Letter to complain about non-delivery of goods by Citizens Advice
Updated 3 November 2025
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]
About this template
What is this template?
Letter to complain about non-delivery of goods 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.