Law Guide
- Holidays & travel
- Travel insurance
- Flights & airlines
- Problems with holiday flights
- Cancellation in terms of EU Regulations
- Delay in terms of EU Regulations
- Cancellation and delay outside the application of EU law
- UK flight services
- Before you fly
- In-flight safety
- Making a complaint
- Baggage problems
- Charter flights
- Denied boarding
- Financial protection
- Health and safety
- In-flight services
- Missed connections
- Passports, visas and photo ID
- Tickets and fares
- Schedule changes, downgrading and diverted flights
- Holiday problems
- Package holidays
- Rail travel
- Taxis and buses
- Making a claim
- Neighbour disputes
- Problems with goods
- Problems with services
- Your consumer rights
Complaints & disputes
We all have consumer rights, and we’re here to help you use them when something goes wrong. We have a very wide range of fixed fee services that include compensation for bad holidays, a process for seeking a refund for overcharging at a motor mechanics, and recompense for poor meals at a restaurant.
We also have a selection of documents to help assist in dealing with disputes with your neighbours, from gaining access to their land for your own building work through to complaints about noise or boundary issues.
What's more, with all our documents you can try before you buy and have the reassurance that our legal expertise is available should you need it. For more help and information click on the law guide topics in the left hand menu.
Russell Jones & Walker are regulated by the Solicitors Regulation Authority, and as a leading regional law firm you can rely on our depth of knowledge and expertise. Remember, whatever the issue, if you need further representation then it's just a few clicks away.
Look below to see our full range of services.
Complaints & disputes
Products
Motoring
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Product name: General Motoring (Pack)Short description: Make sure that you have appropriate documentation to hand for every aspect of your motoring life. Thi pack contains documentation enabling you to deal with all aspects of vehicle-related legal issues… Read more
Buying goods
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Product name: Buying goods (pack)Short description: This pack provides you with a large range of document templates for dealing with a problem with goods you have purchased. It provides templates for requesting a refund, a replacement, or compensation in… Read more
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Product name: Demand a refund for goods purchased with a credit cardShort description: If you have purchased faulty goods with a credit card (and the goods cost between £100 and £30,000), use this letter to apply for a full refund from the credit card provider. The Consumer… Read more
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Product name: Letter requesting refund for goods not properly repairedShort description: This is a letter for when a purchaser of defective goods has attempted to exercise a legal right to have them repaired by the manufacturer but, that having failed, is now relying upon legal rights against… Read more
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Short description: If a seller has denied responsibility for faulty goods which you have purchased from them, you can use this letter to reject their denial of responsibility. Before using this document, you need to have… Read more
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Product name: Request a refund for faulty goodsShort description: If you have purchased faulty goods, you can use this letter to seek a refund from the seller. Wherever goods are bought, they must "conform to contract". This means that they must be as… Read more
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Product name: Request a refund for goods not delivered on timeShort description: If you have purchased goods and either the seller has failed to deliver them on a specific date as agreed in your contract or if there is no such clause but an unreasonable amount of time has passed since… Read more
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Short description: If you have purchased goods and they do not meet the description by which they were sold then you may use this letter to demand a full refund. The description may have been communicated to you through… Read more
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Product name: Request a replacement for goods damaged during deliveryShort description: If you have ordered goods for delivery and those goods are damaged when they arrive, you can use this document to request a replacement. If a replacement is not possible, the letter requests that a total… Read more
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Product name: Request compensation for damage caused by faulty goodsShort description: If you have purchased goods which are faulty and cause damage to any of your property, you can use this letter to seek compensation for the goods and also the price you have paid to repair or replace the… Read more
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Product name: Request repair of faulty goods at no charge to the buyerShort description: If you buy a product that is faulty, you might prefer to have it repaired rather than demand a refund. This letter asks the supplier to repair the product for you free of charge and informs them that if… Read more
Complaints & disputes
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Product name: Other complaints and requests (pack)Short description: Read more
Neighbour disputes
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Product name: Complaint about a noisy neighbourShort description: Use this letter to complain to a neighbour about excessive noise. You should keep a copy of this letter when you send it along with any other correspondence between you and your neighbour. You should also… Read more
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Short description: Use this letter to accompany a surveyor's report confirming that damage has been caused to your property by the roots of a neighbour's tree. This should only be used if, having previously verbally… Read more
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Short description: If previous attempts to resolve a problem with a noisy neighbour have failed, you can use this document to send a letter to the local authority responsible for noise complaints. You should have already… Read more
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Short description: Use this letter to request that a neighbour trim the branches of a tree or plant which overhangs your property. Before using this letter, you should check with your local authority to ensure that there is… Read more
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Short description: Use this document to send a letter of objection to a neighbour's proposed extension. The letter will allow you to object to the development on the ground(s) that you object to the purpose, the nature and… Read more
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Product name: Neighbour disputes (pack)Short description: Property, privacy and boundary issues make up the vast majority of concerns that people have with their neighbors. Most neighborhood disputes can be easily resolved through discussion, or in the worst… Read more
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Short description: Use this letter to request a neighbour to prune a tree or plant which is obstructing light to one of your windows. Read more
