Complaint letter to a company — get a refund or a fix
Faulty product or poor service, written firmly and politely.
Template: fill in the [brackets] with your own details.
Why it works this way
- Bill or order number first, so support finds your record at once.
- One problem and one ask — refund OR replacement — so the reply is clear.
- A 15-day deadline plus enclosed proof shows you are serious and organised.
Common mistakes
- Writing in anger or making threats — they delay a solution, not speed it up.
- No bill number or date, so support cannot trace the purchase.
- Asking for three things at once — refund, replacement and compensation — so nothing gets approved.
What if the company does not reply? Send one reminder after your deadline, quoting the date of the first letter, and keep copies of both. Then escalate to the company's grievance or nodal officer, whose details are usually on its website.
If the first letter fails
Most complaints settle at the reminder stage, because the company now sees a written record with dates. If it still does not, escalate in this order: the company's grievance officer, then its nodal officer. Keep every bill, photograph, chat screenshot and copy of your letters together in one folder — a complaint with proof is answered, a complaint without it is debated.
Consumer commissions exist for larger disputes, but they are the last step, not the first. A firm, polite, well-documented letter solves most cases long before that stage.
What to keep as proof
A complaint is only as strong as its proof. Keep the original bill or invoice, and send copies, not originals, with your letter. Photograph the defect with the date visible, and keep the warranty card if the product has one. Save every chat and email with support as screenshots showing dates — "I called and they said no" is weak, but a dated screenshot is strong.
If you return the product, keep the courier receipt. After the case is settled, check the outcome at once: test a replacement properly, and for a refund, check your bank statement within the promised days. If the refund has not arrived, write again quoting the settlement reference — a reference number turns a fresh complaint into a follow-up.
Sending it right
Send the complaint by a channel that leaves proof: registered or speed post with a receipt, or email if the company publishes a grievance email. Keep the postal receipt or the sent-email copy with your file — it proves the date the company received it, which is what your 15-day deadline runs from.