Pre-Action Protocol Letter — Consumer Claim
A formal letter before action for consumer disputes, satisfying the Pre-Action Protocol for Debt Claims and Practice Direction — Pre-Action Conduct.
This template was not drafted by a solicitor.
It is an editorial reference based on the official sources we cite. You are responsible for any document you send. For high-stakes matters (court proceedings, large sums, deportation, criminal allegations, child welfare), have a regulated solicitor review or draft your document.
When to use this template
Use this letter before commencing county court proceedings over a consumer dispute — for example, faulty goods, a service not delivered, or a trader who has refused to refund you. Courts expect parties to have attempted resolution before issuing a claim. Sending this letter demonstrates compliance with Practice Direction — Pre-Action Conduct and gives the other side a final opportunity to settle.
When NOT to use this template
Do not use this letter for employment disputes, personal injury claims, or housing disrepair claims — those have their own specific pre-action protocols. Do not send it if court proceedings have already been issued.
Legal Basis
Practice Direction — Pre-Action Conduct and Protocols (Civil Procedure Rules); Consumer Rights Act 2015 ss.9–17 (goods) and ss.49–57 (services); Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; Small Claims Track limit £10,000.
Before you send
- Setting a deadline shorter than 14 days — courts expect a reasonable period, usually 14–30 days
- Not specifying the exact remedy sought (refund, replacement, repair, or damages)
- Failing to attach or reference supporting evidence such as receipts, photographs, or correspondence
Common Mistakes to Avoid
- ✗Setting a deadline shorter than 14 days — courts expect a reasonable period, usually 14–30 days
- ✗Not specifying the exact remedy sought (refund, replacement, repair, or damages)
- ✗Failing to attach or reference supporting evidence such as receipts, photographs, or correspondence
- ✗Addressing the letter to a trading name rather than the registered legal entity
- ✗Omitting the amount claimed — vague demands are harder to enforce and less persuasive
Build Your Letter
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Letter preview
[YOUR FULL NAME] [YOUR ADDRESS] [YOUR EMAIL ADDRESS] [DATE OF LETTER] [TRADER / COMPANY NAME] [TRADER'S REGISTERED ADDRESS] --- Dear Sir or Madam, **LETTER BEFORE ACTION — [SUBJECT OF CLAIM (BRIEF TITLE)]** I am writing to you in accordance with Practice Direction — Pre-Action Conduct and Protocols of the Civil Procedure Rules 1998. This letter constitutes formal notice before I commence proceedings in the County Court. **The Dispute** On [DATE OF PURCHASE / CONTRACT] I [WHAT YOU BOUGHT OR CONTRACTED FOR] from you for the sum of £[AMOUNT PAID (£)] (reference: [ORDER / INVOICE REFERENCE]). Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described (s.9–11), and services must be performed with reasonable care and skill (s.49). [DESCRIPTION OF THE FAULT OR BREACH] I have attempted to resolve this matter by [HOW YOU PREVIOUSLY TRIED TO RESOLVE THIS] on [DATE(S) OF PREVIOUS CONTACT], without success. **My Claim** I am claiming the sum of £[TOTAL AMOUNT CLAIMED (£)] comprising: - [BREAKDOWN OF SUM CLAIMED] **What I Require** I require you to [REMEDY YOU ARE SEEKING] within **14 days** of the date of this letter (by [RESPONSE DEADLINE DATE (14 DAYS FROM TODAY)]). **If You Do Not Respond** If I do not receive a satisfactory response by [RESPONSE DEADLINE DATE (14 DAYS FROM TODAY)], I will issue a claim in the County Court without further notice. I will also draw the court's attention to this letter and to any unreasonable failure on your part to engage in pre-action correspondence, which may be taken into account when costs are assessed. I am also aware of my right to raise a complaint with [RELEVANT ADR SCHEME (IF KNOWN)] and / or Trading Standards. Please treat this letter as urgent. Yours faithfully, [YOUR FULL NAME] *Enc: copies of relevant documents*
Unfilled fields appear as [FIELD NAME]. Review the letter carefully before sending. This template is a starting point — adapt it to your specific circumstances.