How to complain to a business
How do you complain to a business?
- If you have a problem with a product or service you bought, talk directly to the business first. You can resolve most issues this way.
- If you cannot resolve the issue directly, make a formal complaint in writing.
- If making a formal complaint does not solve your issue, you can use the small claims procedure for claims up to €2000 or less.
If your issue is in relation to a financial services firm, a financial adviser or a pensions administrator, the steps to resolve your issue may be different. Visit our section on how to make a complaint about a financial services provider.
How do you make a formal complaint to a business?
Making a formal complaint to the business in writing is the next step if you cannot solve your issue directly.
You can use our template letters to make your complaint to the business. Find complaint letter templates and guidance on how to make formal complaint on the complaint letter templates page.
If you prefer to write your own letter or email, you should include:
- The date of your complaint
- Your contact details
- The company name
- Details of what you purchased and your order or reference number
- Date of purchase
- Copy of your receipt
- Details of the problem
- How you want the business to resolve the problem
You can also check if the company has a complaint process you can follow.
How much time can a business take to respond to a complaint?
This varies by the type of business, and many businesses have their own internal policies for dealing with complaints. You should not have to wait an unreasonable amount of time.
Businesses in certain sectors have regulations about the time in which the must respond to a complaint. For example telecommunications companies must respond to a complaint within 10 working days according to ComReg's regulations.
What can you do if the business does not respond to your complaint?
If you have complained to a business and they have not responded to you, or if you are not happy with their response, there are other actions you can take.
Escalate the issue
You can send another formal complaint letter, explaining your dissatisfaction and highlighting further action you will take, such as the small claims court.
Start a small claims court procedure
You can start a small claims court procedure if you have not received a response to the business or of they will not provide a satisficatory solution to your problem.
Chargeback on debit/credit card purchases
If you paid with a debit/credit card you may be able to do a chargeback and should contact your bank or card provider to find out more.
Complain to a finance company
If you bought an item using finance organised by a shop or car dealer, you may also be able to complain to the finance company. For example, if you bought a car with PCP organised by the dealer, the finance company is responsible for resolving any issues. Check the terms and conditions of your finance agreement for details of the finance company and how to contact them.
How do you complain about a business to the CCPC?
If you believe an Irish based business has breached your consumer rights, you ca submit a complaint to us on our report a busness page.
The Competition and Consumer Protection Commission (CCPC) does not act on behalf of individual consumers. However, your reports are important to let us know where we need to take action.
In certain sectors, including telecoms, financial services and utilities, other state bodies may be able to support you further with your issue. This could include information, advice and/or intervention depending on your circumstances. You can read the full list of other authorities for more information.
What are your legal options when resolving a complaint with a business?
The small claims procedure can help you resolve a dispute with an Irish business for claims up to €2,000, generally without using a solicitor. The small claims procedure is managed by your local district court and has an application fee of €25. Read more about the small claims procedure.
You can use the European small claims procedure to make claims up to €5,000 against businesses in other EU countries (except Denmark). Learn more about the European Small Claims Procedure.
If your complaint against a business is for a product or service where the amount you wish to claim is over €2000 (for Irish small claims) or €5,000 (for EU small claims) you may need independent legal advice to assess your options.
Where can you get help to resolve a dispute with a business?
In some situations, you can use an Alternative Dispute Resolution (ADR) body to help you to solve the problem. ADR bodies can help you and the business settle the dispute without you having to go to court. See a list of ADR bodies that are registered to operate in Ireland and find out more on our Alternative Dispute Resolution page.
You can also use Alternative Dispute Resolution within the EU, if the business you bought from is in the EU. Learn more on the European Commission's Consumer Redress website.
What if you have a complaint with about a product or service you bought in the EU?
The European Consumer Centre Ireland (ECC Ireland) is a separate dedicated service that helps consumers who are having issues with a business in another EU country, Iceland, Norway or the UK.
ECC Ireland has consumer information about your rights for shopping and travelling in the EU. They also provide complaint letter templates to help you when making your complaint.
If you have complained to a business in the EU, Iceland, Norway or the UK and are unhappy with the response, you can make a complaint to ECC Ireland. You will need to submit proof of purchase and details of your formal complaint to the business. ECC Ireland will then look at your complaint and, if they think you have a case, will contact the European Consumer Centre in the country where the business is based to mediate on your behalf. If it is not possible to mediate in your complaint, you will receive information about any alternative options you have.
What if you have a complaint about a business that is based outside the EU or UK?
If you buy something from outside the EU, you may find it more difficult to resolve the matter. Outside of the EU, Norway, Iceland and the UK, your rights may be limited.
If you paid with a debit/credit card you may be able to do a chargeback and should contact your bank or card provider to find out more.
Most countries will have a consumer body who may be able to provide information on how to resolve your specific issue. The International Consumer Protection and Enforcement Network (ICPEN) has a list of many of these bodies.
There may also be legal remedies available to you. You should seek independent legal advice if this is something you would like to pursue further.
How can the European Consumer Centre Ireland help you?
The European Consumer Centre Ireland (ECC Ireland) is a service provided by the CCPC to help consumers if they have a problem with a business in another EU country, Iceland, Norway or the UK. ECC-IE provides information about your rights when shopping and travelling in the EU, as well as complaint letter templates.
Learn more
