Sample complaint letter concerning purchase of retail goods or services

This publication is for: 

Sample complaint letter concerning the purchase of retail goods and services.

Your name
Your address
Your phone number
Your email address (if you have one)


Name of contact person (put the name of the person you have been dealing with if you know it or address it to The Manager if you do not have a name)
Company Name
State Postcode

Dear Sir/Madam (or put the name of the contact person if you know it)

Re: (put here what you are writing about, for example purchase of refrigerator / washing machine repair)

On (date) I (bought / leased / rented / had repaired) a (name of the product, with serial or model number or service performed) at (location, for example, your city store) for ($ cost).

Unfortunately, (state when the problem started, for example, upon plugging it in / upon attempting to use it), I discovered it did not work adequately because (say what the problem is. If you have already contacted them about the problem, tell them who you spoke to, when, and the results, if any, of your efforts).

I understand consumers are entitled to expect (things they buy be of merchantable quality and will last for a reasonable period of time / a service be carried out with due care and skill and be fit for the purpose for which it is acquired). As you can see from the problem I have described, the (name of product / repair or service performed) could not be reasonably considered to be of reasonable quality.

To resolve the problem, I would appreciate it if you could (say what you want, refund, repair, replacement, exchange, etc). Enclosed are copies of my records (include copies of receipts, guarantees, warranties, cancelled cheques, contracts, model and serial numbers and any other documents).

I look forward to your reply and a resolution to my problem and will wait until (set a time limit) before seeking help from Consumer Protection. Please contact me at the above address or by phone at (home and/or office numbers with area code).

Yours sincerely

(Your signature)
(Your name)

Enclosure(s): (list the documents you are sending with your letter. Send COPIES of your documents, not originals and keep a copy of this letter for your records)

cc: (put the name of anyone else you are sending the letter to, for example, to Consumer Protection) 

Consumer Protection
Last updated 22 Oct 2020

Last modified: