Introduction to “To Whom It May Concern” Letters
A “To Whom It May Concern” letter is a formal document used when you need to address an organisation or individual, but do not have a specific contact name. In the context of consumer issues, these letters are especially helpful for communicating with businesses about problems such as faulty goods, poor service, or disputes over refunds and repairs. By using this format, you can ensure your concerns are clearly stated and addressed, even if you are unsure who will handle your case.
These letters are particularly valuable when dealing with consumer rights under UK law, such as the Consumer Rights Act 2015. This legislation gives you important protections, including the right to a refund, repair, or replacement if goods are faulty or not as described. A well-written “To Whom It May Concern” letter helps you outline your issue, reference your legal rights, and set out what resolution you expect. This clear communication can speed up the process and increase your chances of a positive outcome.
Common situations where you might use these letters include requesting a refund for a product that doesn’t work, asking for a replacement item, or seeking a repair for an item that has broken within the warranty period. They can also be used to complain about poor customer service or to follow up on an unresolved complaint.
By using our ready-made templates, you can make sure your letter includes all the necessary details and is written in a professional tone. This not only shows the business that you understand your rights, but also helps you keep a clear record of your communication. If you need help with other types of consumer issues, you may also find our consumer law letter templates useful for a range of situations.
Remember, being clear and assertive in your communications is key to resolving consumer problems effectively. Our templates are designed to help you take control of your situation and ensure that your rights are respected.
When to Use a “To Whom It May Concern” Letter
A “To Whom It May Concern” letter is a useful tool when you need to communicate with a business or service provider but do not have a direct contact name. These letters are commonly used in situations where you want to report faulty goods, request a refund, ask for a replacement, or seek a repair. For example, if you’ve bought an item that doesn’t work as described, or if a service you paid for was not delivered to a reasonable standard, addressing your letter to “To Whom It May Concern” ensures it reaches the right department even if you’re unsure who handles such issues.
These letters are often the first step in resolving disputes. By setting out your concerns clearly and politely, you give the business an opportunity to put things right before you consider escalating the matter. This approach can save time and help maintain a constructive relationship. If the issue isn’t resolved after your initial letter, you may then decide to make a formal complaint or seek legal advice.
When writing your letter, it’s important to be clear, factual, and polite. State what went wrong, what you want the business to do (such as a refund or repair), and include any relevant details like dates, receipts, or order numbers. Avoid emotional language or accusations – sticking to the facts will make your case stronger and more likely to be taken seriously.
Using a “To Whom It May Concern” letter is particularly helpful for straightforward issues, but if your problem relates specifically to goods or services, you might find our templates for problems with goods or services or templates for problems with services more tailored to your needs. These can guide you through the details to include, helping you reference your rights under the Consumer Rights Act 2015, which protects you when goods are faulty or services are not provided with reasonable care and skill.
Remember, sending a clear and well-structured letter can often resolve your issue quickly and without further action. If the business does not respond or resolve your complaint, you will have a written record of your attempt to resolve the matter, which can be useful if you need to take things further.
How to Use the Letter Templates
When using our “To Whom It May Concern” letter templates, it’s important to tailor them to your specific situation. Here’s a step-by-step guide to help you complete your letter effectively and increase the chances of a prompt resolution.
1. Fill in Your Personal and Purchase Details
Begin by adding your full name, address, and contact information at the top of the letter. Clearly state the date you are sending the letter. This information helps the business identify your case and respond appropriately.
Next, include the details of your purchase. Be specific – mention the product or service name, the date you bought it, where you made the purchase, and any relevant reference or order numbers. For example:
“I purchased a kettle (Model XYZ123) from ABC Electronics on 10 March 2024, order number 456789.”
2. Describe the Problem Clearly
Explain what has gone wrong. Whether you are seeking a refund, replacement, or repair, describe the issue in straightforward terms. If the product is faulty, explain how it does not work as expected. If a service was inadequate, provide details. For example:
“The kettle stopped working two weeks after purchase and does not heat water.”
Mention any steps you’ve already taken, such as contacting customer service or attempting to resolve the issue informally.
