Complaint letter templates
You can use the templates on this page to help you to write a letter of complaint. You can download the templates as MS Word files, and fill them in. Or you can use the text as a guide.
Goods not delivered
For info on your consumer rights when things go wrong with deliveries, read our page on problems with goods.
To download and fill in this template, click on the MS Word file: 2025.10.10 Non-delivery of goods template – uploaded version
Dear ______
I ordered [item/items] on [date].
It should have been delivered [select one of the following]
- by [date], as agreed
OR
- within 30 days of my order, according to the Consumer Rights Act 2022.
It has not yet been delivered.
[Select one of the following options]
• It was obvious when I placed the order that delivery was essential by [insert date]. The order did not arrive by that date, so I am exercising my right to terminate the contract due to non-delivery. Under consumer law I am entitled to a full refund, which you must send within 14 days.
OR
• I informed you when I placed the order that delivery was essential by . The order did not arrive by that date, so I am exercising my right to terminate the contract due to non-delivery. Under consumer law I am entitled to a full refund, which you must send within 14 days.
OR
• Please deliver my order by [new date]. If you cannot or will not deliver by this date, I may exercise my right to terminate the sales contract and request a full refund of [insert value].
You can contact me at [phone number / email address / home address]. I would appreciate a prompt response.
You can find further information on consumer law in relation to goods on the website of the Competition and Consumer Protection Commission (ccpc.ie).
I look forward to hearing from you.
Yours sincerely,
[name]
[account number/complaint reference if relevant]
If you send your complaint by post, be sure to date your letter and include a copy of the receipt for the item, not the original.
Service not supplied
You should read information about what your rights are when something goes wrong with a service.
To download and fill in this template, click on the MS Word file: 2025.10.13 Non-delivery of services template – currently uploaded version
Dear ______
On [date] I [ordered/arranged for] [details of service].
It should have been [provided/carried out]
[select one of the following]
- by [date/dates/during the period of _______], as agreed
OR
- within a reasonable time, under the Consumer Rights Act 2022.
It has not yet been provided.
[Select one of the following options]
Please arrange for this service to be supplied by [new date], which I feel is an appropriate additional period in my circumstances. If you cannot or will not deliver by this date, I may choose to terminate my service contract.
OR
When I requested the service, I informed you that supply of the service was essential by [insert date]. As the service was not supplied by [date/dates/during the period I agreed with you], I am terminating the service contract due to non-delivery. Under consumer law, I am entitled to a refund within 14 days.
You can contact me at [phone number / email address / home address]. I would appreciate a prompt response.
You can find further information on consumer law in relation to services on the website of the Competition and Consumer Protection Commission (ccpc.ie).
I look forward to hearing from you.
Yours sincerely,
[name]
[account number/complaint reference if relevant]
If you send your complaint by post, be sure to date your letter and include a copy of the receipt or other proof of payment, not the original.
Faulty goods
You can read information about your rights if you buy faulty goods.
To download and fill in this template, click on the MS Word file: 2025.10.15 Problem with goods template – currently uploaded version
Dear _____
I bought [product name] from [name of business] [location/web address] on [date].
The product is faulty. [describe the problem and when it started]
According to the Consumer Rights Act 2022, a product should be fit for the purpose it is normally used for and should work for a reasonable time with normal use.
This fault is not due to normal wear or tear or accidental damage or misuse.
In line with consumer legislation, I’m writing to request that you, the seller, address this problem.
[Select one of the following options]
I would like a [replacement/repair/partial refund]
OR
- As it is less than 30 days since the item was [delivered/purchased], I am exercising my short-term right to terminate the contract for a refund. I will return the item without delay. Please send me a refund and cover any return costs within 14 days.
OR
- I believe this fault is serious enough to justify terminating my sales contract, so I would like to exercise my right to terminate the contract. I will return the item without delay. Please send me a refund, including the return costs, within 14 days.
You can contact me at [phone number] / [email address] / [home address]. I would appreciate a prompt response.
You can find further information on consumer law when there is a problem with goods on the website of the Competition and Consumer Protection (ccpc.ie).
I look forward to hearing from you.
Yours sincerely,
[name]
[a complaint reference if you were previously given one]
If you’re emailing the business, attach your receipt or other proof of purchase and as any photos or videos showing the fault with the product, if possible.
If you send a complaint by post, be sure to date your letter. Send a copy of your receipt, not the original, and include any photos of the fault with the product, if possible.
Problem with a service
You can read about your rights when something goes wrong with a service.
