UK
How to Complain About a Business in the UK: Step by Step
To complain about a business in the UK, start by telling the business the problem in writing, with your evidence and a reasonable deadline for a reply. If that does not resolve it, use any complaints process the business or its trade body offers, then turn to free help from Citizens Advice, your card provider or, in the last resort, a court for a money claim.
Key takeaways
- Complain to the business first, in writing, because most problems are settled at this stage and a written record helps whatever happens next.
- Be clear about what you want, such as a refund, a repair or an apology with a specific action, and say when you expect a response.
- Keep evidence from the start: receipts, contracts, messages, photographs and notes of phone calls.
- Citizens Advice gives free guidance on consumer complaints, and Trading Standards enforces consumer law in your area.
- If you paid by credit card, check whether section 75 or a chargeback could help before you pay anything more.
- Rules and court procedures differ between England, Wales, Scotland and Northern Ireland, so check the route that applies to you.
What should you decide before you complain?
Before you write anything, be clear about two things: what was agreed, and what you want as a result. Many complaints lose focus because the complainant has not decided what would count as a fair outcome. A complaint that asks for a specific remedy is far easier to answer than one that simply says "I am unhappy".
Start by pulling together the basic facts. Note the name of the business, the date you bought or booked, the price, the terms you were given and the moment things went wrong. Then decide whether you want a refund, a repair, a replacement, a discount, a completed service or simply an explanation. Be realistic. A small faulty item may justify a replacement or refund, while a poor service may justify repeat work or a partial refund.
Check whether the business has its own complaints procedure. Many do, and it is often printed on the receipt, in the terms and conditions, or on the website. Following the stated process is worthwhile, because a complaint that goes through the correct channel is harder to dismiss, and it creates a record that you can show to a third party later.
How do you make a complaint to the business?
The first formal complaint should be written. A phone call can be useful for a quick fix, but it leaves no proof of what was said. If you do call, follow it up with an email or letter that summarises the conversation, the date and what the business agreed to do.
- Find the correct contact route, such as a complaints email address, the manager or the customer service team named in the terms.
- Gather your evidence before you write, following the list in the next section.
- Write a short, factual complaint that explains what happened, when, what you were promised and what you want now.
- Set a reasonable deadline for a response and say what you will do if you do not receive one.
- Send the complaint in a way that gives you proof, such as email with a delivery receipt or recorded post, and keep a copy.
- Note every reply, including the date and what it promised, and compare each reply with what you asked for.
- If the business offers a fair remedy, accept it in writing and make sure the agreement covers everything you need.
What evidence should you keep?
Evidence is the difference between a complaint that is taken seriously and one that is ignored. Keep it organised from the start, rather than trying to reconstruct events weeks later.
- Receipts, order confirmations, booking references and the invoice, saved as PDFs or photographs with the date visible.
- The advert, website page, menu, brochure or quote that described what you were buying, with the web address and the date you saw it.
- Contracts, terms and conditions, and any emails or texts that changed what was agreed.
- Photographs or video of any faulty item, damage or poor finish, taken as soon as you notice the problem.
- Your payment record from your bank or card statement, showing the amount and the payee.
- A note of each phone call, including the date, time, the name of the person you spoke to and what was said.
Keep the original item if you can, and do not throw away packaging until the complaint is resolved. Where the item is hard to keep, photograph it and record its serial number or other identifying details. Store everything in one folder, both on paper and as scanned copies, so you can send a complete bundle to anyone who asks.
What should your complaint say?
A good complaint is calm, specific and short enough to read in a minute. It should tell the business what happened, why it is a problem and what would put it right. Avoid long emotional passages, because they make the key request harder to find.
- Your name, your order or booking reference, and the date of purchase or service.
- What you were told or promised, quoting the exact words from the advert, quote or contract where possible.
- What actually happened, in the order it happened, and when you first noticed the problem.
- What you want the business to do, with a clear and reasonable outcome.
