Formal complaint | ConsumerWise

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Use this when ordinary customer service has not fixed the problem.

A strong complaint is not the longest possible version of events. It tells the organisation what happened, what you say went wrong, what proves it, what effect it had and what would put it right. Numbering the issues gives you something concrete to compare against the eventual response.

Do not accuse staff of lying merely because two records conflict. Put the two positions side by side, identify the evidence and ask the organisation to reconcile them.

Use dates for the important events, not every contact you have ever had.
Give each main complaint issue its own number.
Refer to decisive evidence by name, date or attachment reference.
Ask for a practical outcome: correction, refund, action, explanation or appropriate redress.

Editable template

Version 1: first formal complaint

Use this when you are moving the matter into the organisation’s formal complaints process.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Formal complaint: [short description]: [account/order/reference]

Dear [organisation / complaints team],

Please treat this as a formal complaint about [short description of the problem].

My details
Name: [your name]
Account/order/reference: [reference]
Relevant service/product: [service or product]

1. What happened
[Date]: [important event]
[Date]: [important event]
[Date]: [important event]

2. What I say went wrong
Issue 1: [state the first problem in one or two sentences]
Evidence: [email / bill / screenshot / recording / letter / other record]
What I need you to answer: [specific question or point requiring a decision]

Issue 2: [state the second problem]
Evidence: [evidence]
What I need you to answer: [specific question or point]

[Add or remove numbered issues as needed.]

3. Impact
[Explain any financial loss, practical problem, lost time, distress or inconvenience that is relevant. Keep this factual.]

4. Resolution requested
I would like you to:
• [correct / refund / restore / provide / explain something];
• [take any other practical action]; and
• [consider appropriate redress, if you are asking for it, and briefly explain why].

Please respond to each numbered issue, explain the reasons for your conclusions and identify the evidence you have relied on where it is material to the outcome.

If your response is your final position, please also tell me the next internal or external escalation route and any applicable time limit.

Yours faithfully,
[Your name]

Editable template

Version 2: their complaint response has not answered the complaint

Use this after a response that is lengthy or reassuring but does not actually answer one or more of the issues you raised.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Formal complaint follow-up: unanswered issues: [reference]

Dear [organisation / complaints team],

Thank you for your response dated [date]. I have compared it with my complaint dated [date]. The following issues remain unanswered or only partly answered.

Issue [number]: [original issue/question]
Your response: [briefly summarise what they said]
What remains unanswered: [state the missing answer]
Evidence already provided: [document/date/reference]

Issue [number]: [original issue/question]
Your response: [brief summary]
What remains unanswered: [missing answer]
Evidence already provided: [evidence]

[Repeat only for issues that genuinely remain unresolved.]

Please provide a substantive response to each item above. If you reject my position, please explain why and address the evidence identified rather than simply restating the previous conclusion.

[If appropriate: Please treat this as a request for your final response once these outstanding issues have been determined.]

Yours faithfully,
[Your name]

Before sending

Make the complaint auditable.

Save the version you actually send, together with its attachments. If the response later skips Issue 2 or changes the organisation’s factual position, you can show that precisely rather than relying on memory.

Official & related guidance

Check the route that applies to your situation.

Check the linked guidance before sending. Rules, complaint stages and time limits can differ by sector.