Letter to complain about faulty goods bought from a company by Citizens Advice
Updated 3 November 2025
The Citizens Advice template letter to complain about faulty goods helps consumers request a full refund under the Consumer Rights Act 2015. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Complaint about faulty goods bought from a company
[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,
I bought a [product] from you on [purchase date]. I paid [purchase price].
I now find the goods have the following fault:
The machine stops working after half an hour and won't work again for at least an hour.
Under the Consumer Rights Act 2015, goods you supply must be fit for purpose. As there was a problem with the goods when I bought them, I request that you give me a full refund.
In support of my claim I have enclosed: The receipt for the [product].
Please respond within [number of days] days of receiving this letter.
Yours faithfully,
[sender name]
About this template
What is this template?
Letter to complain about faulty goods bought from a company 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.