How to Make a Consumer Complaint

By Anita Rao, consumer-rights researcher · Updated 23 May 2026

When a product fails or a service falls short, a calm, well-prepared complaint resolves most problems faster than anger ever will. Here is a simple process that works — and that puts your right to redress into action.

Prepare your case

Before you contact anyone, gather your evidence: the receipt or order confirmation, photos of the fault, the dates, and any relevant correspondence. Know what outcome you want — repair, replacement, refund or compensation — and what your rights entitle you to. A clear, factual record is your strongest asset.

The steps

1. Contact the seller first. Explain the problem plainly, state what you want, and give a reasonable deadline. Most issues end here.
2. Put it in writing. If a conversation does not resolve it, follow up by email so there is a record. Be polite, factual and specific.
3. Reference your rights. Mention the relevant protection — faulty goods, misleading description, or a safety issue (see recalls).
4. Keep copies of everything. Dates, names and what was promised.

If you get nowhere

If the seller will not help, escalate: to the company's head office, to your payment provider (a chargeback can recover money for goods never delivered, especially relevant to online purchases), or to a national consumer-protection agency or ombudsman. Many jurisdictions across the region offer free dispute-resolution services — part of the redress system described in our overview of consumer law. Persistence, backed by good records, usually wins.

Frequently asked questions