What this tool does

It helps you put together a clear, firm complaint letter to send to a shop, retailer, service provider or trader when something has gone wrong and you want it put right.

The letter it produces sets out what you bought, what the problem is, and what you want the company to do about it, with a reference to the relevant part of the Consumer Rights Act 2015 where it fits your situation.

When to use it

Use it when you have already tried to sort things out informally and got nowhere, or when you want to start with a proper written record from the outset. Common situations include faulty goods, a service that was not carried out with reasonable care and skill, a holiday or delivery that went wrong, a refund that has been refused, or a contract the trader is not honouring.

It is aimed at people in England, Scotland, Wales and Northern Ireland dealing with UK based traders as a private consumer. It is not designed for business to business disputes, employment issues, or complaints about public bodies like councils or the NHS, where different rules apply.

How it works

You answer a short set of questions about what you bought, when, what went wrong, what contact you have already had with the company, and what outcome you are asking for. The tool then drafts a plain English letter you can copy, edit and send by email or post. Nothing you enter is saved to your account or shared with the trader, and you can tweak the wording before sending so it sounds like you. If the first reply you get is a fob off, keep a copy of the letter, as it will be useful evidence if you later need to escalate to an ombudsman, trading standards or the small claims court.