Filing a complaint
How to write a complaint letter (with free template)
A good complaint letter is short, factual and specific. Say who you are, what went wrong and when, how much it cost you, what you have already tried, and exactly what you want the company to do by a set date. Attach copies of your proof and send it in a way you can track. Use the free template below and fill in the parts in square brackets.
Why write a letter at all?
Phone calls are quick, but they leave no record you control. A written complaint:
- creates a dated record of exactly what you reported and asked for
- usually reaches someone with more authority than the first phone agent
- can start legal protections for some disputes, such as credit card billing errors, bank transfer errors, mortgage servicing errors and credit report disputes, if it goes to the right address
- gives you something to attach if you escalate to a regulator or small claims court later
What to include
- Your details: full name, address, phone, email, and the account or reference number (partly masked is fine)
- A clear subject line: for example "Complaint: overdraft fees charged in error on account ending 1234"
- What happened, in order: dates, amounts, what you expected and what actually happened
- What you have tried: calls and messages, with dates, names and reference numbers
- What you want: a specific remedy, such as a refund of an exact amount, a correction or a written explanation
- A deadline: usually 14 to 21 days
- What you will do next: calmly say you will file with the appropriate regulator if it is not resolved
- A list of attachments: copies only, never originals
Free complaint letter template
Copy this into a document, replace everything in square brackets and delete anything that does not apply.
[Your full name]
[Street address]
[City, State ZIP]
[Phone] - [Email]
[Date]
[Company name]
Attn: [Customer complaints / Disputes department / Office of the President]
[Company address from its website or your statement]
Re: Complaint about [short description of the problem]
Account or reference number: [last 4 digits, or reference number]
Dear Sir or Madam,
I am writing to complain about [the charge / fee / payment / error / account action] on my [type of account or loan] with [company name].
On [date], [describe what happened in one or two sentences]. As a result, [explain the effect: for example, I was charged $[amount], my payment was not credited, my account was frozen, or my credit report shows a late payment].
I believe this is wrong because [explain briefly: for example, I made the payment on time on [date], I did not authorize this charge, or I was told on [date] that this fee would be waived].
I have already tried to resolve this. On [date] I [called / sent a message / visited a branch] and spoke to [name, if known]. I was given reference number [number] and told [what you were told]. The problem has not been fixed.
To resolve this, I am asking you to:
1. [First remedy: for example, refund $[amount] to my account]
2. [Second remedy: for example, correct the late payment reported to the credit bureaus]
3. [Confirm in writing that this has been done]
Please respond in writing by [date, 14 to 21 days from today]. If I do not receive a satisfactory response by then, I intend to file a complaint with [the Consumer Financial Protection Bureau / my state attorney general / the appropriate regulator].
I have enclosed copies of [list documents: statements, receipts, letters, screenshots].
Thank you for your prompt attention to this matter.
Sincerely,
[Signature]
[Printed name]
Enclosures: [number] pages
Tips that make a letter work
Keep it to one page if you can
The person reading it handles many letters a day. A one-page letter with clear dates and amounts gets understood. Put long histories in an attached timeline instead.
Stay calm and factual
Being angry is natural, but insults or threats make it easier to dismiss you. "This fee was charged in error and I am asking for it to be refunded" is stronger than three paragraphs about how unfair the company is.
Ask for one clear outcome
Vague requests get vague answers. Name the amount, the correction and the date you want it by.
Protect your information
Use only the last four digits of account numbers. Never include your full Social Security number, PIN, password or one-time codes. Black out unrelated details on any statements you attach.
Where to send it
Where you send the letter matters, especially for formal disputes.
- Look for a specific address. Many companies list a separate address for billing errors, disputes, "notices of error" or "qualified written requests". These addresses are often printed on your statement. Using the right one can trigger legal deadlines the company has to meet.
- Secure message or online form. Fine for many complaints. Save a screenshot or PDF of what you sent, with the date.
- Certified mail with return receipt. Best when you need proof of delivery, such as a dispute with a debt collector or mortgage servicer.
- Email. Useful if the company accepts complaints by email, but keep a copy and do not rely on it alone for formal disputes.
Special kinds of complaint letters
Some problems have their own letter format and deadlines. If your problem fits one of these, use the specific guide:
- wrong information on your credit report: how to dispute a credit report error
- a debt you do not recognize: debt validation letter
- constant collection calls: how to stop debt collector calls
- a wrong or unauthorized card charge: how to dispute a credit card charge
- overdraft fees: overdraft fees and refunds
- mortgage payment or escrow errors: mortgage servicer problems
After you send it
- Mark your deadline on a calendar. Note the date you sent the letter and the date you asked for a reply.
- Keep everything together. Your copy of the letter, proof of sending, the delivery receipt and any reply.
- Follow up once. If the deadline passes with no reply, send a short reminder that refers to your first letter.
- Escalate. File with the CFPB, your state attorney general or the right regulator. Attach your letter and say the company did not resolve it. See how to file a complaint against a company.
If the company still does not respond, our guide on what to do if a company ignores your complaint lays out the next steps, including small claims court.
Questions and answers
Should I send a complaint letter by email or by mail?
Either can work for a general complaint. For formal disputes, such as with a debt collector, a mortgage servicer or a credit card billing error, mail to the specific address the company gives, ideally by certified mail with return receipt, so you have proof of delivery.
How long should a complaint letter be?
One page is ideal. Include the key facts, amounts, dates and what you want. Put long histories in an attached timeline.
How long should I give the company to reply?
Fourteen to 21 days is reasonable for most problems. For urgent issues, such as a frozen account or foreclosure, ask for a faster reply and escalate to a regulator at the same time.
Should I mention the CFPB or a lawyer in my letter?
It is fine to say calmly that you will file with the appropriate regulator if the problem is not resolved. Only mention a lawyer if you actually plan to consult one.
Do I need to sign the letter?
For a mailed letter, yes, sign it. For a secure message or online form, your typed name is enough.
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