Skip to content

The shop won't answer

You've emailed, filled in the form and waited on hold. Nothing comes back, or you get the same automatic reply each time. It's tiring, but a clear written record puts you in a stronger position.

Here's how to move things forward, step by step.

First step today

Keep a dated list of each message you sent, how you sent it and any reply. Put your request in writing.

What to keep

  • A dated list of each message: when, how (email, form, chat, phone, post) and any reply.
  • Copies or screenshots of every email, form, chat and letter.
  • For phone calls, the date, time, who you spoke to and what was said.
  • Your order confirmation and receipt, and a note of how you paid.
  • Evidence of the original problem, such as photos or screenshots.
  • The seller's complaints procedure, if they have one.
  • Proof of postage for anything you sent by post.

Your next steps, in order

Before you pay

  1. Check the contact details. Look for an email address, a geographic address and a complaints procedure.
  2. Save the order page. It's useful if you ever need to complain.

After you've paid

  1. Make a formal complaint in writing. Follow the seller's complaints procedure if they have one. Say clearly what went wrong and what you'd like them to do. You'll find a template below.
  2. Ask for a final response. If they can't resolve it, ask them to say so in writing. This is sometimes called a "deadlock letter". It shows you've tried, and other schemes may ask for it.
  3. Send a copy to your card provider if you paid by card. Citizens Advice says this can help if you make a chargeback or Section 75 claim later. Neither is guaranteed. See Citizens Advice: Getting your money back if you paid by card or PayPal.
    • Buy now, pay later: if you used a regulated buy now, pay later plan taken out on or after 15 July 2026 (where the lender is a different business from the seller), Section 75 can apply in the same way as a credit card.
  4. Check for a trade association or dispute scheme. Some sellers belong to a trade association or an "alternative dispute resolution" (ADR) scheme. That's an independent body that can help settle a complaint without going to court. Look in their terms or on their website.
  5. If your card provider doesn't help, and you have no final answer after eight weeks, you can ask the Financial Ombudsman Service to look at it. It's free.
  6. Court is a last resort. In England and Wales you can make a claim for money through the county court, often called a small claim. Citizens Advice suggests trying a dispute scheme first. You'd usually send a formal "letter before claim" first, and there are court fees. Scotland and Northern Ireland have their own processes. Get advice before you start.
  7. Report it. Citizens Advice (England and Wales) can advise you and pass your report to Trading Standards. In Scotland, contact Advice Direct Scotland. In Northern Ireland, contact Consumerline.

Who can help

A message you can send

Copy this, fill in the gaps and send it to the seller yourself.

Subject: Formal complaint, order [number]

Hello,

This is a formal complaint about order [number], placed on [date] for £[amount].

The problem is: [describe what went wrong]. I've contacted you about this on [dates and how: for example, email on 3 March, web form on 10 March], but I haven't had a reply.

I'd like you to [say what you want: for example, deliver the item, repair or replace it, or pay me back].

If you can't resolve this, please send me a final response in writing. If possible, I'd be grateful for a reply within 14 days. This isn't a legal deadline, just a polite request so I know where things stand.

Thank you,
[Your name]

General information, not legal advice. Last updated 21 October 2026. Spotted a mistake? See /corrections.