Facts, evidence, outcome
Every effective complaint answers four questions in order. Here is an email about a faulty washing machine, mapped to them.
What happenedThe facts, with dates and reference numbers. On 3 May I bought a WM-200 washing machine (order 48213). Since 20 May, it has stopped mid-cycle and shown error E21.
What you’ve triedShows you’ve been reasonable. I followed the reset steps in the manual and called your helpline on 22 May (ref 7741).
Your evidenceWhat you’re attaching. I’ve attached the receipt and a short video of the error.
The outcome and deadlineWhat you want, by when. Please arrange a replacement by 7 June and collect the faulty machine.
Asking for the outcome you want
A complaint without a clear request leaves the reader to guess. Choose your outcome for the exact sentence to use.
“Please refund the full £[amount] to my original payment method by [date].” When it fitsThe product or service can’t be fixed, or you no longer want it.
Firm and polite at once
Firmness comes from facts and deadlines, not from strong words. These phrases hold your position while keeping the reader on your side.
“I’m writing to make a formal complaint about…”Opens clearly when you want it logged
“I understand this may not be your fault, but…”Keeps the reader on your side
“I would like this resolved by [date].”A deadline without aggression
“Please confirm you have received this complaint.”Starts your record
“As set out in my email of [date]…”Links to earlier contact
“I would appreciate a response within 14 days.”A common, reasonable timeframe
“If this cannot be resolved, I will…”The next step, stated calmly
“Thank you for your help in putting this right.”Ends on cooperation
If you complain by phone too
A call can be quicker, but nothing said on the phone counts until it is in writing. Keep a short note during the call, then confirm it by email the same day.
During the call, noteThe date and time, the name of the person you spoke to, any reference number, and exactly what they agreed.
Confirm by email“Thank you for your help on the phone today at 11:20. As agreed with Sam, you will send a replacement machine by Friday 14 June, reference WM-48812. Please let me know if anything here is not correct.”
Templates by situation
Subject: Complaint: faulty [product], order [number]
Dear Customer Service,On [date] I bought a [product] (order [number]) for £[amount]. Since [date], it has [specific fault], even after [what you tried].I’ve attached the receipt and a photo of the fault. Please [outcome] by [date].I look forward to your reply.Yours faithfully,[Your name] · [phone]
Attach
+Receipt or order confirmation+Photo or video of the fault+Any previous reference numbers
Tip Describe the fault precisely: “stops mid-cycle and shows error E21” is easier to act on than “doesn’t work”. Guides on complaint emails
2 guides · newest first
Customer Complaint Email Templates - 10 ExamplesProfessional customer complaint email templates. 10 examples for product defects, billing errors, poor service, delayed delivery, and refund requests with expert guidance.Apr 17, 2026 · 17 min read
Complaint Email Examples - Formal and Polite TemplatesFormal and polite complaint email templates for products, services, billing, HR, and more. Copy-paste examples with escalation strategies and legal tips.Apr 7, 2026 · 27 min read