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What information should I include in my complaint?

What information should I include in my complaint?

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Introduction to Complaints

When you're dissatisfied with a product or service, filing a complaint can be an effective way to resolve the issue. A well-structured complaint increases the likelihood of a successful outcome. In the UK, certain elements should be included to ensure clarity and effectiveness.

The key is to provide precise and relevant information. Doing so can help the company or organisation address your concerns more efficiently.

Contact Details

Start by including your full name and address. Providing your contact number and email can facilitate quicker communication from the company.

Make sure these details are accurate to avoid delays in receiving responses. Your preferred method of contact can also be mentioned to streamline the process.

Details of the Purchase or Service

Clearly describe the product or service in question. Include the date and location of the purchase or transaction.

Providing reference numbers like order numbers, invoice numbers, or customer IDs can help in identifying your complaint swiftly.

Description of the Problem

Outline the issue you're experiencing with as much detail as possible. Explain when and how the problem began.

Provide any evidence such as photos, receipts, or emails that support your claim. This will aid in substantiating the legitimacy of your complaint.

Attempts to Resolve the Issue

Detail any previous attempts to resolve the issue, including any correspondence with the company. Mention if any promises were made, such as refunds or replacements.

Including these attempts demonstrates that you've given the company an opportunity to address the problem prior to lodging a formal complaint.

Your Desired Outcome

Be clear about the resolution you are seeking, whether it's a refund, replacement, or another form of compensation. Specify any deadlines if a time-sensitive resolution is required.

Remember to be reasonable in your requests, as unrealistic demands may hinder the complaint process.

Closing and Next Steps

Close your complaint by thanking the recipient for their time. Indicate your willingness to provide more information if needed.

Outline any next steps you plan to take if the complaint is not addressed, such as escalating the issue to a regulatory body.

Frequently Asked Questions

What is the first step in writing a complaint?

The first step is to clearly identify the person or organization you are complaining to, and include your contact information.

Why is it important to include the date in my complaint?

Including the date helps establish a timeline and ensures that your complaint is recorded accurately.

Should I describe the issue in detail?

Yes, providing a detailed description of the issue helps the recipient understand the nature and seriousness of your complaint.

What kind of evidence should I attach to my complaint?

Attach any relevant documents, photos, emails, or receipts that can support your claims.

Is it necessary to mention previous attempts at resolution?

Yes, mentioning any previous attempts at resolving the issue can show your willingness to resolve the matter amicably.

How does including potential solutions benefit my complaint?

Suggesting potential solutions shows that you are looking for a constructive outcome and are open to discussions.

Should I describe how the issue affected me?

Yes, explaining how the issue affected you personally can help the recipient understand the impact and urgency of your complaint.

Is it important to remain polite in my complaint?

Staying polite and professional helps maintain respect and increases the chances of a positive response.

What contact information should I include in my complaint?

Include your full name, phone number, email address, and any other relevant contact details.

Why should I specify the outcome I am seeking?

Clearly stating the outcome you desire can guide the recipient on how best to address your complaint.

How specific should I be about dates and times related to the incident?

Be as specific as possible, including exact dates and times, to provide a clear context for your complaint.

What tone should my complaint have?

Maintain a calm and professional tone to ensure that the request is taken seriously.

Should I include a summary of my complaint?

Yes, a brief summary at the beginning helps the recipient quickly understand the main issue.

Is it important to follow a specific format when writing a complaint?

While there is no strict format, following a logical structure with an introduction, body, and conclusion can be effective.

Should I acknowledge any positive aspects related to the complaint?

If relevant, acknowledging positive aspects can show balance and fairness in your complaint.

Is it necessary to sign my complaint letter?

Yes, signing your complaint, especially if it is a letter, adds authenticity and verifies your identity.

What if I don't receive a response to my complaint?

If no response is received, consider a follow-up communication or escalate the issue to a higher authority.

Should I keep a copy of my complaint?

Always keep a copy of your complaint and any related correspondence for your records.

Can I submit my complaint via email?

Yes, many organizations accept email complaints, but it's best to confirm their preferred method of communication.

How long should my complaint be?

Keep your complaint concise yet comprehensive, ideally one to two pages, to ensure clarity and readability.

Useful Links

Useful Links : What information should I include in my complaint?
NHS - How to Complain

Information on how to complain about NHS services.
Mind - Making a complaint

Guide on making a complaint about healthcare from Mind.
Citizens Advice - NHS Complaints

Citizens Advice resource on how to complain about the NHS.
Patient Advice and Liaison Service (PALS)

Find your local PALS for support with NHS complaints.
NHS Complaints Advocacy

Free independent advocacy service to support NHS complaints.
Age UK - NHS and Social Care Complaints

Age UK advice on raising concerns about NHS and social care.
Healthwatch - How to Complain About NHS Services

Healthwatch guidance on making a complaint about the NHS.
Parkinson's UK - NHS complaints

Parkinson's UK guide to making a complaint about health and social care.
Important Information On Using This Service


This website offers general information and is not a substitute for professional advice. Always seek guidance from qualified professionals. If you have any medical concerns or need urgent help, contact a healthcare professional or emergency services immediately.

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