Advice to consumers - Writing letters
Information on writing letters.
Advice
Advice and support for consumers in Solihull is provided by Citizens Advice. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. Citizens Advice works in partnership with Local Authority Trading Standards Advice Services offering first level advice and information on a wide range of consumer issues. More complex problems, or complaints requiring further investigation or assistance are referred to Trading Standards or other advice services.
To speak to Citizens Advice, please call 08454 04 05 06. Opening hours are 9.00am to 5.00pm Monday - Friday (Textphone users should dial 18001 followed by Citizens Advice consumer helpline number 08454 04 05 06)
A wide range of consumer information and advice is also available online from the Citizens Advice website at http://www.adviceguide.org.uk/
If you have a complaint about goods or services, it is often a good idea to put the details of your complaint in writing. It might be that you have spoken to a trader on the phone about your complaint and are confirming details in writing or that you have not had a satisfactory response from a local branch and want to write to the head office.
When writing a letter of complaint, it is worth bearing in mind the following points:
- Check that you are writing to the correct company address;
- Quote any account/customer/invoice number;
- Describe the goods/service, where and when you bought them and how much they cost; include copies of receipts or invoices as supporting evidence of this.
- Explain the problem, any action you have taken so far, who you dealt with and what happened.
- State clearly what you want, for example, a refund or repair.
- Set a deadline by which time you want the matter to be sorted out and stick to this deadline.
- Keep copies of anything you send. Don't send original documents such as receipts or guarantees, send copies. Send your letters by recorded delivery.
- If you purchased the goods/service with a credit card, you may have an equal claim against the credit grantor. See our Buying on Credit Factsheet for details. If this is the case send a copy of your letter to the credit company.
- Act quickly; delaying may affect your rights.
- To assist consumers, we have put together some sample letters of complaint attached to this page, which you can read on-line and print off if required.
- Rejecting defective goods bought from a shop
- Asking a builder to rectify his defective workmanship
- Poor service etc. bought on credit
- Faulty goods bought on Hire Purchase
- Faulty goods bought on credit
- Reminder - Final Letter before court
Contact Details
Consumer Advice and Information in Solihull, is now provided by our partners at Citizens Advice. The Citizens Advice consumer service provides free, confidential and impartial advice on consumer issues. If you do need support or assistance from Trading Standards, you will of course be referred to them by Citizens Advice.