How to Complain

Author: Chris Nickson

You may be good at complaining about items that aren't quite right. If not, then you almost certainly know someone who is. But in most cases, it's not persuasion that gets redress – it's having the law on your side.

Once you've established your legal position, putting your complaint in writing is essential, and you can quickly create a professional letter using our free Consumer Complaint Letter Builder.

How to Begin Your Complaint

If you have a problem, the place to begin is always where you purchased the item. It doesn't matter which retailer sold it to you, legally the goods they sell must fit the description they give you, be of acceptable quality, fit for the purpose for which they're intended, come with reasonable installation or assembly instructions, and they must match any samples you're shown beforehand. These are your rights as a shopper, and they're guaranteed by the Sale of Goods Act 1979. If what you've bought doesn't comply with the law, the retailer must do one of three things:

Replace the item
Repair it
Give you a refund

You can complain to the manufacturer if there's a problem with the item (and this is a good idea if there's a guarantee), but, really, it's the retailer's responsibility, even if you've been misled about an item by a manufacturer's ad.

However, that doesn't give you carte blanche to return things. If you're taking something back simply because you don't like it or it doesn't suit you, the retailer's under no obligation to do anything.

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Exclusion Notices

Some retailers post notices in their shops in an attempt to stop people returning merchandise – you'll almost certainly have seen signs like 'No responsibility will be accepted for goods once they have left the store'. These are called exclusion notices, and the intent is to make you believe the retailer has no liability for the merchandise.

But can they apply this under the law? With one exception, the answer is no. They only apply if the notice is part of the contract of sale. Once you sign a contract, then you're bound by it. Even then, if the retailer misrepresents the item, your rights apply.

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Further Action

In most cases, a complaint to the retailer, if they're in breach of the Act, will bring a quick resolution. But there will be instances when that doesn't happen. What can you do then? Many retailers belong to trade associations, and they might be able to help, or check industry codes of practice that might apply to the retailer.

Your local Trading Standards officer is another alternative. Trading Standards officers are there to help consumers, and they'll go after the retailers they believe to have persistently traded unfairly. You can also try the local authority; it has a number of powers, through Trading Standards and Environmental Health Officers, to crack down on bad traders.

If that doesn't work, try arbitration. Failing that, your last resort is to take the retailer to court. This would probably be small claims court, certainly if the value of the item is less than £5,000. However, first you should write a 'letter before action' to the retailer, setting out the settlement terms you'll accept. If that brings no response, then start your action.

For more information on your consumer rights, read our articles Shopping Online: Knowing Your Rights and Your Rights When Buying Goods Abroad.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Consumer Complaint Letter Builder lets you generate a professional complaint letter ready to send. Takes 2 minutes. Try it now →

Showing 20 of 156 questions

Ask Consumer Rights Expert a Question

Catalina 12/10/2021 at 2:08 pm

Hello! I bought a sofa bed 8 months ago, from the company Furnicoliving, 3 months ago it started to be noisy , I contacted the company and I sent the proof that something is wrong, after a few days it answers me "that they I'm sorry, but the sofa is no longer under warranty "because 6 months have passed. I have another 2 months warranty but they don't want to speak with my nobody anymore, I sent them a lot of emails asking me not to compensate somehow and to fix it myself. I ask you what can I do in this situation?Many Thanks!
Kind Regards Catalina Ticanet

Sue 13/09/2021 at 12:43 pm

My sofa arrived 11 days ago
My sofa arrived 11 days ago, I arm chair missing, no reason given and still no arrangements for it to be delivered. Contacted DFS several time via e-mail and telephone. Waiting time on the phone over 30 mins. Feel sorry for the staff having to deal with the phone calls as they don’t appear to have any answers, been waiting for a call from the complaints department for 5 days. Still no response and no further forward to find out where the chair is? I have paid in full for this suit and expected a better service. Will not be using DFS again.