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Short description: Use this letter to demand that an individual stops trespassing on your property. Before using this letter, you must have already asked the individual to stop trespassing on your property and they must… Read more
Holiday and travel
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Product name: Complaint about lost luggageShort description: Use this letter to seek compensation for lost luggage from either the airline who lost your luggage or the tour operator who chartered your flight. You must have previously filed a Property Irregularity… Read more
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Product name: Complaint to a hotel about an unsatisfactory roomShort description: Use this letter to complain to a hotel for providing an unsatisfactory room (e.g. due to its lack of cleanliness). The letter demands that the hotel provide a full refund for the cost of the stay. In… Read more
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Short description: If a travel agent has promised you that certain amenities would be included on your holiday which were not included, you can use this letter to complain either to the travel agent directly or to their… Read more
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Product name: Demand compensation from a photograph processing companyShort description: This is a letter to a film processing company where a roll of film is given to be developed and printed. After the film has been developed, the customer finds that the negatives, while in the possession… Read more
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Product name: Holidays & travel (pack)Short description: Holidays are costly, and it can be very frustrating when things go wrong. This pack of documents provides templates for seeking redress for the most common issues that holidaymakers feel warrant… Read more
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Product name: Letter seeking compensation for train delayShort description: If you travel on a train journey which is delayed for more than an hour, use this letter to write to the train operator, requesting compensation for the delay, as offered under their Passenger's Charter… Read more
Motor vehicle complaints
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Short description: This is a letter to a garage complaining about damage caused to your vehicle whilst it was in their possession for routine servicing or repair work. The letter suggests that the garage repairs the damage… Read more
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Product name: Complaint about substandard vehicle servicingShort description: If, subsequent to having your vehicle serviced, it exhibits the same faults that the garage had confirmed as having repaired, you can use this document to generate a letter of complaint to the garage. It… Read more
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Product name: Demand a refund from a car dealer for a faulty vehicleShort description: Use this document to demand a refund from a car dealer for a vehicle that has developed one or several serious faults shortly after you purchased it from them. You should include with the letter a report… Read more
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Product name: Demand compensation from a careless driverShort description: Use this letter to demand compensation from a careless driver to cover the cost of the excess of your insurance or for any uninsured losses. After using this letter, you should proceed in small claims… Read more
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Product name: Disagreement about a motor vehicle service chargeShort description: If a garage presents you with a bill for servicing a vehicle which is much higher than the verbal estimate you were given at the time of booking the service, use this letter to complain to the garage that… Read more
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Product name: Letter to a car dealer requesting repair of a faulty carShort description: Use this document when you have been sold a faulty car to ask the dealer to repair the fault free of charge. If the dealer still refuses liability, you should obtain an independent report from an examiner… Read more
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Product name: Motor vehicle complaints (pack)Short description: Keeping your car on the road can be a costly process. This pack contains documentation enabling you to deal with all aspects of vehicle-related legal issues, complaining about poor quality of work done by… Read more
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Product name: Refuse a car dealer's denial of liabilityShort description: This is a letter refusing a car dealer’s denial of liability to repair faults found in either a new or a used car. Before using this document, you should have used our "Letter to a car dealer… Read more
Utilities
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Product name: Complaint about a bill to a telephone companyShort description: If you have received a telephone bill which is incorrect, you can use this document to send a complaint to your telephone company. The letter will itemise each charge which was incorrect and demand that… Read more
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Short description: If you believe that your gas, electricity or water meter is registering inaccurately, you can use this document to send a complaint to your utility company. Before sending this letter, you must have… Read more
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Short description: If your electricity supply has been interrupted and not reconnected under the Guaranteed Standards of Performance set by Ofgem (or in Northern Ireland, NIAUR), you can use this letter to send a complaint… Read more
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Short description: If the gas supply to your premises has been interrupted, it must be restored within the period specified under the Guaranteed Standards set by Ofgem (Office of Gas and Electricity Markets). If they are… Read more
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Product name: Complaint to water company for failure to meet standardsShort description: If your water company has failed to meet its guaranteed standards, you are entitled to compensation and can use this document to request it. This letter can be used where there has been an unplanned… Read more
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Short description: Use this document to request an official body to investigate a complaint you made to your water company in which you were unsatisfied with the response. To use this document, you should have already… Read more
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Product name: Utilities (pack)Short description: This pack provides templates for dealing with issues with the supplier of your water, gas, electricity or telephone services in the event of a fault or a failure to meet expected standards. See the… Read more
Accountants & surveyors
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Product name: Accountants & surveyors (pack)Short description: This pack contains the documentation necessary to complain directly about poor or delayed service by an accountant or surveyor, or to take the matter further and complain to the corresponding governing… Read more
