How to: write a complaint letter/e-mail

Britain is a nation of moaners, the urge to complain about things under our breath is just part of our DNA. However, if you do decide that you want to take action and fight for your rights for a £5 ‘sorry we messed up’ voucher then you may need to write an e-mail or letter to get your views across.


  • If you have an order number or reference number, include it in the subject so the company can easily track your purchase.
  • Try and find the name of the customer service manager and address your complaint to them personally. If you cannot find this information then start your letter or e-mail with Dear Sir/Madam.
  • Ensure that your complaint is direct and to the point. Include all of the important facts, including the date and location of your purchase/experience.
  • Be authoritative, state what remedial action would suffice and how long you are willing to wait.
  • If possible, include copies of any documents or receipts you may have that relates to the complaint.



  • If sending a letter, make sure you send it recorded delivery so the company can’t pretend that they never received your complaint.
  • If you don’t get a reply within your specified time, write again and include a copy of your original letter/e-mail.

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