Currys complaint letter: refunds, faulty goods and delivery

Having an issue with Currys? Use this ClearComplaint letter to set out the facts clearly, attach supporting evidence, and request a lawful remedy such as a refund, repair, replacement, or price reduction under UK consumer law.

When to escalate a complaint to Currys

Currys sells electrical goods both online and in-store, often bundled with delivery, installation, credit agreements, or extended warranties. Escalate in writing if store staff, online support, or repair services (including Care & Repair / extended cover plans) have not resolved your issue — particularly where the dispute concerns a faulty appliance, delayed repair, refund refusal, or delivery damage.

What this letter should achieve

• Clearly identify the purchase (order number, product name/model, price, purchase date).
• State whether the item was bought in-store, online, or via finance.
• Explain what went wrong and when the issue first appeared.
• Reference your rights under the Consumer Rights Act 2015 (goods must be of satisfactory quality, fit for purpose, and as described).
• Request a specific remedy: refund, repair, replacement, or price reduction.
• Set a reasonable deadline (7–14 days) for a written response.

Common Currys complaint themes (Retail – Electrical)

• Faulty appliances (washing machines, fridges, ovens, TVs, laptops).
• Repair delays or repeated unsuccessful repair attempts.
• Delivery damage or installation problems.
• Refund refusal within 30 days of purchase.
• Extended warranty or care plan disputes.
• Price promise or price match disagreements.

If the fault appeared within 30 days of purchase, you may be entitled to reject the goods for a full refund. If the fault appeared within 6 months, the law generally presumes the defect was present at the time of sale unless Currys can demonstrate otherwise.

What to include

• Your full name, address, email, and contact number.
• Order number or receipt reference.
• Product make, model, and serial number (if available).
• Date of purchase and date the fault first occurred.
• A short chronological timeline of events.
• Details of any repair visits, engineer reports, or replacement attempts.

Evidence: receipt/order confirmation, photos or video of the fault, engineer reports, delivery paperwork, and copies of correspondence.

How to frame your requested outcome

• If within 30 days of purchase and faulty, state clearly that you are exercising your short-term right to reject.
• If outside 30 days but within 6 months, request repair or replacement under statutory rights.
• If multiple repairs have failed, request replacement or refund.
• If additional costs were incurred (e.g. laundry services due to broken appliance), itemise them briefly.
• Request written confirmation once the remedy has been completed.

Escalation and next steps

Initial wait: Allow 7–14 days for a meaningful response.

If unresolved:

• Escalate to Currys’ central customer relations team.
• If paid by credit card (over £100), consider Section 75 protection where applicable.
• If paid by debit card, consider chargeback via your bank.
• Alternative Dispute Resolution (ADR) may be available depending on the issue.

Keep a full record of all communications, engineer visits, and reports in case further escalation becomes necessary.

Practical drafting tips

• Be concise, factual, and structured.
• Use dates and model numbers to make verification straightforward.
• Label photos clearly (e.g. “Photo 1 – error code displayed”).
• Do not return large appliances unless agreed; confirm collection arrangements in writing.
• Avoid emotional language — focus on the defect and the legal remedy.

A clear, legally grounded complaint significantly increases the probability of prompt repair, replacement, or refund without needing third-party claims services.