How to dispute a UK sourcing supplier's service
Confirm who contracted with you, preserve the order records and send a formal complaint explaining the failure and the remedy you want. If unresolved, prepare a letter before claim and propose mediation before deciding whether to sue. This guide also applies to complaints about Cambridge China Bridge.
Identify the company and the disputed promise
Match the accepted quote, order acknowledgement, invoice and payment record to the company you contracted with. Check the agreed role, scope, governing law, dispute clause and notice address. Our guide to sourcing agent or seller explains which role you bought. A complaint about missed inspection work needs different evidence from a complaint about defective goods.
This guide covers complaint preparation and court-related steps for England and Wales. For Scotland or Northern Ireland, seek advice on the local procedure. For rejection and faulty-goods remedies, use goods that arrived wrong; here, focus on turning the disagreement into a documented claim.
Preserve a usable evidence file
Keep original emails with attachments, export message conversations and save the accepted terms, specification, sample approvals, inspection scope, reports and payment records. Preserve unfavourable records too. Store originals separately from annotated working copies. Build a chronology showing what was promised, what happened, when you discovered the problem and how the supplier responded.
Label retained goods and samples by batch and record who handled them. Photograph faults with context as well as close-ups. Before repair, return or destructive testing, record the condition and propose an opportunity for the supplier to inspect. Keep invoices supporting each claimed loss, record action taken to contain losses and distinguish actual expenditure from estimates.
Send a formal complaint with a clear remedy
Address the complaint to the contracting company using its agreed complaint or notice channel, and copy your usual contact. Identify the order, the promise you say was missed and the evidence supporting that view. Attach an indexed selection of documents rather than an unexplained archive. State whether you want a refund, replacement, rework or reimbursement of identified costs.
Ask for acknowledgement, a named person responsible and a written response by a date that allows a realistic investigation. Request an explanation of disputed facts and the relevant inspection or order records. Keep proof of sending and delivery. Confirm telephone discussions in writing, including any proposed remedy and anything still unresolved.
Prepare the letter before claim
If the complaint stalls, prepare a separate letter before claim. Government guidance for Circuit Commercial Court disputes recommends writing before court action unless the case is urgent. As a drafting checklist, explain the contractual basis, key events, alleged failure, requested remedy and calculation of any money claimed. Include the main supporting documents and invite a reasoned response and mediation.
Before sending, ask a solicitor to check the applicable pre-action procedure, response period, correct defendant and any approaching claim deadline. Do not assume your complaint deadline is the appropriate legal response period. Keep a record of correspondence and settlement invitations. Before issuing a claim, review what remains disputed and whether further document exchange could resolve it.
Prepare for mediation and record the outcome
Mediation can take place before legal action or while it is ongoing. Mediators help negotiations but do not impose solutions. Propose a mediator and agree the fee arrangements in advance. Prepare a concise case summary, supporting documents, a private settlement range and someone authorised to agree terms. Consider practical outcomes such as documented rework, staged refunds or replacement inspections.
Government money-claim guidance says that a disputed claim of £10,000 or less requires attendance at mediation. Follow any court appointment instructions. Ask for settlement terms to identify the company, payment or work obligations, completion dates, inspection arrangements and what happens if performance fails. If no agreement is reached, take advice on the remaining evidence, costs and court route.
Frequently asked questions
What evidence do I need against a sourcing supplier?
Keep the accepted terms, order records, specification, approvals, inspection scope, reports, messages and payment evidence. Link each alleged failure and claimed loss to a document or retained sample.
What should a formal supplier complaint say?
Identify the contracting company and order, explain the missed promise, attach the main evidence and request a specific remedy. Ask for a written response by a realistic date and retain proof of delivery.
Is a complaint the same as a letter before claim?
Treat them as separate documents. A complaint asks the supplier to resolve the problem; a letter before claim sets out the proposed claim. Have the applicable procedure and response period checked before sending.
Do I have to mediate a supplier dispute?
Government money-claim guidance says a disputed claim of £10,000 or less requires attendance at mediation. You can also propose mediation before bringing a claim. Mediators do not impose a settlement.