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32 documents match
- Formal complaint to your council (Scotland)For a resident in Scotland unhappy with a council service or decision — bins, potholes, planning enforcement, noise, social work, council housing or poor handling of an earlier request: a formal complaint under the council's complaints handling procedure, saying what happened, what you have done so far and what you want the council to do. Use the council's online form if it has one. An investigated complaint is normally answered within 20 working days; if you are still unhappy after the council's final reply, the Scottish Public Services Ombudsman looks at complaints free of charge.
- Request for a redetermination of a Social Security Scotland decision (Scotland)For someone in Scotland who disagrees with a Social Security Scotland decision on Adult Disability Payment, Child Disability Payment, Carer Support Payment or another Scottish benefit. A written request for a redetermination under section 41 of the Social Security (Scotland) Act 2018 — within 42 days for those three benefits, later only with a good reason: it names the determination, says why it is wrong and lists new evidence; a redetermination comes before any tribunal appeal. You can also ask free by phone or online. Posted by recorded delivery. Sold blank, as it may hold health data.
- Complaint to your property factor (Scotland)For a homeowner in Scotland whose property factor — the firm that manages the common parts of a tenement or development — charges unclear fees, neglects common repairs, mishandles the building insurance or does not answer. A formal complaint under the factor’s own complaints procedure: it sets out what went wrong, with dates, says why you think it breaks the factor’s duties or the Code of Conduct for Property Factors, and asks for the remedy you want. Notifying the factor in writing is required before a free application to the First-tier Tribunal for Scotland. Send it by recorded delivery or email, and keep a copy.
- Council tax appeal to the council about liability or the amount charged (Scotland)For a person in Scotland who disputes a council tax decision — that they are liable for a property, the amount charged, a refused discount or exemption, or that the property is chargeable at all: the written notice to the council that section 81(4) of the Local Government Finance Act 1992 requires before an appeal to the First-tier Tribunal for Scotland (Local Taxation Chamber). The council has two months to answer; the appeal must be made within four months of the first written notice you gave the council about the matter. Keep paying meanwhile. Sent first class.
- Complaint about NHS care (Scotland)For a patient in Scotland, or someone complaining with their consent, who is unhappy with care from a GP practice, a hospital, a dentist or another NHS Scotland service. A formal complaint under the NHS Scotland complaints handling procedure, to the practice or the health board's complaints team: it says what happened and what you want done, and that you may then go to the Scottish Public Services Ombudsman. The free Patient Advice and Support Service can help you write it. It is not a claim for compensation. Sent by email. Sold blank, to complete by hand, as it holds health data.
- Informal challenge to a council parking penalty charge notice (Scotland)For the driver or keeper of a vehicle given a council penalty charge notice (PCN) for parking in Scotland — on a street, in a council car park, or for pavement or double parking — who thinks it is wrong and has not yet received a Notice to Owner (for pavement or double parking, an enforcement notice). The letter gives the notice's details, the reasons it should be cancelled and the evidence. The council's free online challenge form does the same job; this letter suits post or email. A bus lane or Low Emission Zone penalty sent by post is answered with formal representations instead. Not for private car park charges.
- Claim to the council for pothole damage (Scotland)For a driver or rider in Scotland whose car, motorbike or bicycle was damaged by a pothole. The letter tells the roads authority — usually the council, or Transport Scotland for a trunk road — when and where it happened, the damage and the cost, holds it liable for failing to take reasonable care of the road it must maintain, and asks for its inspection and repair records. A letter before action: 14 days to reply, then simple procedure in the sheriff court for a claim of up to £5,000. Most councils also have a free online claim form.
- Ask your landlord to return your deposit (Scotland)For a tenant in Scotland who has moved out and is still waiting for the deposit. The letter asks the landlord or letting agent to agree within 14 days to its repayment through the approved scheme — SafeDeposits Scotland, Letting Protection Service Scotland or mydeposits Scotland — or to list any deduction with evidence, and says which deductions you dispute. If you cannot agree, either of you can ask the scheme to repay, and its dispute service is free. If the deposit was never lodged with a scheme, you can apply to the First-tier Tribunal for Scotland within three months of the tenancy ending, for up to three times the deposit.
