Introduction to Complaining About Poor Service
When you pay for a service in the UK – such as repairs, cleaning, or professional advice – you have legal rights under the Consumer Rights Act 2015. This law states that services must be provided with reasonable care and skill, within a reasonable time, and for a reasonable charge (if not agreed in advance). If a business fails to meet these standards – for example, by delivering poor workmanship, missing deadlines, or providing incomplete results – this is considered a poor standard of service.
Writing a clear and well-structured complaint letter is an important first step in resolving such issues. A written complaint helps you explain exactly what went wrong, what outcome you want, and provides a record of your communication. This can be especially useful if you later need to escalate your complaint to a trade body, ombudsman, or even consider legal action.
Making a formal complaint gives the business a fair chance to put things right. In many cases, companies are willing to offer a remedy – such as a refund, repair, or repeat service – once they understand your concerns. By setting out your complaint in writing, you also demonstrate that you are acting reasonably and giving the business an opportunity to resolve the matter before you take further steps.
If you are unsure how to begin, using letter templates for problems with services can help you structure your complaint and ensure you include all the necessary details. Taking this approach can save time and increase the chances of a positive outcome, while also protecting your rights as a consumer.
Preparing to Write Your Complaint Letter
Before you start writing your complaint letter, it’s important to take a few key steps to make your case as strong as possible. Careful preparation will help you clearly explain the problem, support your claim, and increase your chances of a satisfactory outcome.
1. Gather all relevant information about the service and the problem
Start by making a note of exactly what went wrong with the service. Be specific about dates, times, and the names of any staff involved. Write down what you expected from the service and how it fell short. For example, if you paid for a cleaning service that left your property dirty, record the date of the service and describe the issues you noticed.
2. Keep records such as receipts, contracts, and communication
It’s essential to keep all paperwork related to your purchase. This includes receipts, invoices, contracts, order confirmations, and any written correspondence with the business (such as emails or letters). If you’ve spoken to the company by phone or in person, jot down the date, time, and what was discussed. These records will support your complaint and show that you’ve tried to resolve the issue.
3. Decide what outcome you want
Think about what you would like the business to do to put things right. Common remedies include a refund, a repair, a replacement, or an improvement in the service. Be clear and realistic in your letter about what you are asking for. For example, if the service was not provided at all, you may be entitled to a full refund; if it was done poorly, you might request a re-do or partial refund.
4. Understand your consumer rights
In the UK, services must be provided with reasonable care and skill under the Consumer Rights Act 2015. If a service doesn’t meet this standard, you have the right to ask the provider to fix the problem, offer a price reduction, or provide a refund in some cases. Knowing your rights will help you make a confident and well-founded complaint. If you’re unsure what steps to take next or your complaint isn’t resolved after your initial letter, you can follow a consumer service complaints procedure for further help.
Taking these steps before you write your letter will help ensure that your complaint is clear, supported by evidence, and more likely to achieve a positive result.
What to Include in Your Complaint Letter
When writing a complaint letter about poor service, it’s important to include all the key details so your concerns are clear and can be resolved efficiently. Here’s what you should cover in your letter:
1. Your full name and contact details
Start your letter with your full name, address, telephone number, and email address. This ensures the service provider can easily identify you and respond.
2. Details of the service provider
Include the name and address of the company or individual who provided the service. This helps avoid any confusion if the business has multiple branches or departments.
3. Description of the service and what went wrong
Clearly state what service you paid for and describe what went wrong. Be specific – mention what you expected versus what was delivered. For example, “I paid for a boiler repair on 12 March, but the boiler stopped working again two days later.”
4. Relevant dates and times
Include all important dates, such as when you received the service, when the problem occurred, and when you first contacted the provider about the issue. Accurate dates help establish a clear timeline.
5. How the poor service affected you
Explain the impact the poor service has had. For instance, did it cause inconvenience, extra costs, or safety concerns? This helps the provider understand the seriousness of your complaint.
6. The remedy you are seeking
State what you want the provider to do to resolve the issue. Under the Consumer Rights Act 2015, you may be entitled to a repeat service, a price reduction, or a refund if the service was not provided with reasonable care and skill. Be clear whether you are seeking a refund, repair, replacement, or an improvement to the service.
7. Previous attempts to resolve the issue
Mention any steps you have already taken to resolve the problem, such as phone calls, emails, or earlier letters. This shows you have tried to sort things out before escalating your complaint.
8. Supporting documents
Attach copies of any relevant documents, such as receipts, contracts, photographs, or previous correspondence. Never send original documents; keep them safe for your records.
9. Polite and professional tone
Keep your letter calm, polite, and professional. Avoid emotional language or personal attacks, as a respectful tone is more likely to get a positive response.