3. Reference Your Consumer Rights
It’s helpful to mention your rights under UK law. For most goods and services purchased after 1 October 2015, the Consumer Rights Act 2015 applies. This law entitles you to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose. Stating this can show the business you are aware of your rights.
4. Be Professional and Clear
Keep your tone polite and professional, even if you feel frustrated. Avoid emotional language or threats. Clear and respectful communication is more likely to result in a positive outcome.
5. Set a Reasonable Deadline
At the end of your letter, specify what you would like the business to do and set a reasonable deadline for their response – typically 14 days is appropriate. For example:
“I would appreciate a response within 14 days of the date of this letter.”
6. Sending Your Letter and Keeping Records
You can send your letter by email or post. If sending by post, consider using recorded delivery so you have proof it was received. Always keep a copy of the letter and any related correspondence for your records. This documentation can be important if you need to escalate the matter later.
If you do not receive a satisfactory response within your stated deadline, or if the issue remains unresolved, you may need to take further action. Find out how to solve an ongoing consumer problem, including guidance on escalation and next steps.
Sample “To Whom It May Concern” Letter Templates
When you need to contact a company about a problem with a product or service, using a well-written “To Whom It May Concern” letter can make your request clear and professional. Below, you’ll find ready-made templates for three of the most common consumer issues: requesting a refund, a replacement, or a repair. Each template is designed to be simple, polite, and easy to adapt to your situation.
Refund Request Template
If you’ve bought something that is faulty, not as described, or doesn’t work as expected, you may have a legal right to a refund under the Consumer Rights Act 2015. Use this template to request your money back:
To Whom It May Concern, I am writing to request a refund for [describe the product or service, including order number, if available], which I purchased on [date]. Unfortunately, [explain the problem – e.g., the item is faulty, not as described, or doesn’t work as expected]. Under the Consumer Rights Act 2015, I am entitled to a refund as the item is not of satisfactory quality. Please find attached copies of my receipt and any relevant correspondence. I look forward to your prompt response and a full refund within 14 days. Yours faithfully, [Your Name] [Your Address] [Your Contact Details]
How to adapt it: Replace the text in brackets with your specific details. Attach any evidence, such as photos of the fault, receipts, or previous emails.
Replacement Request Template
If you’d prefer a replacement instead of a refund, you can use this template. The Consumer Rights Act 2015 gives you the right to ask for a replacement if a product is faulty or not as described.
To Whom It May Concern, I am contacting you regarding [describe the product, including order number, if available], purchased on [date]. The product is [explain the issue – e.g., faulty, damaged, or not as described]. I would like to request a replacement, as allowed under the Consumer Rights Act 2015. Please find attached evidence of the fault and my proof of purchase. I look forward to your reply confirming when a replacement will be provided. Yours faithfully, [Your Name] [Your Address] [Your Contact Details]
How to adapt it: Make sure to specify the issue clearly and include any supporting documents or photos.
Repair Request Template
If you want the item repaired, especially for higher-value goods, this template can help. You’re entitled to request a repair for faulty goods under the Consumer Rights Act 2015.
To Whom It May Concern, I am writing about [describe the product, including order number, if available], purchased on [date]. The item has developed the following problem: [describe the fault]. I would like you to arrange a repair under my rights in the Consumer Rights Act 2015. I have attached a copy of my receipt and photos of the issue for your reference. Please let me know how and when the repair will be carried out. Yours faithfully, [Your Name] [Your Address] [Your Contact Details]
How to adapt it: Clearly describe the fault and provide any evidence you have. If the item is essential, mention if you need a temporary replacement during the repair.
Practical Tips for Using These Templates
Personalise your letter: Always fill in the details relevant to your case. This makes your request clear and helps avoid delays.
Include your contact information: Make sure to provide your full name, address, and a way for the company to contact you.
Attach supporting evidence: This could be receipts, photos, or copies of previous correspondence. Evidence strengthens your case.
Be clear and polite: A respectful tone increases the chances of a positive response.
Know your rights: The Consumer Rights Act 2015 protects you if goods are faulty, not as described, or unfit for purpose.
