Consumer Rights Complaint Letter Guide (UK)

Updated for England, Wales, and Scotland. Covers the Consumer Rights Act 2015, remedies, and how to escalate.

When you buy something in the UK — online, in store, or by phone — it must be of satisfactory quality, fit for purpose, and as described. If it isn't, you have rights under the Consumer Rights Act 2015. A formal complaint letter is usually the fastest way to get a refund, repair, or replacement.

Your short-term rights

Within 30 days of purchase, you can reject faulty goods and demand a full refund. This is your short-term right to reject. You don't have to accept a repair or replacement first.

Your longer-term rights

After 30 days, the retailer can offer a repair or replacement. If that fails or is unreasonable, you can ask for a price reduction or refund. For digital content, you can claim a repair, replacement, or refund depending on when the problem appeared.

The 6-month presumption

For the first six months from delivery, the law presumes any fault was present at the time of purchase — the retailer must prove otherwise. After six months, the burden shifts to you to show the fault was inherent. You can still bring a claim up to 6 years in England/Wales (5 in Scotland), but you will need evidence such as an engineer's report. See our full faulty goods guide for the complete timeline.

Who you complain to

Your contract is with the retailer, not the manufacturer — claim your statutory remedy from the shop you paid, even if a warranty also exists. For credit-card or finance purchases over £100 (and up to £30,000), you may have an additional claim against the lender under section 75 of the Consumer Credit Act.

What to include in your complaint letter

1. Your details and the order/receipt number.
2. What you bought, when, and from whom.
3. The fault and when it appeared — be specific.
4. What you've tried — any phone calls, emails, or returns.
5. What you want — refund, replacement, repair, or compensation.
6. A deadline — usually 14 days.
7. Next steps — that you'll contact Trading Standards or an ombudsman if unresolved.

Faulty digital content and services

If you bought a download, stream, or service that doesn't work as promised, the same basic rules apply. You can claim a refund if the issue is major and persistent, or a fix if it's minor.

If the retailer refuses

You can escalate to:

• Trading Standards for unfair trading or criminal offences
• The relevant ombudsman for regulated industries
• Small Claims Court for straightforward money claims under £10,000

The escalation ladder

If the retailer stalls: (1) send the written complaint; (2) ask the maker to involve their alternative dispute resolution (ADR) scheme; (3) contact your card provider for a Section 75 claim if you paid by credit card; (4) issue a letter before action; (5) file in the small-claims track (under £10,000). Each step is cheaper and faster than the last failing.

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