- Claim to a dealer for a faulty used car (Scotland)For a consumer in Scotland who bought a used car from a dealer and found a fault. Under the Consumer Rights Act 2015 the car must be of satisfactory quality for its age, mileage and price, and as described. The letter describes the fault and asks for the remedy you choose: rejection and a full refund within 30 days of delivery, a repair or replacement, or, after a failed repair, a refund or a price reduction. It is a letter before action: 14 days to reply, then a claim in the sheriff court (simple procedure up to £5,000). On hire purchase, send it to the finance company. Not for a private sale.
- Requirement for review of a freedom of information answer (Scotland)For anyone whose request to a Scottish public authority under the Freedom of Information (Scotland) Act 2002 was refused in whole or part, answered incompletely or not answered within 20 working days: a requirement for review under section 20 of the Act, giving your reasons and asking for the outcome within 20 working days. It is the step before an application to the Scottish Information Commissioner. Send it by email to the authority's FOI address within 40 working days of its reply, or of the date its reply was due.
- Formal representations against a council penalty charge notice (Scotland)For the keeper of a vehicle in Scotland who has received a council's Notice to Owner for parking, an enforcement notice for pavement, dropped kerb or double parking, or a penalty charge notice sent by post for a bus lane or a Low Emission Zone, and wants it cancelled. The letter makes formal representations on a ground printed on the notice — the contravention did not occur, you were not the owner, the vehicle was taken without consent, the charge was too high, or another ground listed — with the facts, the evidence and any compelling reasons. It must reach the council within the time on the notice; the council's free online form does the same.
- Notify your landlord of repairs under the repairing standard (Scotland)For a private tenant in Scotland whose home needs repairs — damp and mould, a broken boiler, leaks, faulty electrics. The tribunal’s Housing and Property Chamber publishes a free sample notification letter; this letter does the same job in full. It notifies your landlord in writing of each problem, with dated photos, reminds them that the home must meet the repairing standard throughout the tenancy, asks to arrange an inspection within 14 days and confirms you will keep paying the rent. Notifying the landlord is the step required before a free application to the First-tier Tribunal for Scotland. Send it by recorded delivery and keep a copy.
- Appeal against a refused placing request for a school (Scotland)For a parent in Scotland whose placing request for a school — in P1, S1 or during the school year — has been refused, or not decided in time. A reference to the education appeal committee under section 28C of the Education (Scotland) Act 1980: it identifies the decision, sets out your grounds, asks the committee to overturn the refusal and asks for the hearing papers in good time. It must reach the council within 28 days of your receiving the refusal; many councils also have their own appeal form. Sent by recorded delivery, with the decision letter and your evidence.
- Request for an internal review of a freedom of information answer (UK)For anyone whose request under the Freedom of Information Act 2000 — to a public authority in England, Wales or Northern Ireland, or a UK-wide body — was refused in whole or part, answered incompletely or not answered within 20 working days: a request for an internal review, giving your reasons and asking for the outcome within 20 working days, the step before a complaint to the Information Commission (the ICO). Send it by email within 40 working days of the reply. A Scottish public authority’s answer is reviewed under the Freedom of Information (Scotland) Act 2002 instead: use the Scottish requirement for review.
- Chargeback request to your bank or card provider (UK)For a cardholder who paid by debit, credit or prepaid card and did not get what they paid for — goods never delivered, faulty or not as described, a trader gone bust, a promised refund not paid, or a wrong amount. The letter asks your card provider to raise a chargeback under the card scheme's rules. Chargeback is not a legal right and the scheme sets time limits, often 120 days, so send it quickly by email or secure message and by first class post.
- Request for a mandatory reconsideration of a DWP decision (Great Britain)For a claimant in England, Wales or Scotland who disagrees with a DWP decision on Universal Credit, Employment and Support Allowance, Jobseeker's Allowance, another DWP benefit or, in England and Wales, Personal Independence Payment. A written request to look again at the decision, within one month (or up to 13 months with reasons): it says why the decision is wrong, lists new evidence and asks for DWP's evidence and a mandatory reconsideration notice. The journal and DWP's own form are free. Posted first class. Not for Social Security Scotland's benefits, such as Adult Disability Payment: they have a redetermination. Sold blank, as it may hold health data.
