Consumer Dispute Letter Template for England and Wales

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Key Requirements PROMPT example:

Consumer Dispute Letter

"I need to draft a Consumer Dispute Letter regarding a faulty laptop purchased from TechStore Online that stopped working after two weeks, seeking either a full refund or replacement, with evidence of purchase from January 2025 and photos of the defect."

Document background
The Consumer Dispute Letter is a fundamental tool in consumer protection under English and Welsh law. It should be used when informal attempts to resolve issues with goods or services have failed. The letter formally documents the complaint, establishing a paper trail and demonstrating the consumer's reasonable attempt to resolve the matter. It typically references relevant consumer protection legislation, details the issue clearly, and proposes a reasonable resolution. This document is often a prerequisite before escalating to formal alternative dispute resolution services or legal proceedings.
Suggested Sections

1. Personal Details: Your name, address, contact information, and any relevant account/customer numbers

2. Recipient Details: Company name, address, department (if known)

3. Product/Service Information: Details of the purchase including date, cost, order numbers

4. Issue Description: Clear explanation of the problem and how it breaches your consumer rights

5. Previous Communications: Summary of previous attempts to resolve the issue

6. Desired Resolution: Clear statement of what remedy you're seeking

7. Deadline: Reasonable timeframe for response

Optional Sections

1. Legal Rights Citation: Specific reference to relevant consumer protection laws, recommended when dealing with complex issues or unresponsive companies

2. Threat of Legal Action: Statement of intention to pursue legal remedies, to be used as a last resort after other attempts at resolution have failed

Suggested Schedules

1. Purchase Evidence: Receipts, order confirmations, contracts

2. Correspondence Log: Copies of previous emails, letters, or chat logs

3. Product Evidence: Photos or videos showing defects or issues

4. Expert Reports: If relevant, independent assessments of faulty goods/services

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Industries

Consumer Rights Act 2015: Primary legislation for consumer rights in UK, covering goods, services, and digital content. Establishes quality standards, fitness for purpose requirements, and available consumer remedies.

Consumer Protection from Unfair Trading Regulations 2008: Legislation protecting consumers from unfair commercial practices, including misleading actions/omissions and aggressive sales tactics.

Consumer Contracts Regulations 2013: Regulations governing distance selling, cancellation rights, and information requirements for consumer contracts.

Sale of Goods Act 1979: Historic legislation still applicable in certain consumer transactions regarding the sale of goods.

Supply of Goods and Services Act 1982: Legislation setting out implied terms in contracts for the supply of goods and services.

Alternative Dispute Resolution Regulations 2015: Regulations governing alternative dispute resolution procedures for consumer disputes.

Limitation Act 1980: Sets 6-year limitation period for breach of contract claims in consumer disputes.

30-Day Right to Reject: Consumer right under Consumer Rights Act 2015 allowing rejection of faulty goods within 30 days of purchase.

14-Day Cooling-Off Period: Mandatory cancellation period for distance contracts under Consumer Contracts Regulations 2013.

Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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