Letter to cancel a contract that's been breached by Citizens Advice
The Citizens Advice template letter to cancel a contract that's been breached helps consumers end an agreement when a trader fails to meet key terms. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to cancel a contract that's been breached
[customer name]
[[consumer street address]]
[consumer city and postal code]
[consumer email]
[consumer phone]
[service provider name]
[service provider street address]
[service provider city and postal code]
[letter date]
To whom it may concern,
I entered into an agreement with your company on [agreement date]. At the time of purchase I was advised by your representative that the contract included:
List the contract terms you were promised.
£5 cash back every month
An option to reduce the service with no penalty after 3 months
The above term(s) constitute an essential part of the contract and to date this has not been fulfilled. I am requesting your company to honour the contract within [number of days] days from the date of this letter. Otherwise I will have no option but to cancel the contract without incurring penalties.
Therefore I would request a refund of costs incurred arising from your breach:
List the payments you want refunded.
The setup fee of £15
The first two months' payments of £20 a month
I look forward to your response within the [number of days]-day deadline in order to resolve this matter amicably.
Yours faithfully,
[customer name]
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About this template
What is this template?
This is a formal notice of breach for consumer service agreements. It is not a court claim form or a generic termination notice, but a specific demand for performance and refund based on unfulfilled promises. It contains specific slots for identifying promised terms and itemizing incurred costs for refund.
When should you use it?
Use this letter when a service provider has failed to meet specific terms promised at the time of purchase and you want to offer a final chance to comply before cancelling. Use a 'Letter of Termination' instead if you are ending the contract based on a standard notice period rather than a breach.
What's inside
| Clause | Name | What it does |
|---|---|---|
| I entered into an agreement | Promise of Contract Terms | Lists the specific verbal or written promises made by the service provider representative that have not been fulfilled. |
| I am requesting your company | Deadline for Performance | Specifies a number of days for the company to honor the contract before the sender cancels without penalty. |
| Therefore I would request | Refund of Costs | Itemizes specific payments to be returned, such as a £15 setup fee or recurring monthly charges. |
Who it's for
- a consumer whose service provider failed to deliver promised features like monthly cash back or penalty-free reductions
- a customer seeking a refund of specific setup fees and monthly payments following a breach of contract
- an individual providing a final deadline for a company to rectify a service failure before terminating the agreement
How long it runs and how it's signed
England & Wales note
This version is drafted for England & Wales. Scotland and Northern Ireland differ on some points — for example notice periods and tribunal procedure. Tell GitLaw where you hire and it adjusts the draft.
Frequently asked questions
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