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A consumer in the United Kingdom can use this document to raise a detailed formal, legal complaint that goods purchased by them from a business do not meet the requirements of the Consumer Rights Act 2015 and to request a formal remedy under the Act. This means that the goods breach the statutory rights of the consumer. If the goods have not been delivered, then a different letter should be used.
If goods do not meet the requirements of the Consumer Rights Act, a consumer has statutory remedies available to them. The available remedies will depend upon how long the consumer has had the goods in their possession when they raise the matter with the business. In summary:
If the goods are still faulty following the repair or replacement, the consumer can ask for a further repair or replacement or:
This letter can be used to complain about most goods which do not meet the required standard under the Consumer Rights Act 2015. The consumer can request a statutory remedy in the letter. It is important for the consumer to check whether any specific exceptions* apply to their goods before using this letter.
The consumer should also check any contractual terms which may apply to their purchase. For example, sometimes a business will have an extended returns policy which may be used without it being necessary to exercise a statutory right.
How to use this document
The consumer should complete the document with all the relevant information about the goods including:
Questions will be asked about the remedy sought, which will be based on the period of time the consumer has had the goods for. Once the sender has completed the information, they should send the letter to the business. The letter may be sent by post or by email (or both). If the business fails to respond or does not provide a satisfactory response the sender may wish to escalate matters by:
The main legal provision which governs consumer rights is the Consumer Rights Act 2015.
Help from a lawyer
You can choose to consult a lawyer if you need help.
The lawyer can answer your questions or help you through the process. You will be offered this option when you complete the document.
How to modify the template
You fill out a form. The document is created before your eyes as you respond to the questions.
At the end, you receive it in Word and PDF formats. You can modify it and reuse it.