Letter to complain about non-delivery of goods by Citizens Advice
Updated 17 October 2025
This document is a template for a letter of complaint concerning the non-delivery of goods. It allows a consumer to detail their order, payment, and expected delivery date, asserting a breach of the Consumer Rights Act 2015. The letter demands prompt delivery or a full refund for the unreceived items.
Letter to complain about non-delivery of goods
Sam Hoolin
8 Park Avenue
Arlton AL1 4CA
01632 960001
Giltham Traders
24 Station Road
Giltham GT16 3LP
12 September 2025
To whom it may concern,
On 14 January 2022 I ordered the following from you:
A pair of Swift trainers.
I paid the full amount of £20 by credit card.
The reference number for my order was 13243546.
I was expecting to take delivery of the item on 19 January 2022, 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,
Sam Hoolin
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.