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Consumer RightsUnited Kingdom
Free Consumer Rights Complaint Template
A consumer rights complaint letter formally notifies a trader that goods or services did not meet legal standards. Use our free UK template to assert your rights under the Consumer Rights Act 2015 and request a remedy.
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Sarah Elizabeth Thompson
8 River Lane, Bristol BS1 4TR
07700 900318
sarah.thompson@email.co.uk
9 March 2026
TechStore Ltd
Customer Services, 200 Retail Park, Bristol BS2 0QT
Attn: Head of Customer Experience
Attn: Head of Customer Experience
RE: SAMSUNG 65-INCH QLED TV, MODEL QN65Q80C, SERIAL 20260120-8823
Purchased: 20 January 2026
Dear Sir or Madam,
I write to make a formal complaint under the Consumer Rights Act 2015 in respect of goods supplied by you. Please treat this letter as a formal notice of my claim under the Act and, where applicable, as a formal complaint for the purposes of your internal complaints procedure and of any relevant Alternative Dispute Resolution (ADR) scheme to which you are subscribed.
I write to make a formal complaint under the Consumer Rights Act 2015 in respect of goods supplied by you. Please treat this letter as a formal notice of my claim under the Act and, where applicable, as a formal complaint for the purposes of your internal complaints procedure and of any relevant Alternative Dispute Resolution (ADR) scheme to which you are subscribed.
1.
PRODUCT / SERVICE DETAILS
Description: Samsung 65-inch QLED TV, Model QN65Q80C, Serial 20260120-8823
Purchase / order date: 20 January 2026
Delivery / performance date: 22 January 2026
Order / invoice reference: ORD-20260120-8823
Amount paid: £799.00
Contract channel: in store
Purchase / order date: 20 January 2026
Delivery / performance date: 22 January 2026
Order / invoice reference: ORD-20260120-8823
Amount paid: £799.00
Contract channel: in store
2.
NATURE OF THE COMPLAINT
The goods supplied is not of satisfactory quality, fit for purpose and as described (sections 9, 10 and 11 of the Consumer Rights Act 2015). Specifically:
The television developed a large black vertical line across the screen after approximately six weeks of normal domestic use. The fault is a panel defect, not user damage. It is a clear departure from the representations made at the point of sale and a breach of the requirement that goods be of satisfactory quality under section 9 of the Consumer Rights Act 2015.
The television developed a large black vertical line across the screen after approximately six weeks of normal domestic use. The fault is a panel defect, not user damage. It is a clear departure from the representations made at the point of sale and a breach of the requirement that goods be of satisfactory quality under section 9 of the Consumer Rights Act 2015.
3.
LEGAL BASIS — CRA 2015 CHAPTER 2 (GOODS)
The fault appeared within six months of delivery / transfer of ownership. Pursuant to section 19(14) of the Consumer Rights Act 2015 there is a legal presumption that the fault existed at the time of supply; the burden is on you to prove otherwise.
4.
PREVIOUS ATTEMPTS TO RESOLVE
I telephoned your customer services on 15 February 2026 (ref CS-4412) and was told to bring the item in store. I delivered the TV to your Bristol branch on 20 February 2026. The store manager declined to offer any remedy without head-office authorisation, which has not been forthcoming.
5.
REMEDY REQUIRED
I exercise the short-term right to reject under section 20 of the Consumer Rights Act 2015 and require a full refund of £799.00. The goods are available for collection at a time mutually convenient; no deduction may be made for use in accordance with s.24(8) as this is exercised within the 30-day window.
6.
DEADLINE FOR RESPONSE
Please respond in writing and confirm that the remedy requested will be provided, in any event no later than 14 calendar days from the date of this letter. Failure to do so may result in escalation to an approved Alternative Dispute Resolution (ADR) scheme or to the issue of proceedings in the County Court under CPR Part 7 (small claims track for claims up to £10,000) without further notice.
7.
ESCALATION AND RESERVATION OF RIGHTS
If this matter is not resolved to my satisfaction, I reserve my rights to:
— report the matter to Trading Standards and/or the Competition and Markets Authority, particularly where there is evidence of a misleading or aggressive commercial practice under the Consumer Protection from Unfair Trading Regulations 2008;
— refer the dispute to an approved ADR scheme under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, or to the online dispute resolution (ODR) platform;
— issue proceedings in the County Court and seek recovery of the sum due, together with statutory interest under section 69 of the County Courts Act 1984 and costs; and
— claim damages in respect of any consequential loss properly flowing from your breach.
All correspondence should be directed to Sarah Elizabeth Thompson at the details set out above.
