Letters for responding to consumer complaints about faulty, damaged or misdescribed goods under the Consumer Rights Act 2015 – refund in the first 30 days, repair or replacement, final right to reject with a deduction for use, partial refund, requests for evidence, and rejecting a claim fairly.
Retail & e-commerce
Faulty Goods and Consumer Complaint Response Letters
About this document
Getting consumer rights wrong can turn a small complaint into a chargeback, a bad review or a small claims case. These letters reflect the remedies in the Consumer Rights Act 2015 in plain English, so staff can respond quickly, consistently and fairly.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
Included in the pack
Retail & e-commerce
for every document in this category
Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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