A phone call is easy to forget. A written complaint letter is not. It gives the company a clear chance to fix the problem, and it is the proof an ombudsman, regulator or court will ask for later. Here is how to write one, with a free template.
The 6 Parts Every Letter Needs
1Who you are. Your full name, address, phone, email, and your account, order or policy number.
2What you bought or used. The product or service, where and when, and what you paid.
3What went wrong. The facts in order, with dates. Name the people you spoke to.
4What you want. A refund, repair, replacement, credit or apology. Give an amount if you can.
5A deadline. A clear date to reply, usually 10 to 14 days away.
6Your proof. List the copies you attach: receipt, contract, photos, emails. Never send originals.
Free Complaint Letter Template
[Your address] · [Phone] · [Email]
[Date]
[Company name]
Attn: Customer Complaints / [Manager name]
[Company address or email]
Subject: Complaint about [product / service] – Account or order [number]
Dear [Name or Sir / Madam],
On [date], I [bought / signed up for] [product or service] at [place / website] for [amount]. My [receipt / order] number is [number].
The problem is [describe what happened, with dates]. On [date] I contacted [person / department] and [what they said or did].
To solve this, I ask that you [refund $___ / repair / replace / credit my account] by [exact date].
I have attached copies of [receipt, contract, photos, emails]. If I do not hear from you by [date], I will take my complaint to [ombudsman / regulator / my card issuer / small claims court].
Sincerely,
[Your name]
Prefer not to fill in blanks? Our complaint form writes the letter from your own words, in English or French.
Sample Letter
On August 4, 2026, I bought a washing machine from your Mississauga store for $899. It stopped working on September 20. Your technician visited on September 27 and said a part was on order. I have had no update since.
I ask that you repair or replace the washer, or refund the $899, by October 30, 2026. Copies of my receipt and the service report are attached. If I do not hear from you by then, I will file a complaint with Consumer Protection Ontario.
Tips That Get Results
- Stay calm and polite. Angry letters get passed around. Calm ones get answered.
- Stick to facts. Dates, amounts, names. Leave out how you feel.
- Ask for one clear thing. "Refund $899" beats "make this right".
- Send it to the right place. Use the company's complaint email or head office, not a sales chat.
- Keep a copy and write down when and how you sent it.
- Be careful with threats. Only say what you will really do next.
If They Say No or Don't Reply
| Problem | Where to go next |
|---|---|
| Bank or credit card | OBSI |
| Home, car or business insurance | GIO |
| Phone, internet or TV | CCTS |
| Airline | CTA |
| Paid by card, no refund | Chargeback |
| Store, contractor, other business | Small claims |
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Draft It With Asya →Frequently Asked
What should a complaint letter include?
Your name and contact details, the date, your account or order number, what happened with dates, what you want, a deadline to reply, and a list of the copies you attached.
How long should a complaint letter be?
One page is best. Keep it short, clear and polite. Stick to facts and dates, not feelings.
Should I send it by email or by mail?
Either works. Email gives you a dated record right away. For big amounts, a registered letter gives proof it was delivered. Keep a copy either way.
How long should I give the company to reply?
Ten to fourteen days is usual. Write the exact date in the letter, not just a number of days.
What if the company ignores my letter?
Send one short follow-up. Then take it to the right outside body: an ombudsman, a regulator such as Consumer Protection Ontario, your card issuer for a chargeback, or small claims court.
Sources & Verification
Steps in this article follow official consumer advice:
This article is general information, not legal advice. Learn more about how ComplaintCA verifies information on our About page.