A Letter of Complaint of Poor Service is a formal document used when standard customer service channels have failed to resolve an issue satisfactorily. It is particularly relevant under English and Welsh law, where consumers have specific rights under the Consumer Rights Act 2015 and related legislation. The letter should detail the service received, how it fell short of reasonable expectations, any resulting losses or inconvenience, and the desired resolution. This document often serves as a crucial step before considering legal action or alternative dispute resolution, and may be required evidence if the matter proceeds to court or an ombudsman.
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1. Sender's Details: Full name, address, and contact information of the complainant
2. Recipient's Details: Company name, address, and relevant department/person
3. Service Details: Specific details about the service purchased/received, including dates and reference numbers
4. Complaint Description: Clear explanation of the poor service and how it failed to meet expectations
5. Previous Contact: Summary of any previous attempts to resolve the issue
6. Requested Resolution: Clear statement of what remedy is being sought
1. Deadline for Response: Include when wanting to set a specific timeframe for resolution - typically used when escalating after previous attempts to resolve
2. Legal Rights Reference: Reference to specific consumer rights or legislation - used when complaint is serious or legal action might be considered
3. Evidence Reference: List of enclosed supporting documents - used when including receipts, photos, or other evidence
1. Supporting Documents: Receipts, contracts, photographs, correspondence records
2. Timeline of Events: Detailed chronological record of relevant events and communications
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