Where possible, the initial complaint about unsatisfactory goods should be made in person. A personal visit and a friendly chat with the retailer may succeed where a letter or phone call does not.

• If you do not get a satisfactory response, you may need to continue your complaint in writing.
• Letters of complaint should be divided into four main parts:
• give details of the product including price and date of purchase
• say what is wrong with the product
• remind the shop of its legal obligations under the Sale of Goods and Supply of Services Act 1980
• say you are cancelling your contract and tell the shop what you want it to do, for example, give you a refund. If you want the retailer to collect the goods, set a time limit for when you want it done.
• Enclose copies of relevant documents such as receipts or order forms (keep the originals).

Address the letter to the correct person. If you have to, ring the store and ask for the manager's name. This way you can be sure the right person is reading your letter.

You should always keep copies of any letters you send regarding a complaint. They may be useful for future reference, or in case you need to take the complaint further, for example, to the shop's head office, a solicitor or the Small Claims Procedure - see "Legal redress".

Also keep a record of any telephone conversations. If you talk to the shop manager or other staff members by telephone, make a note of what was said. Include the date and the name of the person you spoke with.