If you’re unsure how to structure your letter or what to say, you can review sample complaint letters for practical examples and templates tailored to service-related problems.
Taking these steps will help you present a strong, well-documented complaint that is more likely to be taken seriously and resolved quickly.
How to Send Your Complaint Letter
How to Send Your Complaint Letter
When you’ve written your complaint letter about poor service, it’s important to send it in a way that gives you proof of delivery and helps you manage your claim effectively. Choosing the right method and keeping good records will support your case if you need to take things further.
Choose the best method to send your letter:
You can usually send your complaint by email, post, or through an online contact form if the business provides one.
Email: This is often the quickest and easiest option. It creates a digital record of your complaint and the date it was sent.
Post: Sending a physical letter can be more formal and may be necessary if the business requests it.
Online forms: Some companies have specific forms for complaints on their website. Make sure to keep a screenshot or copy of what you submit.
Keep a copy for your records:
Always keep a copy of your complaint letter and any supporting documents, such as receipts, photos, or previous correspondence. If you’re sending attachments by email or post, keep copies of everything you include. These records can be crucial if the business disputes your claim or if you need to escalate the complaint to an ombudsman or take legal action.
Consider recorded delivery for post:
If you send your letter by post, use recorded delivery (also known as ‘Signed For’ or ‘Tracked’ services from Royal Mail). This provides proof that your letter was delivered and signed for, which can be important evidence if the business claims not to have received your complaint. Under the Consumer Rights Act 2015, you have the right to expect services to be carried out with reasonable care and skill, so having proof of your complaint helps enforce your rights if necessary.
Allow a reasonable time for a response:
Once you’ve sent your complaint, give the business a fair chance to reply. A reasonable timeframe is usually 14 days, unless the company’s complaints policy states otherwise. In your letter, you can state clearly when you expect a response, for example: “Please respond to this complaint within 14 days.” This sets clear expectations and helps you decide on next steps if you don’t hear back.
By following these steps, you make it easier to manage your complaint and protect your rights as a consumer. If you don’t receive a satisfactory response within the timeframe, you may wish to escalate your complaint or seek further advice.
What to Do If Your Complaint Is Not Resolved
If your complaint about poor service is not resolved – either because the business does not respond or refuses to put things right – you still have important rights and options under UK consumer law.
Escalate Your Complaint
Start by making sure you have followed the company’s complaints process and given them a reasonable time to reply, usually around 14 days. If you still do not get a satisfactory response, you can escalate your complaint. Many industries have independent ombudsman schemes or alternative dispute resolution (ADR) services that can review your case. For step-by-step guidance on how to escalate, see the consumer service complaints procedure.
Claiming Damages for Poor or Misrepresented Service
If the service you received was not as described, or the provider made misleading claims, you may be entitled to compensation. The Consumer Rights Act 2015 says that services must be provided with reasonable care and skill, and match any description given. If not, you can request a repeat performance or a price reduction. If the problem is more serious, or you have lost money because of misrepresentation, you may wish to claim damages for misrepresented services using a formal letter template.
Cancelling the Contract
In some situations, you might decide that you no longer have confidence in the business to put things right. If the service has been breached – for example, if the provider has failed to deliver what was agreed – you have a legal right to cancel the contract. For practical steps and a sample letter, see how to cancel a breached contract. If the poor standard of work has caused you to lose faith entirely, you may also want to consider your right to end contract due to poor work.
What If the Business Still Won’t Cooperate?
If you have exhausted all complaint and escalation procedures, you may need to consider legal action. This could involve making a claim in the small claims court for compensation or damages. Keep a record of all correspondence and evidence, as this will support your case.
Remember, you have strong consumer rights under the Consumer Rights Act 2015 and related laws. Don’t hesitate to seek further advice if you feel your issue is not being taken seriously. For more detailed guidance on each step, explore the resources linked above.
Additional Tips for Effective Complaints
When making a complaint about poor service, how you present your concerns can have a big impact on the outcome. Here are some additional tips to help ensure your complaint is taken seriously and handled efficiently:
Be clear and concise
Set out the facts of your complaint in a straightforward way. Clearly explain what went wrong, when it happened, and how it has affected you. Avoid including unnecessary details or making the letter too long, as this can make it harder for the service provider to understand your main points.
Stay polite and avoid emotional language
It’s natural to feel frustrated when you’ve received poor service, but keeping your tone polite and professional will help your complaint be taken more seriously. Avoid using aggressive or emotional language, as this can make it harder to resolve the issue.
Set a reasonable deadline for a response
Let the service provider know when you expect a reply or resolution. This gives them a clear timeframe to work within and shows that you are serious about getting the issue sorted. For most complaints, giving 14 days to respond is considered reasonable.
Keep records of all communication
Keep copies of your complaint letter, any emails, and notes of phone conversations. If you need to escalate your complaint to an ombudsman or take further action, having a clear record of your attempts to resolve the issue will support your case.
