Last reviewed March 2026 — LetterSure editorial team
Bought something that does not work as it should? UK consumer law gives you strong rights. Here is how to write a complaint letter that gets results.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you have the right to a remedy from the retailer — not the manufacturer.
Your rights depend on how long ago you bought the item. In the first 30 days you have the right to a full refund. Between 30 days and 6 months you are entitled to a repair or replacement first, with a refund if that fails. After 6 months the burden shifts and you may need to show the fault existed at the time of purchase.
Generate your faulty goods complaint letter in 60 seconds
Answer a few questions and get a professional letter ready to send
Generate my complaint letter — £6.99Write a formal letter when a phone call or email has not resolved the issue, when you want a written record of your complaint, or when you are preparing to escalate to a consumer ombudsman or credit card chargeback. A formal letter shows you are serious and gives the retailer a clear deadline to respond.
Always write to the retailer — not the manufacturer. Your contract is with the retailer who sold you the item and they are legally responsible for resolving the issue.
Not of satisfactory quality
The item is broken, damaged, or deteriorates faster than reasonably expected.
Not fit for purpose
The item does not do what it is supposed to do or what you told the seller you needed it for.
Not as described
The item does not match its description, advertisement, or sample.
Digital content faults
Apps, downloads, and streaming services that do not work as described are also covered.
Installation faults
If the retailer installed the item incorrectly causing damage, they are responsible.
Your name and address
Include your full contact details so the retailer can respond.
Order number or receipt details
Proof of purchase is essential — include the date and where you bought it.
Description of the item
Name, model number, colour — be specific so there is no confusion.
Description of the fault
Explain exactly what is wrong and when you first noticed it.
When you bought it
This determines which rights apply — within 30 days, 6 months, or longer.
What remedy you want
State clearly whether you want a refund, repair, or replacement.
A deadline
Give them 14 days to respond before you escalate to your card provider or ombudsman.
If the retailer does not respond within your deadline, you have several options. If you paid by credit card, you can raise a Section 75 claim with your card provider — this gives you the same rights against your card issuer as the retailer. If you paid by debit card, you can request a chargeback through your bank.
You can also escalate to the relevant ombudsman or Alternative Dispute Resolution scheme for that retailer's sector. Citizens Advice can help you identify the right route if you are unsure.
Ready to write your faulty goods complaint letter?
LetterSure generates a professional complaint letter in under 60 seconds. Answer a few questions and download as PDF or Word.
Generate my complaint letter — £6.99Or get Pro for £12.99/month for unlimited letters
What are my rights if I buy faulty goods in the UK?
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. In the first 30 days you are entitled to a full refund. Between 30 days and 6 months you are entitled to a repair or replacement first, with a refund if that fails.
Do I complain to the retailer or the manufacturer?
Always complain to the retailer — not the manufacturer. Your contract is with the retailer who sold you the item and they are legally responsible for resolving the issue.
How long do I have to return faulty goods?
In the first 30 days you have the right to a full refund. Between 30 days and 6 months you are entitled to a repair or replacement. After 6 months you may need to prove the fault existed at the time of purchase, but you still have rights for up to 6 years.
What can I do if a retailer refuses to refund faulty goods?
If you paid by credit card, raise a Section 75 claim with your card provider. If you paid by debit card, request a chargeback through your bank. You can also escalate to the relevant ombudsman or Alternative Dispute Resolution scheme.
Can I get a refund on faulty digital products?
Yes. The Consumer Rights Act 2015 covers digital content including apps, downloads, and streaming services. If they do not work as described you have the right to a repair, replacement, or price reduction.
This guide is for general information only. LetterSure letters are personal correspondence drafts and do not constitute legal advice. For legal matters consult a qualified solicitor at solicitors.lawsociety.org.uk.