Dispute with a business

Write a complaint letter to the trader

Before you make a formal complaint with Consumer Affairs, you should talk directly to the trader. 

Explain the problem and offer solutions that will satisfy you.

If you are still not successful, write a letter addressed to the manager and ask for a written response within a reasonable time limit. Keep a copy of all correspondence. 

What to put in your letter

You should include all of the following:

  • your name and contact details, including your phone number
  • the date and place where the problem happened
  • the main points of what happened without going into unnecessary minor details
  • what action you have already taken to resolve the problem
  • your proposed solution
  • a closing remark such as ‘I look forward to your response within 10 working days'
  • your signature and the date
  • copies of any other letters you have written, as well as copies of other relevant documents.

It is important that you do not send original documents.

Sample letters

You can download sample letters to help you write a complaint letter.

Goods

sample letter requesting a remedy for faulty goods (63.8 kb)
sample letter requesting a remedy for faulty goods (26.0 kb)

Services

sample letter requesting a remedy for faulty service (66.8 kb)
sample letter requesting a remedy for faulty service (25.8 kb)

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Last updated: 27 June 2017