Letter of Complaint to a Supplier

A firm, professional business letter complaining to a supplier when goods or services have not been provided as agreed. It records the facts, explains which terms have been broken, says exactly what you want and by when, and what will happen next. A good complaint letter is also valuable evidence if you later reject goods, withhold payment, end the contract or make a claim. An escalation letter and evidence checklist are included.

• Goods arrive late, damaged, defective or not as ordered
• Services are poor, incomplete, late or not carried out with reasonable care and skill
• An informal complaint by phone or email has not worked

• Gather your evidence first using the checklist at the end
• Choose the Option paragraphs that fit your situation (late delivery, defective goods or poor services) and the remedy you want
• Set a realistic but firm deadline – usually 7 to 14 days
• Address the letter to the right person – your account manager or, if the contract says so, the address for notices
• Send it by email and by post (or recorded delivery) and keep copies