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30 documents match
- 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.
- Appeal against a refused school place (Wales)For a parent in Wales whose child has been refused a place at a school they applied for, at the usual starting age or during the school year. An appeal under section 94 of the School Standards and Framework Act 1998, the Welsh admission appeals regulations of 2005 and the Welsh Government's School Admission Appeals Code, to the clerk of the independent appeal panel: it identifies the decision, sets out your grounds, asks for the place and for the hearing papers in good time. Posted first class by the deadline in the decision letter.
- 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.
- Formal complaint to your council (Wales)For a resident unhappy with a council service or decision — bins, potholes, planning enforcement, noise, social care, a school place process or poor handling of an earlier request: a formal complaint under the council’s complaints 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. If you are still unhappy after its final reply, the Public Services Ombudsman for Wales looks at complaints free of charge. You may write to a Welsh council in Welsh and receive its answer in Welsh.
- 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.
- Raising a concern about NHS care (Wales)For a patient in Wales, or someone acting with their consent, who is unhappy with care from a health board, an NHS trust, a GP practice, a dentist or a pharmacy. A written concern under the NHS Wales regulations of 2011 and the Listening to people process, which replaced Putting Things Right for concerns raised from 1 April 2026: it says what happened, what you want done, asks whether redress may be due, and names the Public Services Ombudsman for Wales. Sent by email. Sold blank, to complete by hand, as it holds health data.
- 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.
- Complaint that a loan or credit card was unaffordable when you got it (UK)For a borrower who was given a loan, credit card, overdraft limit, car finance or catalogue credit they could not repay without hardship. FCA rules require a lender to check creditworthiness and affordability before lending or raising a limit (CONC 5). The letter complains that the checks were not proportionate, sets out your finances at the time, and asks for interest and charges to be refunded and your credit file corrected. The lender has eight weeks; then the Financial Ombudsman Service is free.
- Claim to an employer for a statutory redundancy payment (Great Britain)For an employee in England, Wales or Scotland made redundant after at least two years' continuous employment whose redundancy pay has not been paid: the written claim to the employer that section 164 of the Employment Rights Act 1996 asks for within six months, giving the dates, your figure if you have one, 14 days to pay and a request for the written calculation, then naming Acas early conciliation and the tribunal. GOV.UK's redundancy pay calculator is free. Sent first class and by email.
- Council tax appeal to the council about liability or the amount charged (England and Wales)For a person in England or Wales 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 16 of the Local Government Finance Act 1992 requires before any appeal to the Valuation Tribunal for England or for Wales. The council has two months to answer. Keep paying meanwhile. Sent first class.
- Letter of claim for disrepair under the Welsh pre-action protocol (Wales)For a contract-holder in Wales whose landlord has not carried out repairs after being told. It follows the Pre-Action Protocol for Housing Disrepair Cases (Wales): the defects and when they were reported, the effect on your health and belongings, the documents you ask the landlord to disclose and a proposal for a single joint expert. The landlord should reply within 20 working days of receiving it. If the repairs and compensation are not agreed, the next step is a claim in the County Court.
- Complaint to a motor insurer about a claim (UK)For a policyholder in the UK unhappy with how a car insurer has handled a claim: a delay, a low offer, a refusal or a write-off valuation. The letter sets out the complaint and what you want, and reminds the insurer that under the Financial Conduct Authority's rules it has eight weeks to send a final response. If you are still unhappy, or eight weeks pass, you can take the complaint free to the Financial Ombudsman Service within six months of the final response. Send it by email and keep a copy.
- Report disrepair or an unfit home to your landlord (Wales)For a contract-holder in Wales whose home needs repairs or is unfit to live in — damp and mould, no heating or hot water, leaks, unsafe electrics, missing smoke or carbon monoxide alarms. Under sections 91 and 92 of the Renting Homes (Wales) Act 2016 the landlord must keep the dwelling fit for human habitation and keep its structure, exterior and service installations in repair, within a reasonable time of becoming aware of the problem. The letter reports each problem with photos, offers access, asks for an inspection within 14 days and confirms you will keep paying the rent.
- Appeal to HMRC against a penalty or a tax decision (UK)For a taxpayer anywhere in the UK with a penalty or decision from HM Revenue and Customs on income tax, Capital Gains Tax or Corporation Tax that they think is wrong — a late filing or late payment penalty with a reasonable excuse, a Making Tax Digital penalty, another decision: a written appeal to HMRC within 30 days of the date of the notice, giving your grounds and asking for a review or the tribunal route. For Self Assessment penalties, HMRC's online service and form SA370 are free and do the same. For VAT, the decision letter gives a different route. Sent first class.
- Formal representations against a council penalty charge notice (England and Wales)For the keeper of a vehicle in England or Wales who has received a council's Notice to Owner, or a penalty charge notice (PCN) by post from a camera, and wants it cancelled. The letter makes formal representations on one of the grounds printed on the notice — the contravention did not occur, you were not the owner, procedural impropriety and the others — with the facts, the evidence and any compelling reasons. It must reach the council within 28 days of the notice being served; the council's free online form does the same.
- Appeal against a dismissal or a disciplinary decision (Great Britain)For an employee in England, Wales or Scotland who has been dismissed, warned or demoted after a disciplinary process: a letter appealing within your employer's time limit, setting out your grounds and what you ask for, and requesting an appeal hearing before a manager not involved in the decision, with a companion, as the Acas Code expects. If you have been dismissed, it asks for the reasons in writing. Hand it in and email it.
- Formal grievance letter to your employer (Great Britain)For a worker in England, Wales or Scotland with a problem at work that talking has not solved — treatment by a manager or colleague, workload, pay, bullying, a change imposed without agreement: a formal written grievance under the Acas Code of Practice, saying what happened and what you want, asking for a meeting without unreasonable delay and to bring a colleague or union representative. Acas's Code and guidance are free. Hand it in and email it.
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