These templates are a starting point. Feel free to adjust the wording to suit your situation. By sending a clear and well-supported letter, you are more likely to resolve your issue quickly and ensure your consumer rights are respected.
Refund Request Template
Refund Request Template
If you have purchased goods or services that are faulty, not as described, or unfit for purpose, you have the right to request a refund under UK consumer law. The main laws protecting you are the Consumer Rights Act 2015 for most goods and services, and the Consumer Contracts Regulations 2013 for online or distance purchases.
When writing a refund request letter, it’s important to clearly state what went wrong, what you want (a refund), and the legal basis for your request. Using the right phrases can help make your case stronger and show the business you understand your rights.
Below is a template you can use when requesting a refund. Simply fill in your personal details and the specifics of your purchase. This template can be sent by email or post.
Refund Request Letter Template
To Whom It May Concern,
I am writing to request a full refund for [describe the goods or services, including order number, date of purchase, and any relevant details]. Unfortunately, the [goods/services] I received are [faulty/not as described/not fit for purpose].
Under the Consumer Rights Act 2015, I am entitled to a refund as the goods/services do not meet the standards required by law. The Act states that goods must be as described, of satisfactory quality, and fit for purpose. Since my purchase does not meet these requirements, I am requesting a full refund.
[Optional: If you purchased online or from a distance, you may add:]
As I purchased this item online, I am also protected under the Consumer Contracts Regulations 2013, which gives me the right to cancel and receive a refund within 14 days of receiving the goods.
I would appreciate it if you could process my refund within 14 days, as required by law. Please let me know if you need any further information from me.
Yours faithfully,
[Your Name]
[Your Address]
[Your Contact Details]
Practical advice:
Include copies of your receipt, order confirmation, or any relevant correspondence.
Keep a copy of your letter and any replies you receive.
If you do not receive a response within 14 days, you may wish to follow up or consider further action.
Common questions:
How long do I have to request a refund?
If the item is faulty, you have a right to a full refund within 30 days of purchase. After this period, you may still be entitled to a repair or replacement, or a partial refund.
Do I need to return the item?
Usually, you will need to return the faulty item to receive a refund. The seller should provide instructions and may be responsible for return postage costs.
What if the business refuses my request?
If your refund request is refused, you can escalate your complaint by writing a formal complaint letter or seeking help from consumer protection services.
This template and advice can help you clearly communicate your request and assert your rights under UK law.
Replacement Request Template
Replacement Request Template
If you have bought an item that turns out to be faulty, you have the right to request a replacement under the Consumer Rights Act 2015. This law states that goods must be of satisfactory quality, fit for purpose, and as described. If your purchase does not meet these standards, you can ask the retailer to replace the item.
Using the Replacement Request Template
Our “To Whom It May Concern” replacement request template is designed to help you clearly state your issue and request a replacement. When using the template, it’s important to:
Describe the Problem Clearly: Give specific details about what is wrong with the product. For example, mention if the item does not work as expected, has a defect, or developed a fault soon after purchase. Include dates, serial numbers, and any other relevant information.
Reference Your Rights: You can mention that, under the Consumer Rights Act 2015, you are entitled to a replacement if the goods are faulty and you are within the relevant time frame.
Request the Replacement Directly: Be clear in your letter that you are asking for a replacement, not a repair or refund (unless you are open to those options).
Include Proof of Purchase: Attach a copy of your receipt or order confirmation. This helps the retailer process your request more quickly.
Set a Reasonable Deadline: Politely ask the business to respond or provide the replacement within a certain number of days (for example, 14 days).
Example of a Clear Replacement Request
Here’s how you might use the template:
To Whom It May Concern,
I am writing to request a replacement for [product name and description], purchased on [date] from your store/website. The item has developed the following fault: [describe the problem in detail].
Under the Consumer Rights Act 2015, I am entitled to goods that are of satisfactory quality, fit for purpose, and as described. As my item does not meet these standards, I would like a replacement.
Please find attached a copy of my receipt. I look forward to your response within 14 days.
Yours faithfully,
[Your Name]
Practical Advice
Act Quickly: If the fault appears within 30 days of purchase, you have the strongest rights to a remedy. After 30 days, you can still request a replacement, but the retailer may offer a repair first.
