Complaints and disputes
This part of the site provides legal information about your consumer rights and documents to help you deal with complaints and disputes resulting when something goes wrong with a supplier, be it a neighbour, restaurant, utility supplier, bank or even a solicitor.
Products
Buying goods
Compatible region(s):
England & Wales
Scotland
Northern Ireland
This pack provides you with a large range of document templates for dealing with a problem with goods you have purchased. It provides templates for requesting a refund, a replacement, or compensation in…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter to seek a refund from your credit card company for goods costing between £100 and £30,000 that you purchased, or part purchased, that were not delivered or were faulty, not as described…
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Compatible region(s):
England & Wales
Northern Ireland
You can use this letter to ask for a refund if you've been left with a faulty item after the seller has tried to repair or replace it.
This letter is suitable for requests about goods bought within the…
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Compatible region(s):
England & Wales
Northern Ireland
You can use this letter when a seller doesn't accept responsibility for a faulty item and tries to instead blame a manufacturer or developer. If you bought the item after 1 October 2015, you're entitled…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter to ask for a refund from a seller where the seller has failed to deliver goods you purchased within the time expected. This could mean not delivering by a specific date as set in your…
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Compatible region(s):
England & Wales
Northern Ireland
You can use this letter to ask for a refund or replacement if you bought something that didn't live up to its description. The description might have come through labelling, packaging, brochures…
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Compatible region(s):
England & Wales
Northern Ireland
You can use this letter to complain about the poor quality of something you've bought. If you bought the item after 1 October 2015, you can use this letter to demand a refund if you ask for it within 30…
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Compatible region(s):
England & Wales
Northern Ireland
You can use this letter to ask for compensation from the seller when a faulty item causes damage to your possessions or property. You can ask for the cost of repairing the damage or, if that's impossible…
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Neighbour disputes
Compatible region(s):
England & Wales
Northern Ireland
Use this letter to complain to a neighbour about excessive noise. You should keep a copy of this letter when you send it along with any other correspondence between you and your neighbour. You should also…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter to accompany a surveyor's report confirming that damage has been caused to your property by the roots of a neighbour's tree. This should only be used if, having previously verbally…
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Compatible region(s):
England & Wales
Northern Ireland
If previous attempts to resolve a problem with a noisy neighbour have failed, use this document to send a letter to the local authority responsible for noise complaints. You should have already sent at…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter to request that a neighbour trim the branches of a tree or plant which overhangs your property. Before using this letter, you should check with your local authority to ensure that there is…
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Compatible region(s):
England & Wales
Scotland
Northern Ireland
Use this document to send a letter of objection to a neighbour's proposed extension. The letter will allow you to object to the development on the ground(s) that you object to the purpose, the nature and…
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Compatible region(s):
England & Wales
Northern Ireland
Property, privacy and boundary issues make up the vast majority of concerns that people have with their neighbors. Most neighborhood disputes can be easily resolved through discussion, or in the worst…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter as an initial request to a neighbour to prune evergreen trees or plants that are more than 2 metres high under the Anti Social Behaviour Act, if it's obstructing light to your garden or…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter to demand that an individual stops trespassing on your property. Before using this letter, you must have already asked the individual to stop trespassing on your property and they must…
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Holiday and travel
Compatible region(s):
England & Wales
Scotland
Northern Ireland
If you lost your luggage during a flight, you can use this letter to complain and seek compensation from either an airline or a tour operator. You must wait at least 21 days after completing a Property…
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Compatible region(s):
England & Wales
Scotland
Northern Ireland
If you've recently stayed in an unsatisfactory hotel room, you can use this letter to complain and seek compensation from the hotel. You can only use this letter if you've already made a complaint about…
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Compatible region(s):
England & Wales
Scotland
Northern Ireland
If you've been disappointed by a recent holiday because your tour operator made promises which weren't fulfilled when you got there, you can use this letter to claim compensation. For example, you might…
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Compatible region(s):
England & Wales
Scotland
Northern Ireland
You can use this letter if you specifically requested certain facilities or amenities for your holiday, but they weren't available when you got there. This was despite the fact that the travel agent…
