Faulty goods complaint letter – template
Describe the item and the fault and choose what you want. The letter quotes your rights under the Consumer Rights Act 2015.
The data you enter stays in your browser. We do not store it or send it to a server.
What next?
Faulty goods complaint letter – what you need to know
When you buy goods from a business, the Consumer Rights Act 2015 says they must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to a remedy – and a clear written complaint is the best way to get it.
Your rights step by step
- Within 30 days of taking ownership you can reject faulty goods and get a full refund (the short-term right to reject).
- After 30 days the retailer gets one chance to repair or replace the goods.
- If the repair or replacement fails, you can ask for a refund or a price reduction (the final right to reject). A deduction for use may apply after six months, but not for cars bought in the first six months.
- Within six months of delivery, a fault is presumed to have existed at delivery unless the retailer proves otherwise; after that, you may need to show it.
Your contract is with the retailer
Your claim is against the shop that sold you the goods, not the manufacturer. A manufacturer’s guarantee is extra and does not replace your legal rights.
If the retailer will not help
Ask whether they belong to an alternative dispute resolution scheme. If you paid by credit card for goods over £100, you may also be able to claim from the card provider under section 75 of the Consumer Credit Act 1974. The small claims court is the last resort.
Frequently asked questions
Can a shop refuse a refund for faulty goods?
Not within the first 30 days if the goods are genuinely faulty. After that, the shop can offer a repair or replacement first.
Do I need the receipt?
You need proof of purchase, but it does not have to be the receipt – a bank or card statement also works.
How long do I have to complain?
You can claim for up to six years in England and Wales, but the longer you wait, the harder it is to show the fault was there from the start.
This template is for general information and is not legal advice. It reflects the law of England and Wales as at October 2026. Check that it fits your situation before signing and take legal advice in unusual cases.