two weeks, it stopped heating water and now leaks from the base.”
Stick to the facts and avoid emotional language. This keeps your letter clear and professional.
5. State What You Want
Let the retailer know what outcome you expect. Under the Consumer Rights Act 2015, you’re entitled to a refund, repair, or replacement if goods are faulty. For example:
If you discovered the fault within 30 days, you can usually request a full refund.
If it’s after 30 days but within six months, you can ask for a repair or replacement.
Be clear about your preferred resolution, such as:
“I would like a full refund for the faulty kettle.”
6. Attach Evidence
Mention any supporting documents you are enclosing, such as receipts, photos of the fault, or previous correspondence. This strengthens your case and makes it easier for the retailer to investigate.
7. Keep the Letter Factual and Concise
Focus on the key points:
What you bought and when
The problem with the goods
What you want the retailer to do
Avoid unnecessary details or complaints about unrelated matters. A concise letter is more likely to get a prompt response.
8. Request a Response
Politely ask for a written reply within a reasonable timeframe, such as 14 days. This sets clear expectations and helps you track progress.
9. Keep a Copy
Always keep a copy of your letter and any attachments for your records. If you send the letter by post, consider using recorded delivery so you have proof it was received.
By following these steps, you can write a strong and effective complaint letter that clearly sets out your rights and expectations. If you need more examples or want to see how to structure letters for different situations, you can view our letter templates for problems with goods or services.
Template: Letter to Complain About Faulty Goods
If you’ve bought something that turned out to be faulty, you have the right to complain and ask for a repair, replacement, or refund under the Consumer Rights Act 2015. Writing a clear, polite, and firm letter can help you resolve the issue quickly. Below, you’ll find a straightforward template you can adapt to your situation, along with guidance on what to include.
How to Use This Template
Fill in the placeholders (shown in square brackets) with your own details.
Keep your language polite but assertive. State what you want clearly.
Attach copies of any relevant documents, such as receipts or photos, to support your claim.
Letter Template
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Seller’s Name or Customer Service Department]
[Company Name]
[Company Address]
[Postcode]
Subject: Complaint About Faulty Goods – Request for [Refund/Repair/Replacement]
Dear [Seller’s Name or “Sir/Madam”],
I am writing to complain about a [product name and description], which I purchased from your [shop/website] on [purchase date]. I enclose a copy of my receipt as proof of purchase.
Unfortunately, the product has developed the following fault(s):
[Clearly describe the problem. For example: “The kettle stopped working and will not switch on,” or “The stitching on the shoes has come undone after only two weeks.”]
Under the Consumer Rights Act 2015, goods you sell must be as described, of satisfactory quality, and fit for purpose. As the product is faulty and does not meet these requirements, I am entitled to a [refund/repair/replacement]. I would prefer a [state your preferred outcome, e.g., full refund], and I would appreciate it if you could confirm how this will be arranged.
Please let me know how you intend to resolve this matter within 14 days. If I do not receive a satisfactory response, I may consider taking further action.
Thank you for your prompt attention to this matter.
Yours sincerely,
[Your Name]
Practical Tips
Be specific: Describe the fault clearly and include any relevant dates.
Keep evidence: Always keep copies of your letter and any responses.
Set a deadline: Asking for a reply within 14 days shows you expect timely action.
Stay polite: A courteous but firm tone is more likely to get a positive result.
Remember, you are protected by law when goods are faulty. This template can help you set out your case clearly and increase the chances of a swift resolution.
Specific Situations and Related Letter Templates
When dealing with faulty goods, it’s important to use the right type of complaint letter for your situation. The template on this page is suitable if you bought goods outright and they turned out to be faulty. However, different circumstances may call for a more specific approach to ensure your rights are clearly stated and your complaint is handled effectively.
When to use a different letter template
Goods supplied as part of a service: If you received goods as part of a service – such as a new part fitted during a repair, or materials provided as part of building work – you should use a template designed for these cases. This is because your rights under the Consumer Rights Act 2015 may be slightly different when goods are supplied alongside a service. For help with this scenario, see our faulty goods supplied with a service template.
Goods bought on hire purchase: If you bought goods using a hire purchase agreement, the finance company is often responsible for resolving issues, not just the retailer. This means your complaint letter should be addressed to the finance provider and refer to your rights under the Consumer Credit Act 1974. For a suitable template, visit our faulty goods bought on hire purchase page.
Misdescribed goods or private sales: Sometimes, the problem isn’t that the goods are faulty, but that they weren’t as described – for example, if a car you bought from a private seller turns out to have undisclosed faults or features missing. The rules for misdescribed goods, especially in private sales, are different from those for faulty goods bought from a business. If this applies to you, use our misdescribed goods including cars bought from a private seller template.
