Complaints & disputes
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This part of the site provides legal information about your consumer rights and documents to help you deal with complaints and disputes that may crop up when something goes wrong, whether it be with a supplier, a neighbour, restaurant, utility, bank or even a solicitor.
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See below for the range of services or, for more help and information, click on the law guide topics in the left-hand menu.
Please note, these legal services may be available to you for free if you have AA Home Insurance Legal Expenses Cover. If in doubt, please check your insurance policy documentation.
Complaints & disputes
Products
Renting a property
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Product name: Demand for repayment of rent depositShort description: Use this letter to demand that your landlord repay your deposit. You should send this letter by recorded delivery post and keep a copy for your own records, so that you can prove that your landlord… Read more
Consumer - buying goods
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Product name: Demand a refund for goods purchased with a credit cardShort description: Use this letter to seek a refund from your credit card company for goods that you purchased, or part purchased, that were not delivered, faulty, not as described or not fit for their purpose. To use this… Read more
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Product name: Letter requesting refund for goods not properly repairedShort description: This is a letter for when a purchaser of defective goods has attempted to exercise a legal right to have them repaired by the manufacturer but, that having failed, is now relying upon legal rights against… Read more
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Short description: If a seller has denied responsibility for faulty goods which you have purchased from them, you can use this letter to reject their denial of responsibility. Before using this document, you need to have… Read more
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Product name: Request a refund for faulty goodsShort description: If you have purchased faulty goods, you can use this letter to seek a refund from the seller. Wherever goods are bought, they must "conform to contract". This means that they must be as… Read more
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Product name: Request a refund for goods not delivered on timeShort description: If you have purchased goods and either the seller has failed to deliver them on a specific date as agreed in your contract or if there is no such clause but an unreasonable amount of time has passed since… Read more
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Short description: If you have purchased goods and they do not meet the description by which they were sold then you may use this letter to demand a full refund. The description may have been communicated to you through… Read more
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Product name: Request a replacement for goods damaged during deliveryShort description: If you have ordered goods for delivery and those goods are damaged when they arrive, you can use this document to request a replacement. If a replacement is not possible, the letter requests that a total… Read more
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Product name: Request compensation for damage caused by faulty goodsShort description: If you have purchased goods which are faulty and cause damage to any of your property, you can use this letter to seek compensation for the goods and also the price you have paid to repair or replace the… Read more
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Product name: Request repair of faulty goods at no charge to the buyerShort description: If you buy a product that is faulty, you might prefer to have it repaired rather than demand a refund. This letter asks the supplier to repair the product for you free of charge and informs them that if… Read more
Neighbour disputes
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Short description: If you believe that your gas, electricity or water meter is registering inaccurately, you can use this document to send a complaint to your utility company. Before sending this letter, you must have… Read more
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Product name: Complaint about a noisy neighbourShort description: Use this letter to complain to a neighbour about excessive noise. You should keep a copy of this letter when you send it along with any other correspondence between you and your neighbour. You should also… Read more
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Short description: Use this letter to accompany a surveyor's report confirming that damage has been caused to your property by the roots of a neighbour's tree. This should only be used if, having previously verbally… Read more
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Short description: If previous attempts to resolve a problem with a noisy neighbour have failed, you can use this document to send a letter to the local authority responsible for noise complaints. You should have already… Read more
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Short description: Use this letter to request that a neighbour trim the branches of a tree or plant which overhangs your property. Before using this letter, you should check with your local authority to ensure that there is… Read more
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Short description: Use this document to send a letter of objection to a neighbour's proposed extension. The letter will allow you to object to the development on the ground(s) that you object to the purpose, the nature and… Read more
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Short description: Use this letter to request a neighbour to prune a tree or plant which is obstructing light to one of your windows. Read more
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Short description: Use this letter to demand that an individual stops trespassing on your property. Before using this letter, you must have already asked the individual to stop trespassing on your property and they must… Read more
Finance
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Product name: Letter giving a bank authority to release informationShort description: This is a letter to your bank giving them permission to disclose information about your account to a third party. Read more
Utilities
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Short description: If your electricity supply has been interrupted and not reconnected under the Guaranteed Standards of Performance set by Ofgem (or in Northern Ireland, NIAUR), you can use this letter to send a complaint… Read more
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Short description: If the gas supply to your premises has been interrupted, it must be restored within the period specified under the Guaranteed Standards set by Ofgem (Office of Gas and Electricity Markets). If they are… Read more
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Product name: Complaint to water company for failure to meet standardsShort description: If your water company has failed to meet its guaranteed standards, you are entitled to compensation and can use this document to request it. This letter can be used where there has been an unplanned… Read more
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Short description: Use this document to request an official body to investigate a complaint you made to your water company in which you were unsatisfied with the response. To use this document, you should have already… Read more
Accountants & surveyors
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Product name: Complaint about an accountantÂ’s poor serviceShort description: If you have employed an accountant to do some work for you, and they have not provided a satisfactory service, you can use this letter to make a complaint to them. An unsatisfactory service can relate to… Read more
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Product name: Complaint to a surveyor for an insufficient reportShort description: If you have found defects in a property that you recently purchased and these defects were not mentioned in the survey that you paid to be carried out on your property, use this letter to complain to the… Read more
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Product name: Complaint to an accountant about their delaysShort description: Use this letter if you have instructed an accountant to carry out some work for you, but they have not completed the work in a reasonable time. The document requests an explanation for the delay and… Read more
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Product name: Complaint to an accountant's governing bodyShort description: Use this document to send a letter of complaint to an accountant's governing body. To use this document you should have already sent an initial letter of complaint to your accountant and either received a… Read more
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Short description: Use this document to request mediation, conciliation or arbitration concerning a dispute you have with your accountant, e.g. a dispute over a bill or a dispute over poor advice. It is not suitable if your… Read more
Restaurants
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Product name: Complaint to a restaurant about unsatisfactory serviceShort description: If you have received unsatisfactory service at a restaurant, use this letter to complain to the restaurant and demand a full refund of the total bill amount. This document is suitable for use where the… Read more
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Product name: Complaint to restaurant about a booking not keptShort description: If you have booked a table at a restaurant and they have failed to provide you with the table that you have booked, you can use this letter to send a complaint. To use this document, you must have either… Read more
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Product name: Demand a refund for an unsatisfactory mealShort description: If you have been dissatisfied with the quality of a meal you ate at a restaurant, use this letter to make a complaint to the restaurant and demand a refund for the total cost of the bill. This document is… Read more
Other complaints and requests
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Short description: If you have employed a removal company who has damaged one or more items whilst moving, you can use this letter to demand compensation. The letter will allow you to seek a repair or replacement of the… Read more
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Product name: Complaint to dry cleaners about garment damageShort description: If you have taken an item to a dry cleaner (e.g. a pair of trousers) and during the cleaning process, they have caused damage to the item, you are entitled to claim compensation for this damage. Under… Read more
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Product name: Letter notifying change of addressShort description: As an individual or a business, use this letter to give notice of a change of address to a third party. The document is suitable for use whether or not you have a contractual duty to notify the other… Read more
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Product name: Letter requesting access to view medical recordsShort description: If you wish to view or have copies of the medical records which are held at your doctor's surgery, you can use this letter to make a formal request. It is necessary to make this request in writing. You… Read more