Introduction to Warning Letters for Faulty Goods
When you buy goods from a trader in the UK, you have important legal rights if those goods turn out to be faulty. Under the Consumer Rights Act 2015, you are entitled to expect that items you purchase are of satisfactory quality, fit for purpose, and as described. If these standards aren’t met, you can usually ask for a repair, replacement, or refund, depending on the circumstances and how long you’ve had the goods.
If you’ve already tried to resolve the issue directly with the trader and haven’t received a satisfactory response, sending a formal warning letter is the next step before considering court action. The purpose of this letter is to clearly set out your complaint, explain what you want the trader to do, and give them a final opportunity to resolve the problem without legal proceedings. This not only demonstrates that you have acted reasonably, but it also provides written evidence of your efforts to settle the dispute if the matter does go to court.
Clear, polite, and firm communication is key. Your letter should state the facts, reference your rights under the Consumer Rights Act 2015, and outline what action you expect from the trader – such as a refund or repair – within a reasonable timeframe. Keeping the tone formal but constructive can often encourage the trader to resolve the issue quickly, saving both sides time and expense.
For more guidance on how to structure your letter and what to include, you can explore our collection of letter templates for problems with goods or services. These resources can help you communicate effectively and assert your consumer rights with confidence.
Understanding Your Rights Under UK Consumer Law
When you buy goods from a trader in the UK, you are protected by strong consumer rights. These rights are set out in the Consumer Rights Act 2015, which ensures that the products you purchase must be of satisfactory quality, fit for purpose, and as described.
Your Key Rights for Faulty Goods
If an item you have bought turns out to be faulty, you usually have the right to ask the trader for a repair, replacement, or refund. The specific remedy you are entitled to can depend on how long you have owned the product and the nature of the fault:
Within 30 days of purchase: You have the legal right to reject the goods and claim a full refund. This is known as the “short-term right to reject” under Section 19 of the Consumer Rights Act 2015.
After 30 days but within six months: The trader has one chance to repair or replace the faulty item. If this is unsuccessful, or if a repair or replacement is not possible, you can request a refund or a price reduction.
After six months: You may still have rights, but you might need to prove that the fault was present when you bought the goods.
These rights apply whether you bought the item in-store or online, and they cover both new and second-hand goods, although what counts as “satisfactory quality” may vary for used items.
Taking Further Action if the Trader Refuses
If the trader does not resolve your complaint – for example, by refusing to repair, replace, or refund the faulty goods – you may consider taking court action as a last resort. Your legal basis for this is set out in the Consumer Rights Act 2015, which gives you the right to enforce your consumer rights through the courts if a trader fails to comply.
Before starting court proceedings, it is usually necessary to send the trader a formal letter warning them of your intention to take legal action. This letter gives the trader a final chance to resolve the issue without the need for court involvement.
Time Limits and Conditions
There are important time limits to keep in mind:
You must act within six years (five years in Scotland) of discovering the fault if you want to take court action.
You should notify the trader of the problem as soon as possible after discovering the fault.
If you delay making a complaint, it may affect your ability to get a full remedy.
Try to Resolve the Issue First
Court action should always be a last resort. It’s best to try to resolve the problem directly with the trader first. This can include speaking to them in person, contacting customer service, or writing a formal complaint letter. If you’re unsure about the next steps or your problem remains unresolved, you can find more guidance on how to solve an ongoing consumer problem.
Understanding your rights and following the proper steps gives you the best chance of resolving issues with faulty goods quickly and effectively. For more details on your legal entitlements and the full text of the law, you can refer to the Consumer Rights Act 2015 and Section 19 of the Consumer Rights Act 2015.