- Claim compensation for a delayed or cancelled flight, or denied boarding (UK)For a passenger whose flight arrived three hours or more late, was cancelled at short notice, or who was denied boarding, on a flight covered by UK261 (Regulation (EC) No 261/2004 as it forms part of UK law): every flight from a UK airport, and flights to the UK on a UK airline or, from outside the EU, on an EU airline. The letter claims the fixed compensation in pounds — £220, £350 or £520 per passenger, by distance — from the airline that operated the flight, unless extraordinary circumstances caused the problem. Send it by email or the airline's claim form, and by first class post.
- Claim to your bank for a refund after a bank transfer scam (UK)For a personal customer tricked into sending money by bank transfer to a fraudster — a fake investment, a purchase that never existed, a caller pretending to be the bank or the police. Under the reimbursement rules for authorised push payment scams, your bank must normally refund payments made by Faster Payments or CHAPS since 7 October 2024, up to £85,000, if you claim within 13 months of the last payment. The letter makes the claim in writing and asks for a decision; if refused, the Financial Ombudsman Service is free.
- Complaint to your phone or broadband provider (UK)For a customer with a problem with a mobile, landline or broadband provider, or a TV service in the same package: slow or broken service, wrong bills, a price rise or contract change you were not told about, or trouble when moving home. The letter is the formal complaint the provider must deal with; if it is not resolved within six weeks, or you get a deadlock letter, you can take it free to the provider's ADR scheme, the Communications Ombudsman or CISAS. Send it by email or first class post.
- Section 75 claim to your credit card provider (UK)For a consumer who paid all or part of the price of goods or a service costing more than £100 and up to £30,000 with a credit card, and whose trader broke the contract or misdescribed what it sold — faulty goods, nothing delivered, a firm gone bust. Under section 75 of the Consumer Credit Act 1974 the card provider is equally liable with the trader. The letter makes the claim; if the provider rejects it or has not answered within eight weeks, you can take it free to the Financial Ombudsman Service.
- Complaint to your insurer about a claim or your policy (UK)For a policyholder whose insurer has refused, underpaid or delayed a claim, mis-sold a policy or added unfair charges — car, home, travel, pet or other insurance. The letter is the formal complaint the FCA's rules require the insurer to answer within eight weeks; after its final response, or once eight weeks have passed, you can take it free to the Financial Ombudsman Service within six months. Send it to the insurer's complaints team by email or first class post.
- Claim or complaint to your private medical insurer (UK)For a policyholder anywhere in the UK whose private medical insurance should pay for treatment. One letter for two moments: a claim for treatment you have had or need, or a challenge to the insurer's refusal or reduction of a claim. It sets out the treatment and the amount, your reasons, recalls the insurer's duty to pay within a reasonable time, and turns into a formal complaint with the eight-week limit and the free Financial Ombudsman Service. Sent by email. Sold blank, to complete by hand, as it holds health data.
- Complaint to your energy supplier about bills, back-billing or meters (Great Britain)For a household customer in England, Wales or Scotland with a problem with their gas or electricity supplier: a wrong or estimated bill, a catch-up bill for energy used more than 12 months ago, a meter fault or poor service. The letter is the formal complaint the supplier must deal with; if it is not resolved within eight weeks, or you get a deadlock letter, you can take it free to the Energy Ombudsman. Send it by email or first class post, and keep the date.
- Complaint to your bank or another financial firm (UK)For a customer with a complaint about a bank, building society, credit card company, lender, pension or investment firm — a charge, a refused or wrong payment, poor service, a mistake or a mis-sold product. The letter is the formal complaint the FCA's rules require the firm to answer: within 15 business days for most payment-services complaints, and within eight weeks otherwise. After its final response, or once the time has passed, you can take it free to the Financial Ombudsman Service within six months.
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