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Compatible region(s):
England & Wales
Northern Ireland
Holidays are costly, and it can be very frustrating when things go wrong. This pack of documents provides templates for seeking redress for the most common issues that holidaymakers feel warrant…
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Compatible region(s):
England & Wales
Scotland
If you recently bought a ticket for a train journey that was delayed by more than an hour or if the train was cancelled, you can use this letter to complain to the train operator and claim compensation…
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Motor vehicle complaints
Compatible region(s):
England & Wales
Northern Ireland
This is a letter to a garage complaining about damage caused to your vehicle whilst it was in their possession for routine servicing or repair work. The letter suggests that the garage repairs the damage…
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Compatible region(s):
England & Wales
Northern Ireland
This is a letter from a customer to a garage regarding substandard vehicle servicing. Use this letter where the original faults reappear following completion of the work and you subsequently get another…
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Compatible region(s):
England & Wales
Northern Ireland
Use this document to demand a refund from a dealer for a vehicle that has developed a serious fault within 30 days of purchasing and taking delivery. You should include with the letter a report from an…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter to demand compensation from a careless driver to cover the cost of the excess of your insurance or for any uninsured losses. If this letter is unsuccessful, you should proceed in the small…
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Compatible region(s):
England & Wales
Northern Ireland
If a garage bills you for servicing or repairing a vehicle and that bill is much higher than the verbal estimate you were given and you did not agree to pay a specific amount or to a specific calculation…
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Use this letter if you have been sold a faulty vehicle by a dealer. It sets out details of the faults and asks the dealer to repair the vehicle free of charge, referring to your rights under the Consumer…
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Compatible region(s):
England & Wales
Northern Ireland
Keeping your car on the road can be a costly process. This pack contains documentation enabling you to deal with all aspects of vehicle-related legal issues, complaining about poor quality of work done by…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter where you have been sold a faulty vehicle by a dealer and been told by them that you need to complain to the manufacturer. You will need an independent report from an examiner detailing…
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Utilities
Compatible region(s):
England & Wales
Northern Ireland
If you believe that your gas, electricity or water meter is registering inaccurately, you can use this document to send a complaint to your utility company. Before sending this letter, you must have…
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Compatible region(s):
England & Wales
Northern Ireland
This letter can be used to reject a landline or mobile phone telephone bill that is incorrect or excessive. You can use this letter when you have been incorrectly charged for calls or texts you did not…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter to seek compensation from an electricity distribution company (EDC) following an interruption to your supply. An EDC owns the electricity wires and cables that supply electricity to your…
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Compatible region(s):
England & Wales
Scotland
If the gas supply to your premises has been interrupted, it must be restored within the period specified under the Guaranteed Standards set by Ofgem (Office of Gas and Electricity Markets). If they are…
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Compatible region(s):
England & Wales
Northern Ireland
This letter can be used to demand compensation if your water company has interrupted or stopped your water supply and failed to restore it within 48 hours where emergency works to the strategic main…
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Compatible region(s):
England & Wales
Use this document to request an official body to investigate a complaint you made to your water company in which you were unsatisfied with the response. To use this document, you should have already…
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Compatible region(s):
England & Wales
Northern Ireland
This pack provides templates for dealing with issues with the supplier of your water, gas, electricity or telephone services in the event of a fault or a failure to meet expected standards. See the…
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Accountants & surveyors
Compatible region(s):
England & Wales
Northern Ireland
This pack contains the documentation necessary to complain directly about poor or delayed service by an accountant or surveyor, or to take the matter further and complain to the corresponding governing…
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Compatible region(s):
England & Wales
Northern Ireland
If you have employed an accountant to do some work for you, and they have not provided a satisfactory service, you can use this letter to make a complaint to them. An unsatisfactory service can relate to…
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Compatible region(s):
England & Wales
Northern Ireland
If you have found defects in a property that you recently purchased and these defects were not mentioned in the survey that you paid to be carried out on your property, use this letter to complain to the…
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Compatible region(s):
England & Wales
Northern Ireland
Use this letter if you have instructed an accountant to carry out some work for you, but they have not completed the work in a reasonable time. The document requests an explanation for the delay and…
