Consumer: templates and forms

For a consumer whose faulty goods were repaired or replaced once and are still faulty, or whom the trader did not repair or replace within a reasonable time. The letter uses the final right to reject for a refund, or keeps the goods and asks for a price reduction (section 24 of the Consumer Rights Act 2015), and is a letter before claim with 14 days to reply. Send it to the retailer by email and by first class post, with a copy of the earlier correspondence.

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.

For a consumer 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 14-day cancellation period of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, with no reason needed, and asks for a refund within 14 days. The model cancellation form the trader must give you, or its own online form, does the same job free. Send it by email and by first class post with a free certificate of posting, and keep a copy.