Honey 23/07/2021 at 5:43 pm

We brought a Coffee table from DFS they Delivered it on the 9 July with Sofa the men’s says they do not take coffee table out of the box So when we took coffee table out of the box it was smashed with bits here and there I phone up dfs they said someone will call use 12 no one did so I phone them up again and said they were talking to the manufacturer and then I did get a email saying that they had ordered me a new table and waiting for the manufacture to say when it will arrive so I phone on the 22July and they couldn’t help yet again they said someone would call us on the 23 July so I sent them a email telling them to cancel the order so just waiting to hear if I don’t hear want can we do

Hotlatte 21/05/2020 at 2:04 pm

I bought a patio set via Ebay and although the description of 'made from polyratten' was incorrect (it was moulded 'plastic' made to look like polyratten) I decided to keep the items, 2 x chairs and 1 x low table. HOWEVER after constructing the self-assembly pieces it became clear that the finished items are of poor quality, overpriced and to be honest so wobbly that I would not ask adults to sit on the chairs. I tried to take the pieces apart to send back but they are 'snap-lock' and I cannot separate them without causing damage. I informed the retailer of this and they said I could only get a refund 'if the set is sent back in the same packaging'. I have the original packaging but I would probably damage the item if I try to take apart. They insist they will not refund me if I send the items back as assembled items. Where do I stand?

pups 04/03/2020 at 10:10 pm

hi bought a marble table from dfs about 3 months ago the laquer on the table is showing signs of a crack.they said it is too late to complain as we have had it for 3 months,but table is faulty what can we do we dont really want it repaired but the top replaced as we have 3 other matching items...

Veronika 27/12/2019 at 12:51 am

I purchased a Fitbit Versa from Argos in June 2018, it appeared faulty just after a month (July 2018), when i went back to the retailer and i received a replacement watch. All good until April 2019 when the Fitbit Versa stopped working due to battery fault. I was adviced by Argos that i had to contact the manufacturer myself as they could not do anything due to the watch was bought more than a month ago. I went home and contacted Fitbit and explained what was wrong with the watch. I then received a replacement watch, at the time it was my 3rd watch. However, December 2019 this particular model fitbit versa showed another problem, but this time was the screen, kept switching off and fading. Contacted Fitbit directly explaining what was wrong this time and wxpressong my frustration with their product. I asked if i could have a replacement with different model as this particular one appeared to be very faulty. I was given the option to choose between another replacement ot 50%off from a new one. As i was not prepared to invest more money i chose a replacement (which was my 4rd replacement). Unfortunately, i am currently experiencing problems again, as my watch does not sync with my phone at all and the does not show correct time, in other words there is no point to wear it. I am so frustrated and disappointed by the whole thing. I have paid a lot of money for this watch (£239) and was expecting to have it more than 6 months at a time.
I am desperate to have my money back, but I am not sure where i stand, as i have bought it a year and a half ago.
Could i please have your advice?

Martin 28/10/2019 at 11:55 am

Hi Purchased a leather suite just over a year ago. Notice some marks on one of head rests. Contacted the seller and the insurance company. The retailer says it is not a manufacturer issue so not interested. The insurance company say that as it is not accidental damage or spill etc. the policy we have does not cover the damage. Apparently it is caused by sweat. So no idea what to do next.

Glibly 28/09/2019 at 7:15 am

Had Recliner leather sofa’s for 4 months ( away from home one month). A working couple with no pets or children. Tear’s under cushions but Harvey’s have found us liable saying we sit on the edge of the chairs and the cushion had pressed down on the recliner mechanism causing the tear. We don’t sit on the edge we recline when we eventually relax at the end of the day !!

Nik 20/02/2019 at 8:15 pm

Purchased oak coloured laminated flooring from retailer who fitted it over a large area. 7 years on the ends of some planks have faded at an angle, almost to white in some cases. We have maintained the floor strictly in line with the 25 year manufacturing guarantee however despite this the retailer says the manufacturer is offering £400 which is a ridiculously low amount copmpared to the price of replacing it all. Retailer has verbally advised the manufacturer is aware it's a known fault. Where do we stand if the manufacturer insists on replacing the faulty planks only?

Kel 06/07/2018 at 10:22 am

I bought an engagement ring from hsamuels in February 2018 and my partner just noticed 1 stone missing a couple of weeks ago. We handed the ring back to the retailer to be repaired and they have taken it. After a week or so they rang saying that they can see damage marks therefore we have to pay £122 for it to be repaired. Now my partner is pregnant and works a desk job and doesn't do anything physically challenging for a stone to get damaged on the ring. Where Do we stand?

