Letters of complaint to traders

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When you have a problem with faulty goods or services, it is good practice to put the details of your complaint in writing.

When writing a letter of complaint, use this checklist to make sure that it is as effective as possible:

• Write to the correct company address.
• Include copies (not originals) of any supporting documents, such as a receipt or other proof of purchase, order form, invoice etc.
• Quote any relevant account/customer/invoice number.
• Be specific and stick to the point - quote dates of events, and all the relevant circumstances surrounding your complaint.
• Be clear about what you want the trader to do to solve your complaint.
• Set a deadline by which time you want the matter to be sorted out and stick to this deadline.
• If possible, get evidence to support your claim and enclose a copy with your letter.
• Act quickly - delaying can sometimes affect your rights.
• Be persistent - write a reminder letter if you don't get a reply to your first one.
• Keep a copy of any letters you send.
• Make sure you send letters by Recorded Delivery, and keep the receipt, so you can prove the trader has received the letter.

The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues.

Visit www.adviceguide.org.uk or call the Citizens Advice consumer helpline on 08454 04 05 06.

• email: ts.es@renfrewshire.gov.uk
• Phone: 08454 040506
• call in or write to us at:
  Renfrewshire Council
  Environmental Services
  Trading Standards
  Renfrewshire House
  Cotton Street
  Paisley
  PA1 1BR