Buying tickets: your rights Sample letters
Use these sample letters to make a complaint about tickets that you've ordered. You can adapt the text if you are making your complaint by email or through the company's website.
If you are returning tickets as part of your complaint, then send them by Royal Mail Special Delivery or another means that can be traced. Otherwise, if the tickets get lost in the post, you have no way of proving that you're not still in possession of them.
To complain about tickets that are not what you ordered:
Your address
Suppliers address
Dear Sir/ Madam
Ref: tickets for (event) on (date)
On (date) I purchased (xx) tickets from you for (event). At the time of purchase it was clearly stated that the seats were (add details that are wrong, for example, the location or date). However, upon receipt of the tickets I noticed that the seats were (explain why tickets are not what you ordered).
I only agreed to pay (£xx) for the tickets based on your description. And, under contract law, you must provide tickets that match the description given at the time of purchase. By not providing tickets as described at the time of purchase you are in breach of contract.
Following your failure to provide replacement tickets (my letter/ phonecall dated xxx) I am exercising my right to reject the above tickets and claim a refund.
I am returning the tickets (enclosed). Please send a full refund, within ten working days or I shall take the matter to STAR (if a member) or the small claims court without further reference to you.
I look forward to hearing from you.
Yours sincerely
To complain about tickets that didn't arrive on time:
Your address
Suppliers address
Dear Sir/ Madam
Ref: tickets for (event) on (date)
On (date) I purchased (xx) tickets from you for (event). On (date) I advised you by phone that the tickets had not arrived. Despite this, they failed to arrive before the date of the (event).
I was left with no option but to purchase replacement tickets from (xx) at a cost of (£xx). By failing to deliver tickets on time you are in breach of contract. I am therefore entitled to claim the cost of replacement tickets from yourself. I enclose a copy of the receipt. Please refund the full amount of (£xx) to me within 10 working days or I shall be forced to pursue the matter in small claims court without further reference to you.
I look forward to hearing from you.
Yours sincerely
