Letter to complain to a trader about poor quality work by Citizens Advice
Updated 3 November 2025
The Citizens Advice template letter to complain to a trader about poor quality work cites the Consumer Rights Act 2015, requests a remedy and goodwill discount, and sets a response deadline. It is part of Citizens Advice’s widely trusted library of open, lawyer-vetted letter templates.
Letter to complain to a trader about poor quality work
[sender name]
[sender street address]
[sender city and postal code]
[sender email]
[sender phone]
[trader name]
[trader street address]
[trader city and postal code]
[letter date]
Reference number: [reference number]
To whom it may concern,
I have discovered the following problem with the work:
The brick paving on the driveway has been installed badly. The cement between slabs has not set or is missing and it is dangerous to drive on.
The Consumer Rights Act 2015 says that reasonable care and skill must be used while working. In my opinion, you did not use reasonable care and skill when you carried out this work and you have broken your contract with me.
I ask that you:
Reset the paving. As a good will gesture I also request a [desired discount]% discount on the price of the job for the inconvenience your poor quality of work has caused me as I haven’t been able to use my drive for a long time.
Please contact me as soon as possible, and no later than [[number of days]] days from the date on this letter, to agree a date by which this work will be put right.
If I do not hear back from you in the time suggested above, I will consider taking further action and seeking legal advice.
I look forward to hearing from you.
Yours faithfully,
[sender name]
About this template
What is this template?
Letter to complain to a trader about poor quality work 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.