Complaints & disputes

This part of the site provides legal information about your consumer rights and documents to help you deal with complaints and disputes that crop up when something goes wrong, whether it be with a supplier, a neighbour, restaurant, utility, bank or even a solicitor.

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See below for our range of services or, for more help and information, click on the householdlaw guide topics in the left-hand menu.

Please note: You may have free or discounted access to some of these services if you are a DAS policyholder. Please check your insurance documentation for a registration code.

Products

Buying goods

Use this letter to seek a refund from your credit card company for goods costing between £100 and £30,000 that you purchased, or part purchased, that were not delivered or were faulty, not as described… Read more
Price: Free
You can use this letter to ask for a refund if you've been left with a faulty item after the seller has tried to repair or replace it. This letter is suitable for requests about goods bought within the… Read more
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You can use this letter when a seller doesn't accept responsibility for a faulty item and tries to instead blame a manufacturer or developer. If you bought the item after 1 October 2015, you're entitled… Read more
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Use this letter to ask for a refund from a seller where the seller has failed to deliver goods you purchased within the time expected. This could mean not delivering by a specific date as set in your… Read more
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You can use this letter to ask for a refund or replacement if you bought something that didn't live up to its description. The description might have come through labelling, packaging, brochures… Read more
Price: Free
You can use this letter to complain about the poor quality of something you've bought. If you bought the item after 1 October 2015, you can use this letter to demand a refund if you ask for it within 30… Read more
Price: Free
You can use this letter to ask for compensation from the seller when a faulty item causes damage to your possessions or property. You can ask for the cost of repairing the damage or, if that's impossible… Read more
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Neighbour disputes

Use this letter to complain to a neighbour about excessive noise. You should keep a copy of this letter when you send it along with any other correspondence between you and your neighbour. You should also… Read more
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Use this letter to accompany a surveyor's report confirming that damage has been caused to your property by the roots of a neighbour's tree. This should only be used if, having previously verbally… Read more
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If previous attempts to resolve a problem with a noisy neighbour have failed, use this document to send a letter to the local authority responsible for noise complaints. You should have already sent at… Read more
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Use this letter to request that a neighbour trim the branches of a tree or plant which overhangs your property. Before using this letter, you should check with your local authority to ensure that there is… Read more
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Use this document to send a letter of objection to a neighbour's proposed extension. The letter will allow you to object to the development on the ground(s) that you object to the purpose, the nature and… Read more
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Use this letter as an initial request to a neighbour to prune evergreen trees or plants that are more than 2 metres high under the Anti Social Behaviour Act, if it's obstructing light to your garden or… Read more
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Use this letter to demand that an individual stops trespassing on your property. Before using this letter, you must have already asked the individual to stop trespassing on your property and they must… Read more
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Holiday and travel

If you lost your luggage during a flight, you can use this letter to complain and seek compensation from either an airline or a tour operator. You must wait at least 21 days after completing a Property… Read more
Price: Free
If you've recently stayed in an unsatisfactory hotel room, you can use this letter to complain and seek compensation from the hotel. You can only use this letter if you've already made a complaint about… Read more
Price: Free
You can use this letter if you specifically requested certain facilities or amenities for your holiday, but they weren't available when you got there. This was despite the fact that the travel agent… Read more
Price: Free
If you recently bought a ticket for a train journey that was delayed by more than an hour or if the train was cancelled, you can use this letter to complain to the train operator and claim compensation… Read more
Price: Free

Motor vehicle complaints

This is a letter to a garage complaining about damage caused to your vehicle whilst it was in their possession for routine servicing or repair work. The letter suggests that the garage repairs the damage… Read more
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This is a letter from a customer to a garage regarding substandard vehicle servicing. Use this letter where the original faults reappear following completion of the work and you subsequently get another… Read more
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Use this document to demand a refund from a dealer for a vehicle that has developed a serious fault within 30 days of purchasing and taking delivery. You should include with the letter a report from an… Read more
Price: £4.99
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Use this letter to demand compensation from a careless driver to cover the cost of the excess of your insurance or for any uninsured losses. If this letter is unsuccessful, you should proceed in the small… Read more
Price: £2.99
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If a garage bills you for servicing or repairing a vehicle and that bill is much higher than the verbal estimate you were given and you did not agree to pay a specific amount or to a specific calculation… Read more
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Use this letter if you have been sold a faulty vehicle by a dealer. It sets out details of the faults and asks the dealer to repair the vehicle free of charge, referring to your rights under the Consumer… Read more
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Use this letter where you have been sold a faulty vehicle by a dealer and been told by them that you need to complain to the manufacturer. You will need an independent report from an examiner detailing… Read more
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Utilities