Be Specific: The more detail you provide about the fault, the easier it is for the business to understand the issue and process your request.
Keep Records: Always keep a copy of your letter or email, along with any replies from the business.
Common Questions
Can I ask for a replacement if I’ve already used the item?
Yes, as long as the fault was not caused by misuse and the problem is covered by your consumer rights.
What if the business refuses to replace the item?
If the retailer does not respond or refuses to provide a replacement without a good reason, you may be able to escalate your complaint or seek further advice.
Using a clear, well-structured replacement request letter can help you get the outcome you want and ensure your consumer rights are respected.
Repair Request Template
If you’ve bought a product that has developed a fault, you have the right to request a repair under the Consumer Rights Act 2015. This law states that goods must be of satisfactory quality, fit for purpose, and as described. If your item is faulty, you can ask the retailer (not the manufacturer) to repair it, provided you are within a reasonable timeframe – usually up to six months from purchase, although you may have rights beyond this period in some cases.
When writing a repair request letter, it’s important to clearly explain the problem and provide all relevant details. This will help the business understand your situation and respond more quickly.
What to include in your repair request letter:
Product details: Include the make, model, serial number, and date of purchase.
Description of the fault: Be specific about what is wrong, when the problem started, and how it affects the use of the product.
Proof of purchase: Mention that you have attached or can provide a copy of your receipt or order confirmation.
Repair timeline: State how soon you expect the repair to be completed. The law requires repairs to be carried out within a reasonable time and without significant inconvenience to you.
Your preferred outcome: Make it clear you are requesting a repair, and mention if you are open to alternatives such as a replacement or refund if a repair is not possible.
Example Repair Request Letter:
To Whom It May Concern,
I am writing to request a repair for a faulty [product name and model], purchased from your store on [purchase date]. The product has developed the following fault: [brief description of the issue, e.g. “the washing machine no longer spins during the cycle”]. This issue started on [date] and has made the product unusable for its intended purpose.
Under the Consumer Rights Act 2015, I am entitled to a repair as the product is not of satisfactory quality. I have attached a copy of my receipt as proof of purchase.
I would appreciate it if you could arrange for the product to be repaired within [reasonable time, e.g. “14 days”], as I rely on it for daily use. If a repair is not possible, please let me know what alternative solutions you can offer.
Please confirm how you wish to proceed and advise on the next steps.
Yours faithfully,
[Your Name]
[Your Address]
[Contact Details]
Practical tips:
Always keep a copy of your letter and any correspondence with the business.
Send your letter by recorded delivery or email, so you have proof it was received.
If you do not receive a response or the repair is not completed within a reasonable time, you may have the right to request a replacement or refund.
By providing clear information and referencing your legal rights, you can help ensure your request is taken seriously and resolved as quickly as possible.
Related Letter Templates for Consumer Issues
When dealing with consumer issues, having the right letter template can make all the difference in getting your problem resolved quickly and effectively. While a “To Whom It May Concern” letter is a good starting point for many situations, you might need a more specific template depending on your circumstances. Below, you’ll find an overview of related letter templates designed to help with a range of common consumer problems.
If your issue relates to credit agreements – such as problems with loans, credit cards, or store finance – you may find our credit letter templates particularly useful. These templates can help you raise disputes, request information, or challenge unfair charges under the Consumer Credit Act 1974.
For those experiencing difficulties with their energy suppliers, including billing errors, poor service, or switching problems, our gas and electric issues letter templates provide clear formats for making complaints or requesting action. These templates are tailored to reflect your rights under the Gas Act 1986, Electricity Act 1989, and relevant Ofgem guidelines.
Sometimes, you may need to cancel goods or services – whether due to a change of mind, delay, or breach of contract. Our cancelling goods or services letter templates guide you through the process, helping you use your rights under the Consumer Contracts Regulations 2013. These templates explain how to notify a business of your intention to cancel and what information to include to ensure your request is processed smoothly.