When and Why to Send a Warning Letter About Court Action
When and Why to Send a Warning Letter About Court Action
If you’ve bought goods that turn out to be faulty, UK consumer law gives you strong rights to seek a remedy. Under the Consumer Rights Act 2015, you are entitled to a repair, replacement, or refund if goods are not as described, not fit for purpose, or not of satisfactory quality. However, problems can arise if the trader ignores your initial complaints or refuses to resolve the issue. In these situations, sending a warning letter – sometimes called a “letter before action” – is an important next step before considering court action.
When is a Warning Letter Appropriate?
A warning letter is typically appropriate when:
You have already contacted the trader about the faulty goods, explaining the problem and asking for a remedy, but have not received a satisfactory response.
The trader has ignored your previous letters, emails, or phone calls, or has promised action but failed to follow through.
You want to give the trader one last opportunity to resolve the issue before you start a court claim.
For example, if you bought a washing machine that stopped working within a few weeks and the retailer has not responded to your request for a refund or repair, a warning letter is a formal way to show you are serious about taking further action.
How Can a Warning Letter Help?
Sending a warning letter serves several important purposes:
It clearly sets out your complaint and what you expect the trader to do (such as refunding your money or repairing the goods).
It gives the trader a final chance to resolve the matter without the need for court proceedings, which can save time and money for both sides.
It creates a written record of your efforts to resolve the issue, which can be valuable evidence if you do end up taking the matter to court.
It demonstrates that you have acted reasonably and given the trader fair warning, which courts expect under the Civil Procedure Rules (Pre-Action Protocols).
Benefits of Sending a Warning Letter
There are several advantages to sending a warning letter before starting court action:
Clarity: A formal letter sets out your complaint and the action you want the trader to take, reducing the risk of misunderstandings.
Evidence: If the case goes to court, you can show that you tried to resolve the dispute amicably, which may help your case.
Cost-saving: Many disputes are resolved at this stage, helping you avoid court fees and the time involved in legal proceedings.
Professionalism: A well-written letter shows you are organised and serious, which can encourage the trader to settle the matter quickly.
Timing and Tone: Making Your Letter Effective
For your warning letter to have the best chance of success, consider the following tips:
Send the letter after previous attempts to resolve the issue have failed. Make sure you have already given the trader reasonable time to respond to your initial complaint.
Be clear, concise, and factual. Set out what the problem is, what you want the trader to do, and the deadline for their response (usually 14 days).
Stay polite and professional. Avoid angry or emotional language. A calm, business-like tone is more likely to achieve a positive response and will be looked on favourably if the dispute goes to court.
Keep a copy of the letter and any responses. Send your letter by recorded delivery or another trackable method so you have proof it was received.
By following these steps, you give the trader a fair opportunity to put things right and strengthen your position if you need to take the matter further.
How to Write a Letter to Warn a Trader About Court Action for Faulty Goods
Writing a clear and effective letter to warn a trader about potential court action for faulty goods is a crucial step in resolving your dispute. Here’s a step-by-step guide to help you draft your letter, ensure your rights are protected under UK consumer law, and increase the chances of a positive outcome.
1. Gather All Relevant Information
Before you start writing, collect all the details about your purchase. This includes receipts, contracts, photos of the faulty goods, and a record of any previous communication with the trader. Having this information to hand will help you set out your case clearly.
2. Start with a Clear Description
Begin your letter by stating what you bought, when and where you bought it, and the nature of the fault. Be specific – include product names, serial numbers, order numbers, and dates. For example:
"On 15 March 2024, I purchased a washing machine (Model XYZ123, Order No. 4567) from your store. Within two weeks, it developed a fault: it will not complete a wash cycle and displays an error code."
3. Outline Previous Contact Attempts
Summarise any steps you have already taken to resolve the problem. Mention any phone calls, emails, or previous letters, and include dates if possible. This shows you have made reasonable efforts to sort things out before considering court action.
If you have not yet formally complained, it’s best to start with a letter to complain about faulty goods before escalating to a court warning.
