What to do before making a consumer complaint
Being prepared before you contact a retailer makes complaints faster to resolve and easier to escalate.
10 March 2026 · 1 min read
Gather your evidence first
Before contacting a retailer, collect any relevant receipts, order confirmations, photographs and previous correspondence. Having these ready means you can present a clear and factual account of what happened. Retailers are more likely to resolve a complaint quickly when you can refer to specific dates, order numbers and what was originally promised.
Start with the retailer
Most complaints should go to the retailer first, not the manufacturer or a third party. Contacting them in writing — by email if possible — creates a record that is easy to refer back to. State clearly what the problem is, what you have already tried and what outcome you are looking for, keeping your message factual and specific.
Know your next steps
If the retailer does not resolve your complaint satisfactorily, Citizens Advice can advise on your options. Depending on the type of purchase, you may be able to raise a chargeback with your bank or contact a relevant ombudsman. Knowing what escalation routes are available helps you decide whether to pursue the matter further.
General guidance only
This guide contains general consumer information and is not financial, legal or professional advice. Always check official sources and consult a qualified professional if you need guidance specific to your situation.