How to complain to a company if you didn't get what you paid for

1. Complain and get a refund

Under the Consumer Rights Act you have the right to reject goods that are unsatisfactory quality, unfit for purpose or not as described and get a full refund.

But this right is limited to 30 days from the date you purchased the product and doesn't apply to digital content.

Whether you bought the item online or in-store, contact the company explaining how the product you've received differs from what you expected. Be sure to include screenshots and photos of any product listings or descriptions that might support your complaint.

If the product you bought is fine but just isn't quite what you wanted, returning the item depends on the company's returns policy for items bought in-store.

For non-faulty items bought online, the Consumer Contracts Regulations give you a minimum of 14 calendar days from the day you receive your goods to cancel your order and get your money back.

Some items can't be returned though, such as CDs, DVDs and computer software where the seal has been broken, as well as made-to-order and personalised items.

Expert legal advice at a fair price

We'll guide you step by step to achieve the best outcome for you.

Get legal advice

£99/year or £9/month + £28 joining fee. Service provided by W? Ltd.

2. Ask for a replacement

If more than 30 days have passed since you bought the item that's faulty or not-as-described, you can ask for a repair or a replacement. 

Or if you don't want to reject the item within the first few weeks, you can also ask for it to be repaired or replaced. 

You can choose either of these, but the retailer will probably insist on providing whichever is the cheapest option for them. 

If the attempt at a repair or replacement fails, then you're entitled to a refund - no deductions can be made from a refund in the first six months after purchase. 

3. Write a complaint letter 

If the company ignores your refund request or refuses to help, you can email or write a letter of complaint, stating the problem and the solution you want.

If the letter is going to a particular branch of the company, make sure you also send a copy to head office.

You can use our free tool below to draft a letter to send to the retailer.

Alternatively, you can use our template letter asking for a faulty item to be repaired or replaced:

Sending a letter of complaint is particularly important if you want to reject the item and get a refund, as it shows you’ve exercised this right within a reasonable time.

Use our template letter if you want to reject your product and get a refund:

. 

4. Go to the ombudsman

An ombudsman is an independent service that can help you deal with unresolved complaints with companies.

There are a number of different ombudsman services you can use depending on your issue.

You can escalate your complaint to an ombudsman providing you have given the company a reasonable amount of time - usually up to eight weeks - to resolve your problem.

If the company is willing to work with the ombudsman to resolve your complaint, the aim is to reach a resolution within 10 working days.

If the company is unwilling to work with the ombudsman – or a resolution that both parties are satisfied with can't be reached – the ombudsman you've complained to will advise you on what to do next.

You can use our advice on taking your complaint to an ombudsman.