Letter to complain about the poor standard of a service by Citizens Advice
The Citizens Advice template letter to complain about a poor standard of service helps consumers request a repair or refund when a trader fails to carry out work with reasonable care and skill. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain about the poor standard of a service
[complainant name]
[complainant address line 1]
[complainant address line 2]
[complainant email]
[complainant phone]
[recipient name]
[recipient address line 1]
[recipient address line 2]
[letter date]
To whom it may concern,
Consumer Rights Act 2015
On [service date], you agreed to the following work: [service description].
We agreed this work would be completed by [agreed completion date] at a cost of [agreed cost].
However, I have had the following problems:
List any faults or defects.
The sink you installed doesn't drain properly
The flush on the toilet doesn't work at all
According to the law named above, I am entitled to have this work done with reasonable care and skill.
I would like you to repair both of these faults within a week or I would like you to refund my money and I will ask someone to do the work who is able to.
Please respond to my complaint/complete the work in the next [number of days] days. If you fail to respond/remedy in this time, I will have no option but to consider taking the matter further.
Yours faithfully,
[complainant name]
5.0 out of 5 on Google
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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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