How to complain to companies Writing effective letters

To make sure your letter gets read, and acted on, follow these steps.

Target the right person

Make sure that you have the correct company name and address – if you make a mistake, it could mean that any legal claim you make at a later stage is invalid.

By law, each business has to provide its address and phone number to customers. Limited companies should also give you their registered company number and sole traders should let you know the name of the proprietor. You can contact Companies House to check a limited company’s details.

It’s important that your letter goes to the correct person or department. Many companies, especially larger ones, have their own complaints procedure explaining how to make a complaint, and how it will be dealt with. Look for details of the complaints procedure on any paperwork you have from the company (a contract, for example), or on the company’s website.

Look serious

If you can, type your letter out, and make sure there are no obvious spelling errors. Avoid writing the letter by hand. If you have to write it, stick to black or blue ink.

Stick to the facts

Give the full history of your problem, but keep it to the point – don’t use offensive language or make personal remarks about members of staff.

However frustrated you are, you're more likely to achieve the outcome you want if you stick to the facts.

Quote the law

Where possible, include brief details of the piece of law that relates your case. For example, if you are complaining about faulty goods, mention the Sale of Goods Act 1979. Quoting your legal position will show that you mean business and know what you’re talking about.