Use this guide when you need to write to a company, landlord, council, employer or official body and want to be taken seriously. Have any reference numbers, dates and copies of earlier letters or emails ready.
Step by step
Decide what you want to happen
Write one sentence saying exactly what outcome you want, such as a refund, a repair or a reply to a question. Everything in the letter should support that outcome. If you want more than one thing, list them clearly.
Gather the key details
Collect your account or reference numbers, relevant dates, names of people you spoke to and copies of supporting documents. Put them in date order. Accurate details save time and show you are organised.
Use a clear structure
Start with your details, the date and any reference in a subject line or heading. In the first paragraph, say why you are writing. Then set out the facts briefly in date order, and finish with what you want and by when.
Keep the tone calm and factual
Stick to facts and avoid emotional language, sarcasm or blame, even if you are frustrated. Use short paragraphs and plain words. A calm letter is easier to act on and looks stronger if the matter escalates.
Ask for a specific response
Say exactly what you would like them to do and give a reasonable date for a reply. Mention what you will do next if you do not hear back, such as using their complaints procedure or contacting the relevant Ombudsman. Citizens Advice has template letters for many common situations.
Check, send and keep a copy
Proofread for errors and make sure names and numbers are correct. Send it in a way you can prove, such as email or recorded post, and keep a copy with any attachments. Note your reply date in your calendar.
Ready-to-use checklist
- Desired outcome written down
- Reference numbers included
- Facts in date order
- Calm, factual tone
- Specific request and reply date
- Supporting documents attached
- Copy kept
- Follow-up date in calendar
Practical tips
- Read the letter aloud before sending to catch anything that sounds harsher than you intended.
- Refer to copies of documents rather than sending originals.
- If the letter is long, add a one-line summary of your request at the very top.
Common problems
I have not had a reply by the date I gave.
Send a short follow-up referring to your original letter and its date, and set a new reasonable deadline. If there is still no response, use their formal complaints process and then the relevant Ombudsman or regulator.
My letter is getting very long.
Move the detailed timeline into a separate attached sheet and keep the letter itself to the key points and your request. Busy readers respond better to shorter letters.
I do not know who to address it to.
Check the organisation's website or previous letters for a complaints or customer services contact. If you cannot find a name, address it to the relevant department and ask for it to be passed to the right person.