Faulty Goods Letter Templates UK — What to Send and When

Subject: Faulty Goods — Formal Complaint Under the Consumer Rights Act 2015

Dear [Retailer Name] Customer Services,

I am writing to formally notify you that goods I purchased from you on [DATE] do not conform to contract under the Consumer Rights Act 2015.

Product: [PRODUCT NAME AND MODEL]
Purchase price: £[AMOUNT]
Order/receipt reference: [REFERENCE]

The fault: [DESCRIBE THE FAULT CLEARLY — what it does or fails to do]
Date fault first appeared: [DATE]

Under CRA 2015 Section 19, goods must be of satisfactory quality, fit for purpose, and as described. The fault described above means this product fails to meet the satisfactory quality standard.

Under CRA 2015 Section 20 (short-term right to reject), I am exercising my right to a full refund of £[AMOUNT]. I require confirmation of this refund within 14 days of this letter.

If I do not receive a satisfactory response within 14 days, I will escalate this matter to [my card provider via chargeback / your ADR scheme / the county court].

Yours sincerely,
[YOUR FULL NAME]
[YOUR ADDRESS]
[YOUR EMAIL]
[DATE]

Subject: Faulty Goods — Failed Repair — Final Right to Reject Under CRA 2015

Dear [Retailer Name] Customer Services,

I am writing further to my original complaint dated [DATE OF FIRST LETTER].

You arranged a repair of [PRODUCT NAME AND MODEL] on [DATE SENT FOR REPAIR]. The product was returned on [DATE RETURNED]. The fault [has recurred / was not resolved / a new fault has appeared — delete as appropriate].

Under CRA 2015 Section 23(3), where a repair fails to conform the goods to the contract, or the repair causes significant inconvenience, the consumer is entitled to require a replacement or exercise the final right to reject.

I am exercising my final right to reject under CRA 2015 Section 24 and require a full refund of £[AMOUNT].

I require confirmation of this refund within 14 days. If I do not receive a satisfactory response, I will escalate this matter to [my card provider / your ADR scheme / the county court].

Yours sincerely,
[YOUR FULL NAME]
[DATE]

Subject: CRA 2015 Claim — Your Obligation as the Contracting Party

Dear [Retailer Name] Customer Services,

Thank you for your response dated [DATE]. I note that you have directed me to the manufacturer's warranty. I am writing to clarify my legal position.

Under the Consumer Rights Act 2015, my statutory rights are against you as the retailer — the party I entered into a contract with when I purchased [PRODUCT NAME] on [DATE] for £[AMOUNT]. The manufacturer is not party to that contract and my CRA rights do not transfer to them.

I am not pursuing a warranty claim. I am pursuing my statutory right to [a refund / replacement — choose one] under CRA 2015 Section [20/23/24 — choose the applicable section] directed specifically at you.

Please confirm within 14 days that you will honour this claim. If I do not receive confirmation, I will escalate to [chargeback / your ADR scheme / the county court].

Yours sincerely,
[YOUR FULL NAME]
[DATE]

Subject: Letter Before Action — Faulty Goods — Consumer Rights Act 2015

Dear [Retailer Name] Customer Services,

This is a formal Letter Before Action.

I have previously written to you on [DATE(S)] regarding [PRODUCT NAME AND MODEL], purchased on [DATE] for £[AMOUNT]. You have not provided a satisfactory response / you have refused my claim [delete as appropriate].

Under the Consumer Rights Act 2015, I am entitled to a [full refund of £AMOUNT / replacement — choose one]. I have been patient and have given you reasonable opportunity to resolve this matter.

Unless I receive [confirmation of a full refund / a replacement — choose one] within 14 days of this letter, I intend to pursue this claim without further notice through:

[ ] My card provider under [chargeback / Section 75 of the Consumer Credit Act 1974]
[ ] Your ADR scheme ([scheme name if known])
[ ] The county court via the Online Money Claims service

I also reserve the right to claim court fees, interest, and any consequential losses as part of that claim.

Yours sincerely,
[YOUR FULL NAME]
[YOUR ADDRESS]
[DATE]