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If you are writing a complaint letter, clearly describe the problem, include your receipt, and tell them what you would like done to resolve the problem. Set a deadline for them to get back to you.
Download our "Making a Complaint" Sample Letter |
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Complain by Letter
If you have already discussed your problem with the trader, either in person or over the phone and have not had a good result, you can write a complaint letter. Putting your complaint in writing is a good way to keep a papertrail of your issue. If you do not receive a positive response after writing a complaint letter, you can then complain to your Office of Fair Trading, or Office of Business and Consumer Affairs. Keeping a paper trail of your matter will make it easier for the consumer body to assist you.
When writing a letter of complaint, include the following points in your letter:
| Where and when you bought the item or service. |
| Describe the item or service. |
| How much it cost. |
| Explain what is wrong and any action you have already taken including to whom you spoke and what happened. |
| State what you want done to change the situation (Example: a refund or repair, or the job done again without charge) |
| Set a deadline date for when you want the matter resolved. |
| Consider using registered mail so you can be sure your letter was received. |
| Consider using registered mail so you can be sure your letter was received |
| Keep copies of any letters you send. |
| Send photocopies not original documents, such as receipts and guarantees. |
| Follow up with a reminder letter if you don't get a reply the first time. |
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