How long should a complaint be?

Keep it as concise as possible. Ideally, no more than two pages, focusing strictly on chronological facts, the specific issue, and the remedy you want.

What evidence should I include?

Include contracts, receipts, emails, letters, call logs, and photographs if relevant. Only include evidence that directly supports your specific complaint points.

Should I complain by email or letter?

Email is often preferred because it provides an immediate, timestamped trail of correspondence. If you must send a letter, use recorded delivery.

What if they ignore me?

If they ignore you beyond your specified deadline, you can usually escalate the matter to an industry ombudsman (like the Financial Ombudsman) or a regulatory body.

Can AI help write my complaint?

Yes, AI can be excellent for structuring your thoughts chronologically and removing emotional language, but you must ensure it remains factually accurate.

Procedural Insight

How Do I Make A Complaint That Gets Taken Seriously?

Learn how to write a structured complaint that gets results, with clear evidence and specific remedies.

The Direct Answer

A strong complaint is clear, organised and supported by evidence. The best complaints usually explain what happened, why it was wrong, what evidence supports the complaint and what outcome the person wants. Long angry letters often get ignored or misunderstood. A structured complaint is usually more effective.

Detailed Explanation

When drafting your complaint, start with a clear timeline. Detail the events chronologically, providing dates and times wherever possible. Avoid filling the timeline with emotional language; focus strictly on the facts of what occurred, what was said, and what promises were broken.

Always specify the exact remedy you are seeking. Do you want an apology, a refund, a replacement, or compensation for distress? Being clear about the resolution makes it easier for the business to settle the complaint quickly. Finally, establish a reasonable deadline for their response (usually 14 days) and mention your intended escalation route, such as an ombudsman or regulator, if they fail to address the issue.

Common Mistakes

When dealing with complex procedures, panic or lack of clarity can lead to errors. Here are the most common mistakes people make:

Writing emotionally without structure
Leaving out key dates
Not saying what outcome is wanted
Sending too much irrelevant material
Missing escalation deadlines

Readiness Checklist

Preparation Checklist

Track your progress before taking action.

Do you know the key dates?

Can you explain what went wrong?

Do you have documents or messages?

Have you asked for a clear remedy?

Do you know where to escalate next?

Frequently Asked Questions

Need Clarity on Your Situation?

If you are unsure of your position, Alfred can help organise your thoughts and identify your options before you decide on your next steps.

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Article Author

Jeff Harris

Senior Adviser, Litigancy

Over 35 years' experience across finance, business, property and complex disputes. Today Jeff combines real-world experience with Alfred to help people understand complicated situations and make better decisions.

Published: January 2024•Updated: June 2024