Choosing the right template for your situation
Selecting the correct letter template helps you clearly state your legal rights and makes it easier for the seller, service provider, or finance company to understand and respond to your complaint. Using the right format also means you’re more likely to get a quick and fair resolution, whether you’re asking for a repair, replacement, or refund.
If you’re unsure which template to use, consider:
How you bought the goods (outright, as part of a service, or on hire purchase)
Whether the issue is a fault or the goods being misdescribed
Who you are making the complaint to (retailer, service provider, or finance company)
For more guidance on your consumer rights and detailed letter templates tailored to your situation, explore the links above. This will help you take the right steps and strengthen your complaint if you need to escalate the matter further.
Setting Deadlines and Escalating Your Complaint
Setting Deadlines and Escalating Your Complaint
When you write a letter to complain about faulty goods, it’s important to set clear expectations for how and when the seller should respond. Adding a specific deadline for a reply or for the problem to be fixed makes your complaint more effective and shows you are serious about resolving the issue.
Setting a Clear Deadline
In your letter, state exactly what you want the seller to do (such as repair, replacement, or refund) and by when. For example, you could write: “Please respond to this letter within 14 days.” This gives the seller a reasonable time frame to act and helps you keep track of your complaint.
Using a ‘Time of the Essence’ Letter
If the matter is urgent – perhaps you need the goods for a specific event, or you have already been waiting a long time – you can make your deadline legally significant by making ‘time of the essence’. This means you are telling the seller that the deadline is not just a request, but an essential term of your agreement. If the seller does not meet this deadline, you may have stronger grounds to cancel the contract or seek further action. For detailed guidance and a template, see how to make time of the essence in your complaint.
What If the Seller Ignores You or Refuses to Help?
If the seller does not respond by your deadline, or refuses to resolve the problem, you can take further steps. Let the seller know, in writing, that you are prepared to escalate the matter. Your next letter can warn them that you will consider taking court action if the issue is not sorted promptly. This shows you are aware of your rights under the Consumer Rights Act 2015 and are willing to enforce them.
If you need help with this stage, you can use a template letter to warn trader about court action for faulty goods. This formal warning often prompts businesses to take your complaint seriously and may help you get the outcome you want without going to court.
Practical Tips
Always keep copies of all correspondence and evidence, such as receipts, photographs, and previous emails.
Be polite but firm in your letters – clear communication can often resolve issues quickly.
If you do end up having to go to court, having a clear record of deadlines and responses will strengthen your case.
By setting clear deadlines and following a structured approach, you give yourself the best chance of resolving your complaint about faulty goods efficiently and effectively.
Additional Support and Resources
If your complaint about faulty goods isn’t resolved by the seller, there are several other options and resources you can turn to for further support.
Getting Your Money Back: Card and PayPal Payments
If you paid for your goods by debit or credit card, or through PayPal, you may have extra protection. Many card issuers offer a “chargeback” scheme, which allows you to ask your bank to reverse the payment if the goods are faulty, not as described, or the seller refuses to help. For credit card purchases over £100 and under £30,000, Section 75 of the Consumer Credit Act 1974 may also make your card provider jointly responsible for any breach of contract by the seller. PayPal also has its own dispute resolution process for buyers. To find out how to use these options and what steps to take, see our guide on getting your money back if you paid by card or PayPal.
Escalating Your Complaint: Contacting an Ombudsman
If the seller still refuses to resolve your complaint after you’ve written to them, you may be able to escalate the issue to an independent body. An ombudsman can review your case and make recommendations or decisions that the seller should follow. The process is generally free for consumers and can be a useful next step if you feel stuck. To find out how to take your complaint further and which ombudsman to approach, see our page on how to contact an ombudsman in England.
Household Contents Insurance
If your faulty goods are valuable or have caused damage to other belongings, your household contents insurance policy might help. Some policies cover accidental damage or protect you against losses caused by faulty items. Check your policy documents or speak to your insurer to see if you can make a claim in addition to, or instead of, pursuing the seller.
Other Types of Complaint Letters
Problems with goods don’t always stop at faults. If your issue is that your order hasn’t arrived, or it was delivered late, you can use our letter to complain about non-delivery or late delivery template. If you’ve received goods or services you didn’t ask for, there’s a specific letter to say you received goods or services you didn’t ask for that you can use to set things straight.
Exploring these additional routes can help you get the outcome you deserve. If you need more tailored advice, consider seeking help from a consumer advice service or your local Citizens Advice Bureau.