- A deadline for a reply and a short statement of the next step if the matter is not resolved.
Illustrative wording only: "I booked and paid for the service on the date above, based on the description on your website. The service did not match that description in the ways set out below. I would like a refund of the amount paid, or the service completed as described, by the date given. If I do not hear from you by that date, I will consider using the consumer complaint routes available to me." Adapt this to your facts and check it before you send it.
Avoid making threats you cannot follow through, and do not exaggerate. If you say that you will report a business to a regulator, make sure you genuinely intend to do so, because a fair and measured letter is far more persuasive than an aggressive one.
What if the business refuses or ignores you?
If the business refuses to help or does not reply by your deadline, you still have options. You do not need to choose only one route, and it often makes sense to use two at once, such as a complaint to a trade body while you also check your card protection.
Citizens Advice and Trading Standards
Citizens Advice offers free guidance on consumer complaints. It can help you check whether you have a valid complaint, explain the options and draft a letter. It can also point you to the right route for your situation, whether that is a trade body, a card claim or a court.
Trading Standards is the local authority service that enforces consumer law. It cannot get you a personal refund in every case, but it can investigate businesses that are breaking the rules, and it uses information from complaints to decide where to act. Report problems with a business to Trading Standards, especially where you think others may be affected. Its contact details vary by area, so check the service that covers the business's location.
Trade bodies and alternative dispute resolution
Some businesses belong to a trade body or a scheme that offers alternative dispute resolution, a process for resolving complaints outside court. Ask the business in writing which scheme it belongs to, then check the membership on that body's own website. Membership is not a guarantee of quality, but a complaints process can be quicker than court and may be free for consumers.
Card payments, chargeback and section 75
If you paid by credit card, section 75 of the Consumer Credit Act 1974 can make the card provider jointly liable for a breach of contract or misrepresentation by the supplier. It applies to purchases costing between £100 and £30,000, and conditions apply. A chargeback is a separate process that the card provider can explain, and it depends on the card scheme's rules and the reason for the dispute. Contact your provider promptly, because it will set its own time limits.
Debit card payments may have their own protections, which your bank can explain. Ask your provider directly what it can do, and keep the reference number of every conversation.
Going to court
If the business still does not resolve the matter, a money claim may be the last option. In England and Wales, the small claims track generally covers claims up to £10,000. Scotland uses its simple procedure for claims up to £5,000, and Northern Ireland has its own small claims system. Courts generally expect you to have tried to settle the dispute before you start a claim, so your letters and evidence matter. GOV.UK explains how to make a court claim for money in England and Wales.
How do the rules differ across the UK?
Much of consumer law applies across the whole of the UK, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where the differences matter most is in court procedure, the small claims thresholds and the names and roles of local services. A complaint about a business in Edinburgh may use a different court route from one in Leeds, even though the underlying rights are similar.
Check which nation the business is based in, and which nation you live in, because both can matter. Citizens Advice and Trading Standards can tell you how their services work in your area. For court procedure, use the official court service guidance for the nation concerned, because the rules and forms are not identical across the UK.
What if the business is a scam?
Complaints are for disputes with genuine businesses. If you think you have been the victim of a scam, the priorities are different. Stop sending money, contact your bank straight away if you have paid, and report what happened to the police. Be wary of anyone who offers to recover money you have lost for a fee, because that is a common follow-up scam. Do not give out passwords, security codes or remote access to your device to anyone who contacts you unexpectedly.
If you are unsure whether a business is genuine, check it before you pay. Our guide on how to check a UK company is legitimate before you pay sets out the checks you can run, including Companies House. The rogue trader warning signs in how to spot a rogue trader are also useful when a trade job has gone wrong.
Where should you complain about misleading reviews or adverts?
Misleading adverts and fake reviews are a separate issue from a single bad purchase. The Digital Markets, Competition and Consumers Act 2024 bans fake reviews and hidden incentivised reviews, and the rules have been in force since April 2025. The Competition and Markets Authority can enforce them. Trading Standards can also act on misleading business practices in your area.