ConsumerRightsExpert Editor 21/03/2018 at 12:38 pm

Under consumer rights legislation the retailer is responsible for replacing the item or refunding you. If you want compensation for damage caused you may have to pursue this as a civil action via the courts. First of all, write to manufacturers to see if they are willing to pay for any damage.

Hopey 19/03/2018 at 6:52 pm

I bought a small oplya oven, sits on my work top, after 3 weeks it made a loud bang and sparks came out the bottom of it singing my worktop!! I returned it in its original packaging and received a replacement, but the seller is refusing to compensate me to fix this section of worktop that is damaged. How do I take this further, I’m disgusted with them :-(

ConsumerRightsExpert Editor 09/03/2018 at 12:30 pm

This is correct, a store is not obliged to accept returned items unless they are faulty. You can buy child locks for ovens, if you really think your toddler will be left unattended in the kitchen while the oven is on.

Issa 08/03/2018 at 1:57 pm

Bought new world cooker from Currys about week ago. Engineer installed it and everything seemed fine except one thing. My daughter (1 year old) easely can open oven. I called the store but they told that they do not accept cookers for return if they installed. What can I do in this situation?

hmsw 16/09/2017 at 10:52 pm

A shiny, white kitchen dining table purchased from Harvey's 15 months ago has started to show small bubbles on the surface which eventually split and leave a small chip in the surface. Only used with mats by 2 adults so it seems to be a problem with the actual coated surface. Concerned this will only get worse and leave table unusable in appearance. Letter of complaint sent to Harvey's and they have said they need an report about this problem before they will consider any action.
Is that my responsibility? I will have to pay a significant sum I guess for this which I feel is not fair and just trying to discourage a complaint.
Any advice appreciated. Kind regards

Lady M 14/07/2017 at 5:42 am

I purchased a leather la z boy suite from scs 2 years ago. I paid £349 for a 5 year warranty and 1 of the chairs has started sagging and the springs have dropped.
We had someone out from the insurance company but the say this part of the chair isn't covered
Is there anybody else to go to please?

alison 07/03/2017 at 8:30 pm

i brought a high end computer chair within 5 months a fault with arm rest has apeared the screws into the base of the chair do not sit true on one side the company advertise this as a high end product they have offered to send me another seat i am then expected to dismantle and reassemble the chair myself i am not happy with this am i entitled to a replacement chair

ABK 27/01/2017 at 9:16 am

Hi

I bought a new kitchen tap and had it installed by my own plumber. Within a few weeks it started leaking and my plumber advised that it was the inside of the tap that was faulty. The shop replaced the inside (but stated that they were only replacing it free as a gesture of good will as it must have been dirt that caused it to fail) and my plumber fitted it. Now several months later, but still under a year since I purchased the tap originally, it is leaking again. What comeback on the tap do I have. Can I expect the shop to replace the tap and can I expect them to fit it for me as my own plumber will charge me again. On reading the reviews of the particular tap there seems to be an issue with it leaking.
Any advice welcome.

Lauren 12/01/2017 at 2:39 pm

I bought a 2x2leather sofas from dfs in Aberdeen I received my sofas on 20 September. 2016and cost me 2075£i paid for it off my bank card in full now one of the sofas seems to be sagging the assistant manager came to see the sofa and took pics of sofa he is saying it's just the leather softening which none of the rest are doing it and every chair is sat on he got back to me today and manufacturer. Say the same if I take my throw off the sofa it is noticeable. I am not happy at all I told as manager I was going to citizen advice and all he said there was nothing they can do can I go further with this thank you

Doyley 11/01/2017 at 7:19 pm

Hi bought a hobb and oven work for a week both pack in they sent a man out he tried to say it was my wiring I paid to elections to look at the wireing at my cost they said it was OK the sent out a nother hobb and hives on Xmas eve the same ones cook Xmas dinner went for a mother week they went the same way I was so feed up I went out and bought a another hobb and oven this one working great can I ask for my money back as I paid 300 ponds for it and I had to pay another 370 ponds for the you one I am out of pocket

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