Faulty goods, refunds, cancellations and complaints in Ireland

For a member in Ireland who wants to end a gym membership, a club or a paid subscription. The notice ends the contract on the basis you choose — its own notice terms, the end of the minimum term, or the 14-day right to cancel a contract made online, by phone or away from the trader's premises — and asks the provider to take no payment after the last one due. Cancelling the direct debit alone does not end the contract. Send it the way the contract names, or by registered post (An Post) or email, and keep proof of sending.

For a traveller whose package holiday — transport and accommodation, or other travel services, sold together — was not as booked. The letter tells the organiser that it is responsible for every service in the package under the European Union (Package Travel and Linked Travel Arrangements) Regulations 2019 (S.I. No. 80 of 2019, as amended), and claims a price reduction and compensation, with a total and 14 days to reply. The Competition and Consumer Protection Commission (CCPC) explains package holiday rights free of charge. Send it by registered post (An Post) or, where accepted, by email, and keep proof of sending.

For a consumer in Ireland whose goods from a shop or online trader turn out faulty, not as described or not fit for their purpose. Under the Consumer Rights Act 2022 you can end the contract for a full refund within 30 days of delivery, or ask for a repair or replacement; if that fails, a refund or a price reduction follows. The letter states the fault and your choice, and gives the trader 14 days to reply before the Small Claims procedure (claims up to €2,000). The CCPC explains these rights free. Send it to the seller, not the manufacturer, by registered post (An Post) or email.

For a consumer in Ireland whose order from an online or high-street trader has not arrived. Under the Consumer Rights Act 2022 the trader must deliver as agreed or, if no time was agreed, within 30 days, and the goods stay at its risk until you have them, so a parcel lost on the way is its problem. The letter gives a final 14 days to deliver, after which you treat the contract as ended and a full refund is due, then the Small Claims procedure (up to €2,000). Send it by email and by registered post (An Post).

For a passenger whose flight arrived three hours or more late, was cancelled with less than 14 days' notice, or who was denied boarding, on a flight covered by Regulation (EC) No 261/2004: every flight from an EU airport, and flights into the EU on an EU airline. The letter claims the fixed compensation — €250, €400 or €600 per passenger, by distance — from the airline that operated the flight. The airline's own claim form and the EU complaint form are free and do the same job. Send it by registered post (An Post) or, where accepted, by email, and keep proof of sending.

For a consumer in Ireland whose complaint to a shop, trader or service provider has got nowhere — a refund refused, a deposit kept, money owed for faulty goods or poor work. The letter sets out what happened and the amount, lists your documents, gives the business 14 days to pay or reply, asks for its legal name and registered address, and says that otherwise you will apply to the Small Claims procedure of the District Court, which deals with consumer claims of up to €2,000. Send it by registered post (An Post) or by email, and keep proof.

For a consumer in Ireland whose builder, plumber, electrician, garage or other trader did the work badly or not as agreed. Under Part 4 of the Consumer Rights Act 2022 a service must be supplied with reasonable care and skill; the letter asks for the work to be put right at the trader's cost or, where that is impossible or not done, for a price reduction or to end the contract (section 86). It gives 14 days to reply before the Small Claims procedure (up to €2,000). Send it by registered post (An Post) with photos.

For a customer in Ireland with a problem with a mobile, landline or broadband provider: a slow or broken service, wrong bills, charges you did not agree to, or trouble moving or switching. The letter is the formal complaint ComReg asks you to make first, and asks for a complaint reference number. If the provider does not resolve it within 10 working days, or you are not satisfied with its response, ComReg's Consumer Care team can take it up free. Send it by email or through the provider's complaints channel.

For a household customer in Ireland with a problem with an electricity or gas supplier: a high or estimated bill, a wrong meter reading, a payment taken twice, trouble switching, or arrears you dispute. The letter is the formal complaint under the supplier's own complaints code. If its final response does not settle it, the Commission for Regulation of Utilities (CRU) Customer Care Team takes the complaint free. Send it by email or registered post (An Post), with a meter reading.

For someone in Ireland who paid by debit or credit card and did not get what they paid for — goods never delivered, faulty or not as described, a refund never paid, a payment taken twice — and could not settle it with the trader. The letter asks the card provider to raise a chargeback under the card scheme's rules and to answer in writing. Many providers have a free online dispute form that does the same job; ask the trader first.

For a consumer in Ireland who bought goods or a service online, by phone or away from the trader's premises and has changed their mind. The notice cancels the contract within the cancellation period under sections 112 and 113 of the Consumer Rights Act 2022 — 14 days, or 30 days for a purchase made during an unsolicited visit to your home or on an excursion the trader organised — with no reason needed, and asks for a refund within 14 days. The model form the trader must give you, or the trader's own online form, does the same job free. Send it by registered post (An Post) or, where accepted, by email, and keep proof of sending.