— report the matter to Trading Standards and/or the Competition and Markets Authority, particularly where there is evidence of a misleading or aggressive commercial practice under the Consumer Protection from Unfair Trading Regulations 2008;
— refer the dispute to an approved ADR scheme under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, or to the online dispute resolution (ODR) platform;
— issue proceedings in the County Court and seek recovery of the sum due, together with statutory interest under section 69 of the County Courts Act 1984 and costs; and
— claim damages in respect of any consequential loss properly flowing from your breach.
All correspondence should be directed to Sarah Elizabeth Thompson at the details set out above.
YOURS FAITHFULLY,
Sarah Elizabeth Thompson
Consumer — 9 March 2026
Date: ____________________
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What Is a Consumer Rights Complaint?
A consumer rights complaint is a formal written communication to a trader setting out that goods sold, services provided or digital content supplied did not meet the standards required by the Consumer Rights Act 2015. It requests a specific remedy such as a repair, replacement, price reduction or refund.
The Consumer Rights Act 2015 consolidated and updated UK consumer protection law. It requires that goods must be of satisfactory quality, fit for purpose and as described. Services must be performed with reasonable care and skill. Digital content must meet similar quality standards under British law.
Putting your complaint in writing creates a clear record of your claim under English law and the date it was made. This is important because certain remedies under the UK Act are time-limited. For example, the short-term right to reject faulty goods must be exercised within 30 days of delivery in the United Kingdom.
What's Covered in This Template
Our consumer rights complaint template helps you make a clear, legally grounded claim.
Your Details
Full name, address and contact details to identify you as the consumer making the complaint.
Trader Details
Name and address of the business you are complaining to.
Purchase Details
Date of purchase, product or service description, price paid and proof of purchase reference.
Description of the Problem
Clear account of what is wrong with the goods, service or digital content.
Legal Basis
Reference to the specific provisions of the Consumer Rights Act 2015 that have been breached.
Remedy Requested
The specific remedy you are seeking: repair, replacement, price reduction or full refund.
Timeline for Response
A reasonable deadline for the trader to respond, typically 14 days.
Supporting Evidence
List of enclosed documents such as receipts, photographs, reports and previous correspondence.
Previous Attempts to Resolve
Record of any earlier complaints made and the trader’s response.
Escalation Warning
Notice that you will consider further action if the matter is not resolved, including ADR or court proceedings.
How to Create a Consumer Rights Complaint
Follow these steps to make an effective complaint under the Consumer Rights Act 2015.
- 1
Identify the Problem
Determine whether the goods are faulty, not as described or unfit for purpose, or whether the service was not performed with reasonable care and skill.
- 2
Know Your Rights
Check which remedies are available. Within 30 days you can reject faulty goods for a full refund. After 30 days you must allow one repair or replacement before requesting a refund.
- 3
Gather Evidence
Collect your receipt, photographs of the fault, any expert reports and copies of previous communications with the trader.
- 4
Write the Complaint
Use the template to set out the facts clearly, reference the relevant law and state the remedy you are seeking with a deadline for response.
- 5
Send and Follow Up
Send the letter by recorded delivery or email with read receipt. If the trader does not respond satisfactorily, consider alternative dispute resolution or the small claims court.
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Legal Considerations
The Consumer Rights Act 2015 provides a clear framework of rights and remedies for consumers.
This template is for informational purposes only and does not constitute legal advice. Consult a qualified solicitor for advice specific to your situation.
Reviewed for England & Wales law
Quality Standards for Goods
Sections 9 to 11 of the UK Consumer Rights Act 2015 require that goods are of satisfactory quality, fit for a particular purpose and as described. Satisfactory quality under British law takes into account the price, description and all other relevant circumstances including durability.
Short-Term Right to Reject
Section 22 gives UK consumers the right to reject faulty goods within 30 days of delivery for a full refund. After 30 days, the consumer must give the trader one opportunity to repair or replace before the right to a price reduction or refund arises under Sections 23 and 24 of the British Act.
Services Standards
Section 49 of the UK Consumer Rights Act requires that services are performed with reasonable care and skill. Section 50 provides that anything said or written by the trader which the British consumer relies on is binding as a term of the contract. If the service does not meet these standards under English law, the consumer is entitled to repeat performance or a price reduction.
Time Limits
The UK Limitation Act 1980 provides a six-year period for bringing a claim for breach of contract in England and Wales. However, for practical purposes, complaints should be made as soon as possible. The burden of proof shifts from the trader to the consumer after six months from delivery.
Frequently Asked Questions
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