To download and fill in this template, click on the MS Word file: 2025.10.15 Problem with services template – Currently uploaded version
Dear ______
I [signed up/paid/arranged] for [type of service] from [name of business] [location/web address] on [date].
There is a problem with the service. [give details – when the problem first appeared, whether it is constant or occasional, how it is different from any marketing materials or other information you were given by the service provider]
Under the Consumer Rights Act 2022, a business must resolve issues where the service is not provided as agreed.
[Select one of the following options.]
I would like you to fix the problem with the service as soon as possible. Under consumer legislation, this must be done at no cost to me, within a reasonable time and without significant inconvenience to me. If you cannot do this, I may choose to exercise my right to terminate the contract for a full refund.
OR
I have been unable to use the service in full, so I would like a proportionate reduction in price (partial refund) that takes account of the reduced value of the service.
OR
I believe this fault to be serious enough to justify terminating my contract, so I would like to exercise my right to cancel for a refund. Please send this refund within 14 days.
You can contact me at [phone number / email address / home address]. I would appreciate a prompt response.
You can find further information on consumer law in relation to services on the website of the Competition and Consumer Protection Commission (ccpc.ie).
I look forward to hearing from you.
Yours sincerely,
[name]
[account number or complaint reference if relevant]
If you’re complaining by email: Attach your receipt or other proof of purchase, as well as any photos or videos that show the problem with the service, if possible.
If you send your complaint by post: Be sure to date your letter and include a copy of the receipt, not the original, and any photos that show the problem with the service, if possible.
Recurring problem with goods
You can read about your rights when things keep going wrong with an item.
To download and fill in this template, click on the MS Word file: 2025.10.17 Recurring issue with goods template – currently uploaded version
“Dear _____
I bought [product name] from [name of business] [location/web address] on [date].
I contacted you about a problem with the item on [date]. [outline problem again, provide details of any steps the business took to fix the problem]
[Select one of the following options]
There is still a problem with the item. [details of the problem]
OR
A new problem has arisen with the item. [details of the problem]
[Select one of the following options]
- I would like you to attempt to repair the item again.
OR
- I am not confident in your ability to repair the item based on the unsuccessful attempt(s) so far. However, the fault does not prevent me from using the item, so I would like a proportionate reduction in price (a partial refund) that takes account of the item’s reduced value because of the fault.
OR
The problem is a serious issue and a repair is not suitable, so I would like to exercise my right to terminate the sales contract for a full refund. I will return the item without delay.
Please send the refund and cover any return costs within 14 days.
You can contact me at [phone number / email address / home address]. I would appreciate a prompt response.
You can find further information on consumer law in relation to goods on the website of the Competition and Consumer Protection Commission (ccpc.ie).
I look forward to hearing from you.
Yours sincerely,
[name]
[a complaint reference if you were previously given one]
If you’re emailing the business, attach your receipt or other proof of purchase and any photos or videos showing the fault with the product, if possible.
If you send your complaint by post, be sure to add the date to your letter. Send a copy of the receipt, not the original, and any photos of the fault with the product, if possible.
Recurring problem with a service
You can read about your rights when something goes wrong with a service.
To download and fill in this template, click on the MS Word file:2025.10.17 Recurring issue with services template – currently uploaded version
Dear _______
I [signed up/paid/arranged] for [service name] from [name of business] [location/web address] on [date].
I contacted you about a problem with the service on [date]. [details of the problem and any steps the business took to fix it.]
Unfortunately, the service is still not working. [details of the problem]
[Select one of the following options]
- I would like you to fix this issue again. Under the Consumer Rights Act 2022, this must be done at no cost to me, within a reasonable time and without significant inconvenience to me.
OR
- The issue is an inconvenience and affects my ability to use the full service as originally agreed. I would like a proportionate reduction in price (a partial refund) that takes account of the service’s reduced value because of the issue.
OR
The problem is a serious issue and has not been resolved so far, so I would like to exercise my right to terminate the service contract for a full refund. Please send this refund within 14 days.
You can contact me at [phone number / email address / home address]. I would appreciate a prompt response.
You can find further information on consumer law in relation to services on the website of the Competition and Consumer Protection Commission (ccpc.ie).
I look forward to hearing from you.
Yours sincerely,
[name]
[account number if relevant]
[Complaint reference number if you were previously given one]
If you’re emailing the business, re-attach your receipt or other proof of purchase and any photos or videos showing the ongoing issue, if possible.
If you send your complaint by post, be sure to date your letter. Re-send a copy of the receipt, not the original, and include any photos of the ongoing issue with the service, if possible.
