Letter to complain about a delay to a service by Citizens Advice
Updated 3 November 2025
The Citizens Advice template letter to complain about a delayed service helps consumers request that a trader complete agreed work within a specified timeframe under the Consumer Rights Act 2015. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain about a delay to a service
[sender name]
[sender address line 1]
[sender address line 2]
[sender email]
[sender phone]
[recipient name]
[recipient address line 1]
[recipient address line 2]
[letter date]
To whom it may concern
Consumer Rights Act 2015
On [agreement date], you agreed to do the following work: [describe agreed work]
We agreed this work would be started by [agreed start date].
We agreed this work would be completed by [agreed completion date].
However, I have had the following problems:
You only came on one day to look at the garden and said you'd brought the wrong tools. You haven't been back since.
According to the law named above, I am entitled to have this work done by the date we agreed.
I would like you to [desired remedy/action], as agreed.
I would like you to start this work in the next [number of days] days.
If you fail to start the work in this time, I will have no option but to consider taking the matter further.
Yours faithfully,
[sender name]
About this template
What is this template?
Letter to complain about a delay to a service by Citizens Advice is a free, ready-to-use Consumer law template you can open, customize, and download on GitLaw. It gives you a professionally structured starting point, so you never have to draft from a blank page. The wording is plain and modern, organized into clear sections that are easy to read, edit, and adapt to your own situation before you share or sign it.
When should you use it?
Reach for this Consumer law template whenever you need a reliable agreement quickly and want to be sure the essentials are covered. It suits individuals, freelancers, startups, and established businesses alike. Instead of paying for a document drafted from scratch, you can start here, tailor the details to your arrangement, and have a polished draft ready in minutes. This version is drafted with England & Wales in mind, though you should always review the final wording against the laws that apply to you.
What's typically included?
A well-drafted Consumer law usually sets out the parties involved, the scope of the agreement, and each side's rights and responsibilities. Expect sections covering key terms and definitions, how long the agreement lasts, how it can be ended, and what happens if something goes wrong. This template brings those building blocks together in a sensible order, so you can focus on the specifics rather than worrying about what to include. Open it to read the full document, then sign up to edit, negotiate, and e-sign it directly in GitLaw.