If your consumer issue involves a holiday – such as a cancelled trip, poor accommodation, or a problem with a travel provider – our problems with holidays letter templates are designed for these scenarios. They can help you claim compensation or request a refund under the Package Travel and Linked Travel Arrangements Regulations 2018.
Using the right template not only helps you communicate clearly but also ensures you refer to the correct legal protections for your situation. Explore these related templates to find the best fit for your needs, and take confident steps to resolve your consumer issue.
Next Steps if Your Issue Is Not Resolved
If your initial “To Whom It May Concern” letter does not lead to a satisfactory response, or if the business refuses to resolve your issue, there are further steps you can take to protect your consumer rights.
1. Send a Warning Letter
If you have not received a reply, or the business is unwilling to put things right, it’s important to make your position clear before taking further action. Sending a formal warning letter demonstrates that you are serious and gives the business a final opportunity to resolve the problem. This letter should state the issue, reference your previous communication, and explain that you may take further action if your concerns are not addressed. You can use our warning letter template for court action to help you draft this message.
2. Escalate the Matter
If the warning letter does not achieve the desired result, you have several options for escalation:
Contact Consumer Protection Bodies: You may be able to get advice or support from organisations such as Citizens Advice or Trading Standards. They can provide guidance on your rights and may intervene in certain cases.
Consider Alternative Dispute Resolution (ADR): Some businesses are members of an ADR scheme, which can help resolve disputes without going to court.
Take Legal Action: As a last resort, you can make a claim in the small claims court. This is often used for issues such as faulty goods, poor service, or unreturned deposits. The Consumer Rights Act 2015 protects you if goods are not as described, not fit for purpose, or not of satisfactory quality.
For more information on how to escalate your complaint and the steps involved, see our guide on how to solve an ongoing consumer problem.
3. Keep Records of All Communications
It is crucial to keep copies of all letters, emails, receipts, and notes of any phone calls. These records serve as evidence if you need to involve a third party or take your case to court. Make sure to date each item and keep them organised in case you are asked to provide proof of your efforts to resolve the issue.
By following these steps, you can show that you have acted reasonably and given the business every opportunity to put things right. This can strengthen your position if you need to escalate your complaint or take legal action.
Understanding Your Consumer Rights and Additional Support
Understanding Your Consumer Rights and Additional Support
When you purchase goods or services in the UK, you are protected by a range of consumer rights designed to ensure you are treated fairly. Knowing your rights can help you communicate more confidently with businesses, especially when requesting a refund, replacement, or repair.
Your Rights with Faulty Goods and Services
Under the Consumer Rights Act 2015, you have the right to expect that goods you buy are of satisfactory quality, fit for purpose, and as described. If something you purchase turns out to be faulty, you are usually entitled to a repair, replacement, or refund, depending on the circumstances and how long you have had the item. For services, the law says they must be provided with reasonable care and skill. If a service does not meet this standard, you can ask for it to be redone or for a partial or full refund.
Protection Against Discrimination
UK law also protects you from unfair treatment when you buy goods or use services. Businesses must not discriminate against you based on characteristics such as age, disability, gender, race, religion, or sexual orientation. To learn more about how the law protects you in these situations, visit our page on discrimination and consumer rights.
Travel Cancellations and Compensation
If your travel plans are disrupted – such as a cancelled flight, delayed train, or a holiday that doesn’t go ahead – you may have the right to a refund or compensation. These rights are protected under various regulations, including the Package Travel Regulations and airline compensation rules. For more detailed guidance on what you can claim and how to go about it, see our information on travel and holiday cancellations and compensation.
Making Insurance Claims
Sometimes, insurance policies can help cover the cost of faulty goods, cancelled events, or other consumer issues. If you believe your situation may be covered, it’s important to check your policy and follow the correct process for making a claim. For practical advice and steps to take, read our guide to insurance claims.
Getting the Support You Need
Understanding your rights is the first step towards resolving problems with businesses. Using clear, well-structured letters – like the templates provided on this page – can help you communicate your concerns and achieve a fair outcome. If you want to explore these topics further or need help with a particular issue, take a look at the related resources linked above. Being informed empowers you to stand up for your rights and resolve disputes more effectively.
