How to write a complaint letter that gets a reply (template included)

Most complaints fail for one of two reasons. They're too angry to act on, or too vague to act on. The person reading yours handles dozens a day. Make it easy for them to say yes.

The shape that works

1. Who you are and the reference. Name, account or order number, date. First line.
2. What happened, in order. Dates and facts. No adjectives.
3. What was wrong with it. What you were promised or entitled to, and how that differs from what you got.
4. What you want. A refund of a specific amount, a repair, a replacement, a credit. Name it.
5. A deadline. Usually 14 days.
6. What you'll do next. Ombudsman, card dispute, small claims. Stated calmly, not as a threat.

The template

Subject: Formal complaint, order [number]

Dear [company],

I am writing to make a formal complaint about
[order / account number], placed on [date].

What happened:
- On [date], [fact].
- On [date], [fact].
- On [date], I contacted you by [method] and
  [what they said or didn't].

[Product / service] was [not delivered / faulty /
not as described / charged twice]. [If you know the
rule: Under (law or their own terms), I am entitled
to (X).]

I am asking for [a full refund of X / a replacement /
a repair] by [date, 14 days from today].

If this isn't resolved by then, I will [refer the
matter to (ombudsman) / raise a dispute with my card
provider / start a small claim].

Copies of [receipt, photos, messages] are attached.

Yours sincerely,
[Name]
[Phone]

Things that make a difference

Use their words against them, politely. If their website says "delivered in 3 days" or "lifetime guarantee", quote it with the page link.

One complaint per letter. If you have three problems, lead with the one that has the clearest remedy.

Ask for the complaint reference. Once logged formally, the clock starts on their internal deadline.

Keep a log. Date, who you spoke to, what they said. You'll need it if it escalates.

If they ignore you or say no

In the UK, banks, energy suppliers, telecoms and many others must respond within eight weeks, after which you can go to the relevant ombudsman for free. In the EU, most sectors have an out-of-court mediator; in France look for the médiateur named in your contract. In the US, the CFPB takes complaints about banks and card companies, and your state attorney general handles many consumer issues.

If you paid by card, a chargeback or, in the UK, a Section 75 claim may be faster. We cover both in chargeback vs Section 75. Landlord keeping a deposit in France? See that guide.

Worked example

Marc's washing machine broke at 14 months. The retailer said "out of warranty". Marc's letter listed the purchase date, the fault, and pointed out that in France the legal conformity guarantee lasts two years from delivery regardless of the shop's own warranty. He asked for a repair within 14 days. It was booked within a week.

Questions people ask

Should I complain by email or letter?

Email is fine. Use the formal complaints address if there is one.

How long should I give them to reply?

Fourteen days for most things. Regulated UK sectors get up to eight weeks before you can escalate.

Should I post on social media?

It can help, but send the formal complaint first so there's a written record.