4. State the Resolution You Want
Clearly explain what you expect the trader to do next. This might be a refund, repair, or replacement, depending on your situation and what is reasonable under the Consumer Rights Act 2015. For example:
"I am requesting a full refund for the faulty washing machine, as the fault occurred within the first 30 days of purchase."
5. Set a Deadline for Response
Give the trader a reasonable but firm deadline to resolve the issue – usually 14 days from the date of your letter. This step is important, as it shows you are giving them a fair chance to put things right before taking further action. For guidance on how to set a clear deadline, you can refer to our letter to make time of the essence for goods template.
6. Warn of Court Action
Let the trader know that if they do not resolve the matter within the deadline, you are prepared to take legal action. For example:
"If I do not receive a satisfactory response within 14 days, I will have no option but to begin court proceedings without further notice."
7. Keep Your Tone Professional
It’s important to remain polite but firm throughout your letter. Avoid aggressive language or threats. A professional tone increases the likelihood of a constructive response and could help if your case goes to court.
8. Sending Your Letter
Send your letter by recorded delivery or another tracked service. This provides proof that the trader received your letter and the date they received it, which is important if you need to take further action.
9. Keep Copies
Always keep a copy of your letter and any supporting documents for your records. This will be useful if you need to refer to them later or present evidence in court.
By following these steps, you can write a strong, clear letter that sets out your position and gives the trader a fair opportunity to resolve the issue before court action becomes necessary. If you haven’t already, consider using our letter to complain about faulty goods as a first step, or refer to our letter to make time of the essence for goods for help with setting deadlines. Taking these actions helps protect your rights and strengthens your case under UK consumer law.
Sample Template for a Warning Letter
Sample Template for a Warning Letter
If you’ve received faulty goods and the trader hasn’t resolved your complaint, you can send a formal warning letter before taking court action. This is often called a “letter before action” and is an important step under the Civil Procedure Rules. It shows the court you’ve tried to settle the dispute reasonably before starting legal proceedings.
Below is a simple template you can adapt for your situation. After the template, you’ll find explanations for each section to help you personalise your letter.
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Trader’s Name or Business Name]
[Trader’s Address]
[Postcode]
Subject: Final Request for Remedy – Faulty Goods Supplied
Dear [Trader’s Name],
On [date of purchase], I bought [description of goods, including make/model/serial number if applicable] from you for £[amount]. I received the goods on [delivery date/collection date].
Unfortunately, the goods are faulty because [describe the fault clearly, e.g., “the washing machine does not complete a full cycle and leaks water”]. I first reported this issue to you on [date you first contacted the trader], but it has not been resolved.
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. As my rights have been breached, I am entitled to [state what you want: a repair, replacement, or refund]. I request that you [state the action you expect, e.g., “provide a full refund”] within 14 days of the date of this letter.
If I do not receive a satisfactory response within this time, I will begin court proceedings to recover my losses, without further notice.
Please respond in writing to the address above.
Yours sincerely,
[Your Name]
How to Customise the Template
1. Your Details:
Include your full name, address, and contact information at the top. This ensures the trader knows who the complaint is from and how to contact you.
2. Trader’s Details:
Clearly state the name and address of the trader or business. This makes sure your letter reaches the right person.
3. Subject Line:
A clear subject line (“Final Request for Remedy – Faulty Goods Supplied”) helps the trader understand the purpose of your letter immediately.
4. Opening Paragraph:
State when you bought the goods, what they are, and how much you paid. Include details like the make, model, or serial number if possible. Mention when you received the goods.
5. Describe the Fault:
Be specific about what is wrong with the product. Give clear examples of the problem and mention any previous attempts you’ve made to resolve it with the trader.
6. Refer to the Law:
Mention the Consumer Rights Act 2015, which gives you the right to goods that are as described, of satisfactory quality, and fit for purpose.
7. State What You Want:
Clearly say whether you want a repair, replacement, or refund. Under the Consumer Rights Act, you can usually ask for a full refund if you report the problem within 30 days of receiving the goods. After 30 days, you may be entitled to a repair or replacement.
8. Set a Deadline:
Give a reasonable deadline for the trader to respond – 14 days is typical. This shows you are being fair and gives the trader time to act.
9. Warning of Court Action:
Make it clear that you will take the matter to court if it is not resolved by your deadline. This step is important for showing the court you have tried to settle the dispute.
10. Sign Off:
End with “Yours sincerely” and your name.
Practical Tips:
Keep a copy of the letter and any proof of posting (such as a receipt from the Post Office).
If possible, send the letter by recorded delivery so you have evidence it was received.
Attach copies (not originals) of any receipts, photos of the fault, or previous correspondence.
Taking these steps gives your case the best chance of being resolved without needing to go to court. If you do need to take further action, your letter will show you have followed the correct process.
Other Relevant Letter Templates for Consumer Issues
When dealing with consumer issues, it’s important to use the right letter template for your specific situation. While this page focuses on warning a trader about possible court action for faulty goods, you might face other, related problems where a different approach is more suitable. Below are some useful letter templates designed to help with a range of common consumer complaints. Each template is tailored to a particular scenario, helping you clearly set out your rights under UK consumer law and seek a fair resolution.
Faulty goods supplied with a service: If you’ve received faulty goods as part of a service – such as kitchen appliances included with a fitted kitchen – you should use the letter to complain about faulty goods supplied with a service. This template helps you highlight both the goods and the service element, referencing your rights under the Consumer Rights Act 2015, which covers goods supplied as part of a service contract.
Goods or services you didn’t ask for: If you’ve been sent goods or provided services that you never ordered, the letter to say you received goods or services you didn’t ask for is the right choice. Under the Consumer Protection from Unfair Trading Regulations 2008, you’re not obliged to pay for unsolicited goods or services, and this template helps you make that clear to the trader.
Faulty goods bought on hire purchase: For items bought using hire purchase agreements – such as furniture or electronics paid for in instalments – the letter to complain about faulty goods bought on hire purchase is most appropriate. This template addresses your rights under both the Consumer Credit Act 1974 and the Consumer Rights Act 2015, allowing you to pursue a remedy through the finance provider as well as the retailer.
Misdescribed goods, including cars from private sellers: If you’ve bought goods that turn out to be not as described, especially from a private seller (for example, a used car), use the letter to complain about misdescribed goods including cars bought from a private seller. The Misrepresentation Act 1967 and the Sale of Goods Act 1979 may apply, giving you grounds to seek a refund or compensation if the goods were misrepresented.
Non-delivery or late delivery: When your main issue is that goods haven’t arrived, or they were delivered much later than agreed, the letter to complain about non-delivery or late delivery can help you set out your rights and request a prompt solution. The Consumer Rights Act 2015 gives you the right to expect delivery within a reasonable time, or by a specific date if agreed.
Which template should you use?
Choose the template that best matches your problem. For example, if you’re still waiting for an item to arrive, a letter about faulty goods won’t be as effective as one focused on non-delivery. If you’re unsure, consider the details of your situation – such as how you bought the goods, whether a service was involved, or if the goods were misdescribed.
Using the most relevant letter template can make your complaint clearer and more likely to succeed. For more advice on your rights and the next steps, explore the templates above or seek guidance from a consumer advice service.
Next Steps if the Trader Does Not Respond or Resolve the Issue
After you’ve sent a warning letter to the trader about faulty goods, you may find that they still ignore your complaint or refuse to resolve the issue. If this happens, don’t worry – there are several clear steps you can take to pursue your rights under UK consumer law.
Consider Alternative Dispute Resolution
Before starting court action, it’s often worth exploring alternative dispute resolution (ADR). ADR schemes – such as mediation or arbitration – can help you and the trader reach an agreement without going to court. Some traders are members of a trade association or are covered by an ombudsman scheme. You can check if the trader is part of such a scheme and, if so, make a complaint through that route. For more information about ombudsman services and your consumer rights, see the Consumer Ombudsman.
