Complaint about faulty goods

Published byDocMuse

When something you have bought breaks, or turns out not to be what was promised, the trader owes you a repair, a replacement or your money back — but by law the complaint has to be made in writing. This form does that: what you bought, when, what is wrong with it and what you are asking for. Keep a copy with a reference number, or proof of posting; without evidence that you made the complaint, time does not run in your favour.

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This document is produced for you. Your answers are typed into it and the finished PDF is yours to keep.

Common questions

Can I complain without a till receipt?

Yes. The purchase is proved by anything that establishes it — a bank statement, an email confirmation, a warranty card, even a witness. The absence of a till receipt makes it harder but does not remove the right.

Who chooses between repair, replacement and a refund?

For the first two attempts the choice leans towards repair or replacement; the right to rescind and get your money back arises where those are impossible or have not been done within a reasonable time. So the form records exactly what you are asking for and why.

The trader says I damaged the goods. What follows?

They have to prove it, not you the opposite. So describe the defect specifically and when it appeared, and keep a copy of the complaint with a reference number — in a dispute that is what shows what was claimed and when.

What do I do if they do not answer me?

Silence is not a refusal, but it is not a decision either. The next step is a complaint to the Consumer Protection Commission — but it will only examine the case if a complaint was made to the trader first, which is why this form is the first step and cannot be skipped.