Unresolved consumer complaint: what must I say?

Keep the consumer complaint separate

This guide concerns a complaint from your consumer customer about goods you sold. Keep that file separate from your claim against the factory or sourcing supplier. For your own purchasing dispute, see goods disputes with a UK seller.

Record what the customer says went wrong, the outcome they want and the evidence you reviewed. Match photographs, inspection findings and factory replies to the actual product and batch. A factory's general assurance is a weak basis for explaining a disputed defect.

Identify the arrangements you must explain

When communicating the outcome of your consideration of the complaint, you must inform the consumer about available ADR or other resolution arrangements arising from an obligation to participate imposed by legislation, the consumer contract or another contract you have entered into.

Check your sales terms and any trade association or scheme membership agreement before deciding that participation is optional. This notification duty does not itself require you to join a scheme. Other information duties remain unaffected. For a complaint received before this duty commenced, check the applicable position separately.

Make your participation position clear

If an applicable obligation requires participation, explain the arrangement and how the consumer can use it. Do not describe participation as discretionary. If you offer ADR voluntarily, say clearly that you agree to participate and identify the proposed provider.

Before naming a provider, confirm that it can handle the product dispute and your business. Ask about referral conditions, required documents, charges, deadlines and the effect of the outcome. Explain the practical route accurately without promising acceptance. Our mediation guide helps you prepare the issues and evidence.

Write a final response the customer can use

As a practical format, send a letter or email identifying the order, complaint and evidence considered. State your decision, explain your reasons and describe any remedy still offered. If the internal review has ended, say so directly. Include applicable scheme details and referral instructions rather than only directing the customer to your homepage.

Adapt this wording to the facts: “We have completed our review of your complaint about the goods identified above. Our decision is [decision], for these reasons: [reasons]. We offer [remedy, or explain why none is offered]. If you remain dissatisfied, you can refer the complaint to [applicable arrangement and contact details]. Our participation position is [explanation].” Remove the referral sentence if no arrangement applies or is offered.

Keep the factory evidence and reply together

Retain the final response alongside the customer's evidence, your assessment and the relevant scheme terms. Ask your China team for missing batch records or inspection photographs before making a factual assertion. For chemical-content questions, use the separate UK REACH guide to frame the document request rather than repeating compliance detail in the complaint letter.