Following the Civil Procedure Rules
If ADR doesn’t resolve your issue, or isn’t available, you may need to consider court action. Before starting a claim, both you and the trader must follow certain steps known as the Civil Procedure Rules. These rules are designed to encourage both sides to resolve disputes without court involvement where possible. You’ll need to show that you’ve tried to settle the matter, for example by sending a clear warning letter and giving the trader a reasonable time to respond. For practical guidance on these steps, see the Civil Procedure Rules.
Making a Claim in the Small Claims Court
If the trader still doesn’t resolve the problem, you can make a claim through the small claims court. This is a straightforward way for consumers to seek compensation or a refund for faulty goods, usually for claims under £10,000 in England and Wales. The process is designed to be accessible for individuals without legal representation.
What to expect:
You’ll need to complete a claim form and pay a court fee.
The trader will be given a chance to respond.
If the case goes to a hearing, you may need to attend court, but many disputes are settled before this stage.
Gathering Evidence and Documentation
To strengthen your case, it’s important to gather and keep all relevant evidence. This includes:
Copies of all correspondence with the trader (emails, letters, messages)
Receipts, invoices, or proof of purchase
Photos or reports showing the fault with the goods
Records of any repairs or attempts to resolve the issue
Organising your documents will make it easier to present your case, whether you use ADR or go to court.
Claiming for Additional Losses
If the faulty goods have caused damage to your property or additional loss, you may be able to claim compensation if an item or product causes damage. Keep evidence of any extra costs or losses you’ve suffered as a result.
Getting Further Help
If you’re unsure about what to do next, or if you need advice tailored to your situation, there are resources available to help. Visit if you need more help about a consumer issue for guidance on where to find support and further information.
By following these steps and making sure you’re well-prepared, you can give yourself the best chance of resolving your dispute – whether through negotiation, ADR, or the small claims court.
Additional Consumer Protection Resources and Advice
Staying informed about your consumer rights is essential when dealing with faulty goods. If you need further support or want to explore related topics, there are several resources and steps you can take to protect yourself and assert your rights effectively.
Understanding Your Consumer Rights
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 goods, the law gives you the right to a repair, replacement, or refund, depending on the circumstances and how long you have had the item. Knowing these rights can help you communicate clearly with traders and strengthen your case if you need to take further action.
Identifying and Reporting Counterfeit Goods
Sometimes, goods are not just faulty – they may be counterfeit or fake. Counterfeit items can be dangerous and are illegal to sell in the UK. If you suspect that the product you received is not genuine, it’s important to take action quickly. You can find practical guidance on how to report fake or counterfeit goods. Reporting such issues helps protect other consumers and may support your case if you are seeking a refund or replacement.
Related Consumer Issues: Insurance Policies
Problems with faulty goods can sometimes overlap with issues relating to insurance. For example, if you have an extended warranty or insurance policy covering the item, you may need to make a claim. If you experience difficulties with your insurer – such as delays, unfair refusals, or unclear terms – it’s important to know your rights in these situations as well. You can read more about handling problems with insurance policies to ensure you get the protection you’re entitled to.
Practical Tips for Consumers
Keep a record: Always save receipts, correspondence with the trader, and any evidence of the fault.
Act promptly: The sooner you raise the issue, the stronger your legal position. There are specific time limits for certain claims under UK law.
Be clear and assertive: When writing to a trader, reference the relevant law (such as the Consumer Rights Act 2015) and state what resolution you expect.
Seek further advice: If you’re unsure about your next steps, consider consulting a consumer advice service or local Citizens Advice office.
By staying informed and proactive, you can resolve disputes more effectively and help ensure that your rights as a consumer are respected. Explore the resources linked above for more detailed support on related issues.
