Commercial Complaint Letter

A commercial complaint letter reports a problem with an order, a faulty product or a service that does not match what was promised, and asks the seller to put it right.

When to send it

Send it once a problem appears and informal contact (email or phone) has not resolved it. Acting promptly helps, and a dated letter preserves your rights under the legal guarantees of conformity and against hidden defects.

What you need to know

A tracked letter (suivi) is usually enough; it gives a posting date and proof of delivery without the cost of full registered mail.
Describe the problem with dates, order or invoice numbers and what you expect (repair, replacement, exchange).
Set a reasonable deadline for a reply and keep copies of your supporting documents.
If there is no response, a formal notice (mise en demeure) is the natural next step.

How to send it

A tracked letter is recommended so you can prove you wrote and when. MaisonMail prints and posts it; you can upgrade to registered mail if the issue escalates.

Letter template

[Your name]
[Your address]
[Postcode, City]

[Customer service / Company name]
[Address]
[Service postcode, City]

[City], [Date]

Subject: Complaint — order no. [ORDER NUMBER]

Dear Sir/Madam,

I placed an order on [DATE] bearing reference no. [NUMBER] for the amount of [AMOUNT]. Upon receipt I noticed the following issues: [DESCRIPTION OF PROBLEM].

In accordance with the applicable statutory guarantee of conformity provisions, I request that you proceed to [REFUND / REPLACEMENT / REPAIR] as soon as possible.

In the absence of a response within fifteen (15) days, I reserve the right to refer the matter to the relevant authorities or to take any necessary action.

Yours faithfully,

[Signature]
[First name Last name]

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These templates are provided for guidance only. Adapt them to your situation and verify the legal requirements applicable to your procedure.

What you need to know

A tracked letter (suivi) is usually enough; it gives a posting date and proof of delivery without the cost of full registered mail.

Describe the problem with dates, order or invoice numbers and what you expect (repair, replacement, exchange).

Set a reasonable deadline for a reply and keep copies of your supporting documents.

If there is no response, a formal notice (mise en demeure) is the natural next step.

Letter template

[Your name]
[Your address]
[Postcode, City]

[Customer service / Company name]
[Address]
[Service postcode, City]

[City], [Date]

Subject: Complaint — order no. [ORDER NUMBER]

Dear Sir/Madam,

I placed an order on [DATE] bearing reference no. [NUMBER] for the amount of [AMOUNT]. Upon receipt I noticed the following issues: [DESCRIPTION OF PROBLEM].

In accordance with the applicable statutory guarantee of conformity provisions, I request that you proceed to [REFUND / REPLACEMENT / REPAIR] as soon as possible.

In the absence of a response within fifteen (15) days, I reserve the right to refer the matter to the relevant authorities or to take any necessary action.

Yours faithfully,

[Signature]
[First name Last name]