Letter Before Action — Faulty Goods: Free Template and What to Include

If you need to final demand before claiming for faulty goods not refunded or replaced, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong letter before action — faulty goods should include.

What this letter needs to cover

• Describe the goods, purchase price and date of purchase
• Set out the specific fault and when it appeared
• Reference the Consumer Rights Act 2015 right to repair, replacement or refund
• State the remedy sought
• Give 14 days to respond
• State intention to issue small claims court proceedings

Escalating a faulty goods dispute to a formal final demand

If a retailer has ignored or refused a reasonable request to refund or replace faulty goods, a formal letter before action sets out your final position clearly, referencing your specific rights under the Consumer Rights Act 2015, before proceeding to small claims court.

What to include before you send it

• Details of the purchase and the fault, with reference to previous correspondence
• Your specific right under the Consumer Rights Act 2015 (refund, repair, or replacement, depending on timing)
• The exact amount you're claiming
• A final deadline, typically 14 days, before court proceedings begin

Being precise about which stage of your rights applies

For 30 days after you get them, you can reject faulty goods for a full refund. After that, the business gets one go at a repair or a replacement. If that fails, you can ask for a price reduction or reject the goods for a refund. A fault that shows up within 6 months of delivery is taken to have been there from the start, unless the business proves otherwise. Being specific about which stage applies to your situation makes your final demand harder to dismiss or dispute.

Frequently Asked Questions

What if the retailer has already attempted one repair that failed?
If one repair or one replacement has not fixed it, you can ask for a price reduction or reject the goods for a refund.

Is there a minimum amount needed to bring a small claims case?
There's no strict minimum, though the process is designed for claims up to £10,000 in England and Wales. In Scotland and Northern Ireland the limit is £5,000.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number]
[Name of Business]
[Business Address]
[Business Postcode]
[Date]

Dear [Name / Customer Services Manager],

Subject: Letter before action – faulty goods bought on [Date]

On [Date] I bought a [product] from you for £[Price].

The fault appeared on [Date]: [describe it, e.g. the drum will not spin and it leaks water].

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. This item is not. Depending on when the fault appeared, I am entitled to a repair, a replacement or a refund.

I contacted you about this on [Date(s)], but it has not been put right. I now want [a full refund / a replacement / the cost of a repair] of £[amount], within 14 days of this letter.

If this is not resolved within 14 days, I will start a small claim without further notice [England and Wales: in the County Court, claiming court fees and interest / Scotland: by simple procedure in the sheriff court / Northern Ireland: in the small claims court].

Yours sincerely,

[Your Signature]
[Your Printed Name]