Consider making time of the essence
If the service has been delayed or you need the issue resolved urgently, you can make time of the essence in your complaint. This means you are formally stating that the service must be completed by a specific date, and if it isn’t, you may seek further remedies such as a refund or compensation. This approach is supported by UK consumer law, particularly under the Consumer Rights Act 2015, which gives you the right to expect services to be carried out within a reasonable time.
By following these tips, you can improve the chances of your complaint being resolved quickly and fairly. If the service provider does not respond or you are not satisfied with their reply, you may wish to explore further steps such as using an alternative dispute resolution scheme or seeking advice from a consumer protection organisation.
Examples of Specific Service Complaints
When writing a complaint letter about poor service, it helps to tailor your message to the specific issue you’ve experienced. Below are common types of service complaints, with advice on what to include in your letter and links to example templates you can use.
Complaints About Delays in Service
Delays can cause significant inconvenience, especially if you rely on the service for daily activities or work. Under the Consumer Rights Act 2015, services must be provided with reasonable care and within a reasonable time. If a company fails to meet an agreed deadline, or if the delay is unreasonable, you have the right to complain and request a remedy – such as a new completion date, a partial refund, or compensation for additional costs.
When writing your letter:
Clearly state the original agreed date for the service.
Describe how the delay has affected you.
Specify what resolution you would like (e.g., a revised deadline or compensation).
For a ready-made template and detailed guidance, see how to complain about a delay to a service.
Issues With Phone, TV, or Internet Bills
Billing errors are a common frustration with phone, TV, and internet providers. These might include being charged for services you did not receive, unexplained fees, or incorrect amounts. Under the Consumer Rights Act 2015, you are entitled to clear and accurate bills for services provided.
In your complaint letter:
List the specific charges you dispute and the dates involved.
Attach copies of bills or statements as evidence.
Request a correction to your bill and a refund if you have overpaid.
You can use this template to complain about a phone, TV or internet bill.
Complaints About Cashback Offers From Phone Companies
Cashback offers can be enticing, but sometimes customers encounter problems claiming them – such as unclear terms, missed payments, or companies refusing to pay. If your phone company has failed to honour a cashback offer, you have the right to complain and ask for the promised amount.
When drafting your letter:
Reference the original offer and provide any promotional material or terms you received.
Explain the steps you took to claim the cashback and any responses from the company.
State the amount owed and request payment within a reasonable timeframe.
For a template and further advice, see how to complain to a phone company about cashback.
Complaints About Poor Quality Work by Traders
If you’ve hired a trader for repairs, improvements, or other services and the work is substandard, you are protected by the Consumer Rights Act 2015. The law requires services to be carried out with reasonable care and skill. If the work is not up to standard, you can ask for it to be redone, for a price reduction, or for compensation.
In your complaint letter:
Describe the problems with the work, including dates and any attempts to resolve the issue.
Provide photos or other evidence if possible.
Clearly state what you want the trader to do next (e.g., fix the work, offer a refund).
For a detailed example and template, see how to complain to a trader about poor quality work.
Each situation may require a slightly different approach, but your letter should always be clear, polite, and specific about what went wrong and how you’d like it put right. For more help with writing your complaint, explore the linked templates and guidance tailored to your particular issue.
Where to Get More Help
If you need further support after sending your complaint letter, there are several organisations and resources available to help you take the next steps.
For general consumer advice and guidance on your rights, Citizens Advice offers detailed information on what to do if you’re unhappy with a service. Their guidance covers your legal rights under the Consumer Rights Act 2015, how to approach the trader, and what remedies you can request, such as a refund, repair, or repeat performance. You’ll also find advice on how to escalate your complaint if the trader does not resolve the issue to your satisfaction.
If you’ve tried to resolve the problem but still need more help with a consumer issue, you can access additional support through specialist consumer services. These organisations can help you understand your options, assist with mediation, or guide you through making a formal complaint.
If your complaint relates to a disrupted holiday, cancelled flights, or other travel problems caused by poor service, you may be able to claim compensation or a refund through your travel insurance. Find out more about making a claim on your travel insurance to ensure you’re not left out of pocket.
Managing household expenses can be challenging when dealing with service issues, especially if you’re facing unexpected costs or delays. Practical energy management tips can help you reduce your bills and make your budget go further while you resolve the problem.
If the poor standard of service relates to your workplace – such as issues with a service provided by your employer, or if you’re not receiving what you’re entitled to as an employee – it’s important to know your employee rights. Understanding your legal protections can help you address workplace service problems confidently and effectively.
No matter your situation, remember that you have rights as a consumer and as an employee. Making use of trusted resources and seeking support can help you achieve a fair outcome.
