A Consumer Complaint letter about a faulty product is a formal written request to the retailer or manufacturer asking them to resolve an issue with a product that does not work as promised. This could involve requesting a repair, replacement, refund, or other form of redress under your consumer rights.

If you’ve purchased an item that turned out to be defective, poorly made, or not fit for purpose, writing a clear complaint letter ensures your issue is taken seriously and increases the chances of a swift resolution. It also serves as a formal record of your complaint, which can be helpful if further steps are required.

What is a Consumer Complaint letter?

A Consumer Complaint letter is a written communication sent by a customer to a business, outlining a problem with a purchased product. It typically includes the details of the purchase, a description of the issue, steps already taken to resolve it, and any supporting evidence.

Under the Consumer Rights Act 2015, customers in the UK are entitled to receive goods that are as described, of satisfactory quality, and fit for their intended purpose. If a product does not meet these criteria, you have the right to ask for a remedy—and a complaint letter is often the first step.

Why is it important to send a formal complaint?

Sending a written complaint ensures:

• The issue and your expectations are clearly communicated.
• You have a dated record of your concerns and actions taken.
• If the complaint escalates, your letter can support your position under consumer law.
• Businesses are more likely to respond seriously to a formal, well-structured complaint.

A complaint letter can help resolve the matter quickly and fairly—especially if it includes key facts and documents that support your case.

Create your Consumer Complaint letter easily with Bind

With Bind, you can generate a professional Consumer Complaint letter in minutes. Just answer a few simple questions about the product and Bind then creates a complete letter that you can edit as needed, sign digitally, and send to the retailer.

What should a Consumer Complaint letter include?

A proper complaint letter should contain the following:

1. The purchase details
2. A clear description of the issue, including when the fault appeared and how it affects the use of the product
3. A summary of all attempts made to resolve the issue
4. A list of enclosed evidence
5. A polite but firm request for resolution

All of these elements are included in the Bind template and can be easily tailored to your case.

What are the time limits for complaining about a faulty product?

Under the Consumer Rights Act 2015, your right to complain about a faulty product depends on when the fault is discovered. The law provides clear timeframes that determine the type of remedy you can expect:

• Within 30 days of purchase
  You have the right to reject the product and request a full refund if it is faulty, not as described, or not fit for purpose. This is known as the short-term right to reject, and it applies to most physical goods purchased in the UK.
• Between 30 days and six months
  If the fault appears after the first 30 days but within six months, you are not entitled to a refund automatically—but you do have the right to request a repair or replacement. If that is unsuccessful or unreasonable, you can then demand a refund. In this period, the burden of proof is on the seller to show that the product was not faulty at the time of purchase.
• After six months
  You may still be able to seek a repair or partial refund, but you must now prove that the product was faulty when you received it. This can involve providing evidence, expert reports, or relying on warranties and guarantees.

What happens if the company does not respond?

If the business ignores your complaint or refuses to resolve it properly, you may escalate your claim. This could involve contacting your local Trading Standards office, using an alternative dispute resolution (ADR) scheme, or in some cases, making a small claim in court. Having a well-documented complaint letter strengthens your position and shows you took reasonable steps to resolve the issue before escalating.

Consumer Complaint – free template

To: [Company Name]
[Address]

[Date]

Re: Complaint regarding faulty product – [name of product]

Dear Sir/Madam,

I am writing to formally raise a complaint regarding a faulty product I purchased from your store.

Purchase Details
On [date] I purchased [product description/name] from your store located at [Address], for a total of £[amount].

The Issue
[Specify the Issue and what you want to achieve with this letter]

Attempts to address issue
[Specify]

Evidence
I have enclosed the following documents to support my complaint:

• […] 
• […]

I appreciate your prompt attention to this complaint and look forward to your response.

Yours faithfully,
[Name]
[Address]
[Email]

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Bind is the easiest way to create a formal Consumer Complaint letter that protects your rights and helps get the issue resolved quickly. Start your letter now with Bind and take the first step toward a fair outcome.