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Compatible region(s):
England & Wales
Northern Ireland
Use this document to send a letter of complaint to an accountant's governing body. To use this document you should have already sent an initial letter of complaint to your accountant and either received a…
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Compatible region(s):
England & Wales
Use this document to request mediation, conciliation or arbitration concerning a dispute you have with your accountant, e.g. a dispute over a bill or a dispute over poor advice. It is not suitable if your…
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Solicitors & barristers
Compatible region(s):
England & Wales
If you want to make a complaint about a solicitor who has provided you with poor service, you can use this document to send a complaint letter. Poor service includes where the solicitor has not done what…
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Compatible region(s):
England & Wales
If you want to make a complaint about a barrister, you can use this document to send a complaint letter about poor service, professional misconduct and/or negligence. It can be sent either to the…
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Compatible region(s):
England & Wales
If you want to make a complaint about a licensed conveyancer, you can use this document to send a complaint letter about poor service, professional misconduct and/or negligence. It can be sent either to…
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Compatible region(s):
England & Wales
Use this letter to forward the details of your complaint to the Legal Ombudsman about the poor service, negligence and/or misconduct of a legal service provider (a solicitor, barrister, licensed…
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Compatible region(s):
England & Wales
If your solicitor charges you more than what you expected, you can use this letter to request that they provide an itemised account of each of their charges. By having your solicitor justify each item of…
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Compatible region(s):
England & Wales
This pack contains a range of letters that can be used to write a complaint about a solicitor or barrister. The pack includes documents such as, Complaint to the Legal Services Ombudsman, Initial letter…
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Restaurants
Compatible region(s):
England & Wales
Scotland
Northern Ireland
If you recently went to a restaurant and received unsatisfactory service, you can use this letter to complain and seek compensation. The letter also includes an option to reclaim costs for ruined clothes…
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Compatible region(s):
England & Wales
Scotland
Northern Ireland
If you have booked a table at a restaurant and they have failed to provide you with the table that you have booked, you can use this letter to send a complaint. To use this document, you must have either…
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Compatible region(s):
England & Wales
If you have had an unsatisfactory meal at a restaurant, you can use this letter to demand a full refund for the meal. You must have complained to a member of staff at the restaurant in order to use this…
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Compatible region(s):
England & Wales
This pack will enable you to contact a restaurant in relation seeking recompense if you are unsatisfied with your experience – that’s due to poor service, a booking they have failed to honour…
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Other complaints and requests
Compatible region(s):
England & Wales
Northern Ireland
If you have employed a removal company who has damaged one or more items whilst moving, you can use this letter to demand compensation. The letter will allow you to seek a repair or replacement of the…
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Compatible region(s):
England & Wales
Northern Ireland
If you have taken an item to a dry-cleaner and they have caused damage to it, you are entitled to claim compensation under the Supply of Goods and Services Act (and similar provisions in Scotland). This…
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Compatible region(s):
England & Wales
Northern Ireland
Where an insurance company has rejected a claim and you believe that this is a mistake, you can use this document to raise a complaint. This letter will begin a formal complaints procedure and can be used…
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Compatible region(s):
England & Wales
Use this letter to demand that your landlord repay your deposit. The letter contains an option dealing with whether your deposit has been protected under a deposit protection scheme. If the landlord does…
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Compatible region(s):
England & Wales
Northern Ireland
This is a letter to your bank giving them permission to disclose information about your account to a third party.
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Compatible region(s):
England & Wales
Northern Ireland
As an individual or a business, use this letter to give notice of a change of address to a third party. The document is suitable for use whether or not you have a contractual duty to notify the other…
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Compatible region(s):
England & Wales
Northern Ireland
If you wish to view or have copies of the medical records which are held at your doctor's surgery, you can use this letter to make a formal request. It is necessary to make this request in writing. You…
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Compatible region(s):
England & Wales
Northern Ireland
If you feel your insurance company has incorrectly refused your claim on the grounds that the damage was caused by an event that isn't covered by your policy, this letter will raise a formal complaint…
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