How long should I give the trader to respond?

You should set a deadline of 14 to 30 days, as courts expect a reasonable period. Setting a deadline shorter than 14 days is a common mistake. You must also specify the exact remedy sought, attach supporting evidence like receipts, and address the letter to the registered legal entity rather than a trading name.

What details must be included in the letter?

You must specify the exact remedy you are seeking, such as a refund, replacement, repair, or damages. You should also include the total amount claimed with a breakdown, and attach or reference supporting evidence such as receipts, photographs, or previous correspondence. Vague demands are harder to enforce and less persuasive.

What happens if the trader ignores my letter?

If you do not receive a satisfactory response by the deadline, you can issue a claim in the County Court without further notice. You will draw the court's attention to the letter and any unreasonable failure to engage, which may affect costs. You may also raise a complaint with a relevant ADR scheme or Trading Standards.

Which laws apply to this type of consumer claim?

The letter references the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose, and as described, and services to be performed with reasonable care and skill. It also cites the Civil Procedure Rules regarding pre-action conduct. The Small Claims Track limit is £10,000.

← All Templates

Legal Proceedings

Civil Litigation

Updated 2026-05-16

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

Fill in your details

Complete the fields below. Required fields are marked with *.

Your full name*

Your address*

Your email address*

Date of letter*

Trader / company name*

Trader's registered address*

Subject of claim (brief title)*

Date of purchase / contract*

What you bought or contracted for*

Amount paid (£)*

Description of the fault or breach*

How you previously tried to resolve this*

Date(s) of previous contact*

Total amount claimed (£)*

Breakdown of sum claimed*

Remedy you are seeking*

Response deadline date (14 days from today)*

Optional fields

Order / invoice reference

Relevant ADR scheme (if known)

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.

Related Guides

Small Claims Court

Related Rights

Official Resources

Gov.uk — Make a Court Claim (Money Claim Online) →Civil Procedure Rules — Pre-Action Conduct PD →Citizens Advice — Letter Before Action →

Frequently asked questions

What is a pre-action protocol letter for a consumer claim?: This letter is used for consumer disputes, such as faulty goods, undelivered services, or refused refunds, before starting county court proceedings. It satisfies the Pre-Action Protocol for Debt Claims and Practice Direction — Pre-Action Conduct. You should not use it for employment, personal injury, or housing disrepair claims, or if court proceedings have already been issued.
Why do I need to send a letter before action?: Courts expect parties to attempt 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. It also warns that unreasonable failure to engage in pre-action correspondence may be taken into account when costs are assessed.
How long should I give the trader to respond?: You should set a deadline of 14 to 30 days, as courts expect a reasonable period. Setting a deadline shorter than 14 days is a common mistake. You must also specify the exact remedy sought, attach supporting evidence like receipts, and address the letter to the registered legal entity rather than a trading name.
What details must be included in the letter?: You must specify the exact remedy you are seeking, such as a refund, replacement, repair, or damages. You should also include the total amount claimed with a breakdown, and attach or reference supporting evidence such as receipts, photographs, or previous correspondence. Vague demands are harder to enforce and less persuasive.
What happens if the trader ignores my letter?: If you do not receive a satisfactory response by the deadline, you can issue a claim in the County Court without further notice. You will draw the court's attention to the letter and any unreasonable failure to engage, which may affect costs. You may also raise a complaint with a relevant ADR scheme or Trading Standards.
Which laws apply to this type of consumer claim?: The letter references the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose, and as described, and services to be performed with reasonable care and skill. It also cites the Civil Procedure Rules regarding pre-action conduct. The Small Claims Track limit is £10,000.