Complaint & Appeal: templates and forms

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.

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.

For a tenant in Northern Ireland who has moved out and is still waiting for the deposit. A letter before claim to the landlord or letting agent: it gives the date the tenancy ended, the deposit and the scheme protecting it — TDS Northern Ireland or myDeposits Northern Ireland — and asks for the deposit back within 14 days, or a written list of any deduction with evidence, saying which deductions you dispute. Next comes the scheme’s free dispute service, then a small claim in the county court (up to £5,000). If the deposit was never protected, report it to the council.

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.

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.

For an employee in Northern Ireland 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 meeting before a manager not involved in the decision, with a companion. For a dismissal it is the appeal step of the statutory dismissal procedure Northern Ireland keeps, and asks for the reasons in writing. Hand it in and email it.

For a private tenant in Northern Ireland whose home needs repairs — damp and mould, a broken boiler, leaks, faulty electrics. The letter reports each problem in writing with dated photos, reminds the landlord of the repairing duties the Private Tenancies (Northern Ireland) Order 2006 sets where the tenancy agreement is silent and of the fitness standard, asks to arrange an inspection within 14 days, and confirms you will keep paying the rent. If nothing happens, the council’s environmental health team can inspect, free.

For a resident of Northern Ireland unhappy with a council service or decision — bins and recycling, street cleaning, environmental health, planning, building control, leisure centres, council car parks, 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 Northern Ireland Public Services Ombudsman looks at complaints free of charge.

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.

For a private tenant in Northern Ireland whose landlord has not dealt with serious problems — damp and mould, no heating, dangerous electrics, vermin. The letter asks the district council’s environmental health team to inspect the home against the fitness standard and take action against the landlord, such as a notice requiring repairs. Many councils take inspection requests online or by phone, free; this letter sets out the problems, the history of your reports and the photos in one place, by post or email.

For a private tenant in Northern Ireland whose landlord has broken a rule the district council enforces: a deposit not protected within 28 days, the deposit information not given within 35 days, a deposit of more than one month’s rent, no landlord registration, no tenancy information notice, or no receipt for rent paid in cash. The letter reports it to the council’s environmental health team, which can give the landlord a fixed penalty or prosecute. In Northern Ireland this replaces a court claim for a multiple of the deposit.

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.

For a tenant of the Northern Ireland Housing Executive or a housing association whose repairs have not been done, or not done properly — damp and mould, leaks, heating. The letter makes a formal complaint, or asks for the final stage of the landlord’s complaints procedure, setting out the problems, when you reported them, the effect on your household and what you want done. Both take complaints online or by phone too, free. After the final stage, the Northern Ireland Public Services Ombudsman can look at it, normally within six months.

For a worker in Northern Ireland 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 Labour Relations Agency's 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. The LRA's Code and helpline are free. Hand it in and email it.

For a driver, motorcyclist or cyclist in Northern Ireland whose vehicle was damaged by a pothole or other road defect. The letter tells DfI Roads, the Department for Infrastructure’s roads service, when and where it happened, the damage and the cost, holds the Department liable for the road’s condition and asks for its inspection and repair records. nidirect explains the free claim route; this letter goes with your evidence. If the claim is refused, the next step is the county court.

For the driver or keeper of a vehicle given a penalty charge notice (PCN) for parking in Northern Ireland — on the street by the Department for Infrastructure, or in a council car park — who thinks it is wrong and has not yet received a Notice to Owner. The letter gives the ticket’s details, the reasons it should be cancelled and the evidence, and asks for any reduced charge to be held open. The online challenge route printed on the ticket does the same job; this letter suits post or email. Not for private car park charges.

For an employee in Northern Ireland whose flexible working application has been turned down: a written, dated notice of appeal setting out your grounds — a reason outside the business grounds the law allows, wrong facts, no real discussion — and any alternative you would accept. The appeal goes in within 14 days of the decision; the employer must then hold an appeal meeting within 14 days and decide within 14 days after it. Hand it in and email it.

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.

For a worker in Northern Ireland whose employer, or former employer, has not paid wages, final pay, overtime or holiday pay that is due: a letter setting out what is owed and how it is worked out, the total, the unlawful-deductions rule in Article 45 of the Employment Rights (Northern Ireland) Order 1996, and 14 days to pay, naming the next steps — early conciliation with the Labour Relations Agency, which is free, then an industrial tribunal claim within three months. Sent first class and by email.

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.

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.

For an employee in Northern Ireland made redundant after at least two years' continuous employment whose redundancy pay has not been paid: the written claim to the employer that the law 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 early conciliation with the Labour Relations Agency and the industrial tribunal. A week's pay counts up to £783 from April 2026. nidirect explains redundancy pay free. Sent by recorded delivery and by email.

For a patient or service user in Northern Ireland, or someone complaining with their consent, unhappy with care from a GP practice, a dentist, a hospital or another health and social care service. A formal complaint to the trust or practice under the complaints procedure every HSC organisation has followed since 1 January 2026: it says what happened and what you want done, asks for an answer within the procedure's time limits and names the Northern Ireland Public Services Ombudsman as the next step. The Patient and Client Council helps free. Sent by email. Sold blank, as it holds health data.

For a household customer in Northern Ireland with a problem with their electricity or gas supplier: a wrong or estimated bill, a catch-up bill for energy used more than 13 months ago, a meter fault or poor service. The letter is the formal complaint the supplier must deal with under its complaints procedure; if it is not resolved, the Consumer Council for Northern Ireland takes energy complaints free, and publishes its own free letter for a disputed bill. Send it by email or first class post, and keep the date.