If an item is faulty or was bought online within the cooling-off period, the most effective complaints are clear, evidence-based and written.
Start by contacting the retailer through a method you can track, such as email, an online form or a recorded delivery letter. Include receipts, order confirmations and screenshots of the returns policy. Set out the problem in simple terms, state what you want the retailer to do and give a short deadline for a response. If the problem relates to a fault, refer to your rights under the Consumer Rights Act.
Denise has written three template complaint letters to help with this stage. They cover faulty goods bought from a company, misdescribed goods bought from private sellers on platforms like eBay or Etsy, and cancelling or returning goods bought online or over the phone. You can download them using the links below.