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Product name: Complaint about an accountant’s poor serviceShort description: If you have employed an accountant to do some work for you, and they have not provided a satisfactory service, you can use this letter to make a complaint to them. An unsatisfactory service can relate to… Read more
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Product name: Complaint to a surveyor for an insufficient reportShort description: If you have found defects in a property that you recently purchased and these defects were not mentioned in the survey that you paid to be carried out on your property, use this letter to complain to the… Read more
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Product name: Complaint to an accountant about their delaysShort description: Use this letter if you have instructed an accountant to carry out some work for you, but they have not completed the work in a reasonable time. The document requests an explanation for the delay and… Read more
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Product name: Complaint to an accountant's governing bodyShort description: Use this document to send a letter of complaint to an accountant's governing body. To use this document you should have already sent an initial letter of complaint to your accountant and either received a… Read more
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Short description: Use this document to request mediation, conciliation or arbitration concerning a dispute you have with your accountant, e.g. a dispute over a bill or a dispute over poor advice. It is not suitable if your… Read more
Solicitors & barristers
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Product name: Complaint to the Legal Services OmbudsmanShort description: Use this letter to send a complaint to the Legal Services Ombudsman relating to a solicitor, barrister, patent agent, legal executive or licensed conveyancer. Before sending this letter, you must have… Read more
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Short description: Use this document to create an initial letter of complaint to a solicitor who has provided you with poor service. This might be because the solicitor has not done what you have instructed him/her to do… Read more
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Product name: Letter of complaint in relation to a barristerShort description: If you need to make a complaint about a barrister in relation to the provision of an inadequate service and/or professional misconduct, you can use this letter to do so. The letter will allow you to send… Read more
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Short description: If you wish to make a complaint about a licensed conveyancer, you can use this document to send a complaint letter to either the conveyancer directly or to their employer. The document notes also contain… Read more
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Short description: Use this document to create a letter to send to the Legal Complaints Service complaining about the poor service, negligence and/or misconduct of a solicitor. Before sending this letter, you should have… Read more
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Product name: Request for a solicitor to itemise chargesShort description: If a solicitor's fees are higher than what you expected, you can use this letter to request that your solicitor provide an itemised account of each of his/her charges. By having your solicitor justify… Read more
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Product name: Solicitors & barristers (pack)Short description: This pack provides documentation to deal with problems experienced with solicitors, barristers and conveyancers. The templates cover initial contact with the solicitor/barrister themselves as well as… Read more
Restaurants
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Product name: Complaint to a restaurant about unsatisfactory serviceShort description: If you have received unsatisfactory service at a restaurant, use this letter to complain to the restaurant and demand a full refund of the total bill amount. This document is suitable for use where the… Read more
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Product name: Complaint to restaurant about a booking not keptShort description: If you have booked a table at a restaurant and they have failed to provide you with the table that you have booked, you can use this letter to send a complaint. To use this document, you must have either… Read more
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Product name: Demand a refund for an unsatisfactory mealShort description: If you have been dissatisfied with the quality of a meal you ate at a restaurant, use this letter to make a complaint to the restaurant and demand a refund for the total cost of the bill. This document is… Read more
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Product name: Restaurants (pack)Short description: This pack will enable you to contact a restaurant in relation seeking recompense if you are unsatisfied with your experience – that’s due to poor service, a booking they have failed to honour… Read more
Other complaints and requests
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Short description: If you have employed a removal company who has damaged one or more items whilst moving, you can use this letter to demand compensation. The letter will allow you to seek a repair or replacement of the… Read more
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Product name: Complaint to dry cleaners about garment damageShort description: If you have taken an item to a dry cleaners (e.g. a pair of trousers), and during the cleaning process, they have caused damage to the item, you are entitled to claim compensation for this damage. Under… Read more
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Product name: Complaint to insurer about rejection of claimShort description: Where an insurance company has rejected a claim and you believe that this is a mistake, you can use this document to raise a complaint. This letter will initiate the insurer's formal complaints procedure… Read more
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Product name: Demand for repayment of rent depositShort description: Use this letter to demand that your landlord repay your deposit. You should send this letter by recorded delivery post and keep a copy for your own records, so that you can prove that your landlord… Read more
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Product name: Letter giving a bank authority to release informationShort description: This is a letter to your bank giving them permission to disclose information about your account to a third party. Read more
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Product name: Letter notifying change of addressShort description: As an individual or a business, use this letter to give notice of a change of address to a third party. The document is suitable for use whether or not you have a contractual duty to notify the other… Read more
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Product name: Letter requesting access to view medical recordsShort description: If you wish to view or have copies of the medical records which are held at your doctor's surgery, you can use this letter to make a formal request. It is necessary to make this request in writing. You… Read more
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Short description: If your insurance company has refused to accept a claim that you have made under your insurance policy on the grounds that the damage was caused by an event that is not covered by your insurance policy… Read more