Letter to complain about non-delivery of goods by Citizens Advice
The Citizens Advice template letter to complain about non-delivery of goods helps consumers request delivery or a refund when items paid for have not arrived within a reasonable time. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain about non-delivery of goods
[sender name]
[sender street address]
[sender city and postal code]
[sender email]
[sender phone]
[recipient name]
[recipient street address]
[recipient city and postal code]
[letter date]
To whom it may concern,
On [order date] I ordered the following from you:
[goods description]
I paid the full amount of [purchase amount] by credit card.
The reference number for my order was [order reference].
I was expecting to take delivery of the item on [expected delivery date], but at present I have still not received the goods. Failure to deliver within a reasonable time and after the agreed deadline is a breach of the Consumer Rights Act 2015.
Time is now essential. Please deliver the item as soon as possible. If you do not, I will expect a full refund.
Yours faithfully,
[sender name]
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About this template
What is this template?
This is a formal notice of breach of contract specifically for consumer transactions involving physical goods. It includes placeholders for the order reference, the original purchase amount, and the specific date the delivery was expected. It is not a court claim form or a letter of claim for a debt.
When should you use it?
Use this letter when a retailer fails to deliver an item by the agreed date and you want to set a final deadline before demanding a refund. Use a 'Letter to complain about faulty goods' instead if the item has arrived but is damaged or not as described.
Who it's for
- a consumer in the United Kingdom seeking a refund for goods not delivered by an agreed deadline
- an individual who paid for an item by credit card and has an order reference number
How long it runs and how it's signed
Law it's drafted under
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.
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