When you complain about a review or advert, describe exactly what you saw, where, and when, and include a link or screenshot. A complaint with clear evidence is easier for an enforcement body to act on than a general statement that a business is dishonest.
Where does UKListingz fit in?
UKListingz is a free directory, not a regulator or a complaints body, so it cannot resolve disputes between customers and businesses. It does provide basic information that can help you check a business before you complain or before you hire one again. Each business page shows the name, category, address, town, postcode and phone number, and where supplied, the website, map, photographs and reviews.
Businesses can edit their own listings from My Account, so the details on a page may change. Do not treat any listing as an endorsement from UKListingz, because the directory does not verify, vet or recommend businesses. If you want to find another firm in the same trade, you can browse by category and town, for example car services or hotels, and compare several options before you choose.
What should you do next?
Work through the steps in order, and keep a single record of every action you take. Start with a clear written complaint, give the business a fair deadline, and follow up in writing. If you get no answer, use the free guidance available from Citizens Advice, and where relevant contact Trading Standards. Use your card protection if you paid by card, and act quickly because each route has its own time limits.
If the problem is with building or home improvement work, our article on your rights when a tradesperson does poor work covers repeat work, price reductions and evidence for trade disputes. For the trade itself, you can compare local builders before you hire again, and check each one's written scope and insurance yourself.
Frequently asked questions
Do I have to complain to the business before going to Citizens Advice?
You are not always required to, but it is almost always sensible. A written complaint shows that you gave the business a chance to put things right, and it gives Citizens Advice or another body a clear picture of what happened. If the business has already refused or ignored you, say so in your enquiry, and take the record of your complaint with you.
How quickly should I complain after a problem?
As soon as you reasonably can. There is no single deadline for every type of complaint, and time limits for court claims depend on the type of claim and where you live. Delay makes it harder to prove what happened and can weaken a card claim, so act promptly. Check GOV.UK and Citizens Advice for the current position before relying on any time limit.
Can I complain about a business that is not based in the UK?
It can be harder, because UK consumer rights are often easier to enforce against businesses based in the UK. If you paid by card, your card provider may still be able to help, depending on the card and the circumstances. Citizens Advice can explain your options for cross-border purchases, and you should check whether the business is a UK company before you pay.
Will Trading Standards get my money back?
Not always. Trading Standards enforces consumer law and may take action against a business that is breaking the rules, but it does not act as a debt collector for individual complaints. It is still worth reporting a problem, because your information can help identify patterns and support action. For a personal refund, a complaint to the business, a card claim or a court claim is usually the route to follow.
Is it worth paying for a solicitor to complain about a business?
For small disputes, a solicitor's fees can exceed the amount in dispute, so it is worth comparing the costs before you instruct anyone. For larger or complex matters, professional advice can help. You can browse solicitors and legal advisors by town, and ask for a clear estimate of costs before you agree to any work.
What should I do if the business threatens me after I complain?
Keep a record of every threat, including screenshots, emails and the date and time of any call. Do not respond aggressively, and do not post anything in response that could be seen as intimidating. Report serious threats to the police, and take advice from Citizens Advice or a solicitor about how to protect yourself. Continue to communicate in writing, and stick to the facts of the original complaint.
Sources and further reading
- GOV.UK: consumer protection rights – official guidance on your rights when you buy goods and services.
- Citizens Advice consumer service – free help with complaints, refunds and next steps.
- Trading Standards – local enforcement of consumer law, with contact routes by area.
- GOV.UK: make a court claim for money – how money claims work in England and Wales.
- Competition and Markets Authority – enforces the fake review and hidden incentive rules.
- Which? – consumer guidance on complaints, refunds and card protection.
This article is general information, not legal, financial or professional advice. Rules and prices change, so check the official sources above before you act.