How it works
Get help putting your complaint into words
Tell us what went wrong and what you would like the business to do. We will help you prepare a clear message and identify the details that support it.
What we can help with
People preparing ordinary consumer complaints, such as faulty goods, unfinished services, delivery problems and disputed bills. We help organise the complaint and draft a message. We are not a law firm, do not provide individual legal advice and do not determine that the other party has broken the law.
Our articles also cover boundaries, barking dogs and tenancy deposits. For those problems, follow the guidance in the relevant article; the consumer letter tool cannot prepare those complaints.
Describe the problem
Enter what you bought, what happened and what you want the business to do. The checker suggests your next steps and explains when another service may be more suitable. It cannot make a legal decision about your complaint.
Organise your evidence
Identify receipts, dates, relevant messages and the amount in dispute. Keep original evidence safely. The beta does not automatically upload your documents to a case file.
Read and edit the draft
Read the message carefully. Check the dates, amounts and what you are asking for, then remove anything that is not accurate. Download your complaint details when you are happy with them. The draft is not a solicitor's letter or a court document.
Send your complaint or ask us for help
You can send the message yourself. To ask us for help contacting the business, approve the message, who it goes to, whose name it is sent under and what information we can share. Download your complaint details, attach them to an email and send it to us. Saving your approval or opening your email app does not send the request.
We will confirm whether we can help
Brian reads initial requests personally. We will confirm whether we can help before taking on the work. We cannot promise a response time or a particular result. Keep copies of your messages and keep track of any deadlines while you wait.
When to go straight to a professional
Do not wait for TBD if there are court papers, urgent deadlines, threatened violence, imminent property works, an eviction issue, serious injury or a complex/high-value dispute. A letter does not stop a limitation period. Boundary ownership and formal notices need the appropriate specialist route.
Costs, privacy and control
The current beta is free. Your drafts and approvals are saved in this browser, so download a copy and take care on shared devices. If you email us documents, we handle them as described in our privacy notice. If you change a message, you must approve the new version before we send it.
Read the privacy notice and beta terms before sharing personal data.