✦ Company complaint letter guide
Next complaint letter: refunds, faulty goods and delivery
Create a structured Next complaint letter for refunds, faulty goods, missing deliveries, wrong items, warranty disputes or poor service.
Choose the problem
Start with the Next issue that matches your complaint
Retail complaints are stronger when the letter identifies the order, item, fault, contact history and remedy requested.
Faulty goods
Use this when an item is defective, broken, unsafe or not working as expected.
Start this complaint →Refund refused
Use this where a refund has been rejected, delayed or only partly offered.
Start this complaint →Item not delivered
Use this where an order never arrived or the delivery evidence is disputed.
Start this complaint →Wrong item received
Use this when the item delivered does not match the order or description.
Start this complaint →Warranty dispute
Use this where warranty cover, repair or replacement has been refused.
Start this complaint →Poor service
Use this where service was poor, ignored or unresolved.
Start this complaint →Complaint route
How a retail complaint should progress
Complain to the retailer first with the order details, fault or service issue and the specific remedy requested.
Complain to the retailer first
Give the order number, item, purchase date, problem, evidence and requested outcome.
Ask for a clear decision
If the reply is generic or delayed, ask the retailer to address the evidence and confirm its position.
Escalate if needed
If unresolved, consider payment-provider routes, any relevant ADR route or other consumer options depending on the issue.
For retail pages, the safe default is to avoid implying a single ombudsman route unless verified.
Evidence checklist
What to include for each Next complaint type
Use the checklist to make the letter specific enough for the company to investigate and respond.
| Complaint type | Evidence to include | Likely outcome to request |
|---|---|---|
| Faulty goods | Order number, purchase date, fault description, photos and previous contact. | Repair, replacement, refund or written explanation. |
| Refund refused | Order number, return request, return proof and company response. | Refund and confirmation of timescale. |
| Item not delivered | Order confirmation, tracking, delivery photo and contact history. | Refund, replacement or delivery investigation. |
| Wrong item received | Order confirmation, item photos, delivery note and correspondence. | Correct item, replacement or refund. |
| Warranty dispute | Warranty terms, purchase proof, fault report and response. | Warranty review, repair, replacement or refund. |
| Poor service | Dates, messages, store or order details and impact. | Apology, service review or practical remedy. |
- Evidence to include
- Order number, purchase date, fault description, photos and previous contact.
- Likely outcome to request
- Repair, replacement, refund or written explanation.
- Evidence to include
- Order number, return request, return proof and company response.
- Likely outcome to request
- Refund and confirmation of timescale.
- Evidence to include
- Order confirmation, tracking, delivery photo and contact history.
- Likely outcome to request
- Refund, replacement or delivery investigation.
- Evidence to include
- Order confirmation, item photos, delivery note and correspondence.
- Likely outcome to request
- Correct item, replacement or refund.
- Evidence to include
- Warranty terms, purchase proof, fault report and response.
- Likely outcome to request
- Warranty review, repair, replacement or refund.
- Evidence to include
- Dates, messages, store or order details and impact.
- Likely outcome to request
- Apology, service review or practical remedy.
Outcome request
What you can ask Next to do
The strongest complaint letters state the practical result you want, not just what went wrong.
How to complain to Next (UK)
Use this page to generate a clear complaint to Next about an order, return, refund, delivery problem, or faulty item. The most effective complaints are short, chronological, and specific about the remedy requested.
What your letter should do
- State the issue and the outcome you want (refund £X, replacement, confirmation of return, compensation).
- Provide a dated timeline (order, delivery, return, promises made, refund due date).
- List the evidence you can provide.
Evidence checklist
Attach or list: order number/receipt, tracking, return confirmation, photos where relevant, and copies of chat/email correspondence.
Escalation
If the issue is not resolved within a reasonable time, escalate in writing and consider payment-provider routes such as chargeback or Section 75 (where eligible) for non-delivery or refund disputes.
Next complaint FAQs
How do I complain to Next about a missing refund?
What if Next says my return was not received?
What law applies to faulty goods?
Related guidance
Useful next pages
Use these pages to compare complaint routes, prepare evidence and start a letter for another company.
Retail complaints
Browse other companies and complaint routes in this sector.
Open sector → GuideThe 2026 UK Consumer Complaint Index
Explore the 2026 UK consumer complaint index for insights into complaint trends across sectors. Reliable data to inform your rights and actions.
Read guide → GuideWhy most UK refund complaints fail and how to fix them (2026 guide)
Company refusing a refund? Learn why refund complaints fail, what UK law says, and how to structure a legally framed refund complaint letter that gets results.
Read guide → CompaniesFind another company
Search by sector or company and start a tailored complaint letter.
Browse companies → ToolComplaint letter generator
Start from scratch if you do not need a company-specific page.
Open generator →More routes
More useful pages for Next complaints
Compare similar company pages and read issue-specific guidance before you create your letter.
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Open company → GuideComplaint Letter for Faulty Goods After 30 Days (UK)
Retailer refusing help with faulty goods after 30 days? Learn your rights under UK consumer law and how to write a structured complaint letter that gets a response.
Read guide → GuideHow to Escalate a Complaint to the Ombudsman: a UK Step-by-Step Guide
Step-by-step guide on how to escalate a complaint to the ombudsman in the UK. Understand the process clearly and effectively.
Read guide →