Faulty Product Complaint Letter
Assert your rights under the Consumer Rights Act 2015 — demand repair, replacement, or a full refund for defective goods.
Write My Letter Now →Under the Consumer Rights Act 2015, goods sold in the UK must be of satisfactory quality, fit for purpose, and as described. If a product you purchased is faulty, breaks down prematurely, or fails to meet these standards, you have a clear legal right to demand a remedy, whether that is a repair, a like-for-like replacement, or a full refund.
Many retailers attempt to deflect faulty product complaints by blaming the manufacturer, citing their own returns policy, or simply ignoring correspondence. A formal written complaint letter that references the correct legislation changes the dynamic entirely. It signals that you understand your rights and are prepared to escalate.
PostRight generates a professionally worded faulty product complaint letter tailored to your situation, citing the Consumer Rights Act 2015 and the specific remedy you are seeking. Your letter is printed on quality paper and posted via Royal Mail First Class, arriving as a formal document that demands to be taken seriously. Within the first 30 days of purchase you are entitled to a full refund. Between 30 days and 6 months the retailer must repair or replace. A posted letter citing the correct law makes clear you know exactly where you stand.
Your Rights When a Product Is Faulty
The Consumer Rights Act 2015 gives you clear protections when a product you bought is faulty, not as described, or unfit for purpose. Within 30 days of purchase you have the short-term right to reject and get a full refund. Between 30 days and six months, the retailer must repair or replace, and if that fails, refund you. Beyond six months, you still have rights but you must prove the fault was present at the time of sale.
Why a Written Complaint Works Better Than a Phone Call
Retailers take written complaints seriously because they create a record. A phone call can be denied or "lost". A posted letter on the company's file makes it harder for them to fob you off, and it gives you a paper trail if you need to escalate to a Letter Before Action, the ombudsman, or small claims court.
What to Include in Your Faulty Product Letter
A strong faulty product complaint letter should include your full name, address, and order or account number; the exact product details including model number, description, and purchase date; a clear description of the fault and when it appeared; the remedy you want (refund, replacement, or repair); a reference to the Consumer Rights Act 2015; a deadline for response (14 days is standard); and a statement of your intention to escalate if the matter is not resolved.
What Happens After You Send
Most retailers respond within the deadline once they receive a formal letter, especially one with legal citations. If they refuse or ignore you, your options are to escalate to the relevant ombudsman if the retailer is signed up to one, contact your credit card provider under Section 75 if you paid by credit card, or send a Letter Before Action ahead of small claims court.
What's included in your letter
- ✓Clear statement of the defect and when it was discovered
- ✓Reference to your rights under the Consumer Rights Act 2015
- ✓Specific remedy demanded — repair, replacement, or refund
- ✓Deadline for the retailer to respond (typically 14 days)
- ✓Notice that you may escalate to Trading Standards or small claims court
Legal basis: Consumer Rights Act 2015
Frequently Asked Questions
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