How do I write an effective complaint letter to a company?

Q: How long should the deadline I give be?

Fourteen days is common and considered reasonable by judges. In emergency situations, this can be shorter. In the case of complex problems, sometimes a little longer Be realistic: give the company enough time to respond, but also not endlessly.

An effective complaint letter is short, clear and businesslike. You describe what went wrong, what you expect and give a reasonable deadline. A good letter increases the chance of a solution and is important if you later go to court or a dispute committee.

Last checked: March 2026. Legal information may change — always check the current legislation on wetten.nl.

What does the law say?

A complaint letter is more than an angry letter. From a legal point of view, it is often a so-called notice of default. This is an official notification to a company that they are not fulfilling their obligations. Such a letter is crucial if you want to get justice later.

The Civil Code states that a debtor — in this case the company — must be officially in default before you can take further steps. See the Civil Code for the exact provision on default and notice of default. Without this letter, you will be much weaker legally.

Did you buy something that wasn't right? Then you as a consumer are entitled to repair, replacement or your money back. This follows from Section 7:21 of the Dutch Civil Code (check this article for laws. en for the most current version). The seller is obliged to deliver a product that complies with the agreement. If the product does not, lawyers speak of non-conformity — simply put: the product is not what you should expect.

Similar protection also applies to services. See the Civil Code for the exact provisions on assignment and contracting of work. A contractor or service provider must perform their work properly. If he doesn't, you have the right to give him the chance to fix it first.

Important: You must report your complaint within a reasonable time of discovering the issue. If you wait too long, you may lose your rights. Exactly what “skilled time” is depends on the situation. For consumers, this is explained broadly, but never wait longer than necessary.

A registered letter or e-mail with acknowledgement of receipt is advisable. This way you can later prove that you reported the complaint on time. That evidence can make all the difference in court or disputes committee.

When does this apply to you?

A complaint letter is useful in many situations. Think of a broken device that the store does not want to repair. Or a contractor who doesn't finish the work. Or a webshop that never delivered your order. In all these cases, a written complaint is your first step.

This applies to you if:

You have purchased a product that is broken or defective.
A service has not been performed or has been poorly performed.
A company fails to comply with an agreement or agreement.
You have suffered damage due to a company error.
Your money will be refunded after a cancellation or shortcoming.

Have you already complained verbally and it doesn't help? Then a written complaint is the next step. A verbal complaint is difficult to prove. A letter or email does.

Suppose you have bought a new washing machine that stops working after three months. The store doesn't want to do anything. Then you write a complaint letter describing the problem, refer to your proof of purchase, and demand that the washing machine be repaired or replaced. You give the store a reasonable amount of time — usually 14 days. Is the store not responding or refusing? Then you can take further steps, such as a dispute committee or the court.

Even if you are in doubt as to whether you are entitled to something, it makes sense to send a complaint letter. It costs you nothing and it shows that you take it seriously. Many companies prefer to solve the case rather than risk a formal procedure.

Please note: for minor problems, a friendly email is often enough. But for larger amounts or if you are considering legal action later, make sure your letter is legally correct.

Step-by-step plan — what can you do now?

Collect your receipts. Find your receipt, invoice, contract, or order confirmation. Take pictures of the issue. Save emails.
Write a clear description of the problem. What's wrong? When did you find out? What have you already tried?
Refer to your rights. You don't have to be a legal expert. Simply write that the product or service does not comply with the agreement.
Set a clear requirement. Do you want repair, replacement, compensation or your money back? Be specific.
Give a reasonable deadline. Fourteen days is customary. Write: “I expect a response by [date].”
Send the letter by registered mail or by e-mail with read confirmation. Always keep a copy for yourself.
Wait for the response and note the date. Is the company not responding or not satisfying? Then you can go to a dispute committee or court.

Common mistakes

Using emotional or offensive language. This backfires. Stay businesslike and factual. An angry letter is taken less seriously.
Do not make any specific demands. Don't just write that you're dissatisfied. Say exactly what you want: repair, replacement, or refund.
Do not give a deadline. Without a deadline, a company can continue to postpone. Always provide a date when you expect a response.
Do not keep proof of shipment. Send your letter by registered mail or save the shipping confirmation of your email. Otherwise, you won't be able to prove you sent the letter later.
Waiting too long to complain. Report an issue as soon as you discover it. If you wait too long, you can lose your right.

FAQ

Do I have to send a complaint letter by registered mail?

It is not mandatory, but it is wise. A registered letter gives you proof that the company has received the letter. You can also send an email with a read receipt. Always keep a copy of what you sent.

How long should the deadline I give be?

Fourteen days is customary and is considered reasonable by judges. In emergency situations, this can be shorter. In the case of complex problems, sometimes a little longer Be realistic: give the company enough time to respond, but also not endlessly.

What do I do if the company does not respond?

Then you have several options. You can engage a dispute resolution committee if it's available to your industry. You can also go to the subdistrict court for small amounts. Or you can call in a lawyer or consumer organisation. Keep all correspondence as evidence.

Can I also send a complaint letter by e-mail?

Yes, you can. An email is legally as valid as a paper letter. However, please provide a reading confirmation or send the email to an official contact address of the company. Save the email sent as evidence.

Do I need to engage a lawyer for a complaint letter?

No, that's not necessary. You can write a complaint letter yourself. Is it a large amount or a complicated situation? Then a lawyer can help to make the letter legally strong. In the event of minor problems, you can easily get started yourself.

Relevant legal articles

Article 7:21 of the Dutch Civil Code — right to repair or replacement in the event of non-conformity (check this article on wetten.nl for the most current version)
Article 7:17 of the Dutch Civil Code — conformity requirement: the product must comply with the agreement (check this article on wetten.nl for the most current version)
See the Civil Code for the exact provisions on default and notice of default
See the Civil Code for the exact provisions on compensation in the event of breach of contract

How do I write an effective complaint letter to a company? | Claim.Cafe