If you believe that your gas, electricity or water meter is registering inaccurately, you can use this document to send a complaint to your utility company. Before sending this letter, you must have… Read more
Price: Free
This letter can be used to reject a landline or mobile phone telephone bill that is incorrect or excessive. You can use this letter when you have been incorrectly charged for calls or texts you did not… Read more
Price: Free
Use this letter to seek compensation from an electricity distribution company (EDC) following an interruption to your supply. An EDC owns the electricity wires and cables that supply electricity to your… Read more
Price: £2.99
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If the gas supply to your premises has been interrupted, it must be restored within the period specified under the Guaranteed Standards set by Ofgem (Office of Gas and Electricity Markets). If they are… Read more
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This letter can be used to demand compensation if your water company has interrupted or stopped your water supply and failed to restore it within 48 hours where emergency works to the strategic main… Read more
Price: £2.99
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Use this document to request an official body to investigate a complaint you made to your water company in which you were unsatisfied with the response. To use this document, you should have already… Read more
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Accountants & surveyors

If you have employed an accountant to do some work for you, and they have not provided a satisfactory service, you can use this letter to make a complaint to them. An unsatisfactory service can relate to… Read more
Price: Free
If you have found defects in a property that you recently purchased and these defects were not mentioned in the survey that you paid to be carried out on your property, use this letter to complain to the… Read more
Price: Free
Use this letter if you have instructed an accountant to carry out some work for you, but they have not completed the work in a reasonable time. The document requests an explanation for the delay and… Read more
Price: Free
Use this document to send a letter of complaint to an accountant's governing body. To use this document you should have already sent an initial letter of complaint to your accountant and either received a… Read more
Price: Free
Use this document to request mediation, conciliation or arbitration concerning a dispute you have with your accountant, e.g. a dispute over a bill or a dispute over poor advice. It is not suitable if your… Read more
Price: £2.99
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Solicitors & barristers

If you want to make a complaint about a solicitor who has provided you with poor service, you can use this document to send a complaint letter. Poor service includes where the solicitor has not done what… Read more
Price: Free
If you want to make a complaint about a barrister, you can use this document to send a complaint letter about poor service, professional misconduct and/or negligence. It can be sent either to the… Read more
Price: £2.99
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If you want to make a complaint about a licensed conveyancer, you can use this document to send a complaint letter about poor service, professional misconduct and/or negligence. It can be sent either to… Read more
Price: £2.99
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Use this letter to forward the details of your complaint to the Legal Ombudsman about the poor service, negligence and/or misconduct of a legal service provider (a solicitor, barrister, licensed… Read more
Price: Free
If your solicitor charges you more than what you expected, you can use this letter to request that they provide an itemised account of each of their charges. By having your solicitor justify each item of… Read more
Price: £2.99
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Restaurants

If you recently went to a restaurant and received unsatisfactory service, you can use this letter to complain and seek compensation. The letter also includes an option to reclaim costs for ruined clothes… Read more
Price: £2.99
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If you have booked a table at a restaurant and they have failed to provide you with the table that you have booked, you can use this letter to send a complaint. To use this document, you must have either… Read more
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If you have had an unsatisfactory meal at a restaurant, you can use this letter to demand a full refund for the meal. You must have complained to a member of staff at the restaurant in order to use this… Read more
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Other complaints and requests

If you have employed a removal company who has damaged one or more items whilst moving, you can use this letter to demand compensation. The letter will allow you to seek a repair or replacement of the… Read more
Price: £2.99
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If you have taken an item to a dry-cleaner and they have caused damage to it, you are entitled to claim compensation under the Supply of Goods and Services Act (and similar provisions in Scotland). This… Read more
Price: £2.99
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Use this letter to demand that your landlord repay your deposit. The letter contains an option dealing with whether your deposit has been protected under a deposit protection scheme. If the landlord does… Read more
Price: £2.99
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This is a letter to your bank giving them permission to disclose information about your account to a third party. Read more
Price: £2.99
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As an individual or a business, use this letter to give notice of a change of address to a third party. The document is suitable for use whether or not you have a contractual duty to notify the other… Read more
Price: Free
If you wish to view or have copies of the medical records which are held at your doctor's surgery, you can use this letter to make a formal request. It is necessary to make this request in writing. You… Read more
Price: £2.99
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