Write a complaint letter to a company
Here you get simple step-by-step advice on how to write a complaint letter that gives clear answers and strengthens your rights.
Updated:
Quick summary of each heading on the page
Please note that all forms, digital applications (e-services) and some linked websites are currently in Swedish. Contact Citizen Service if you need help in English.
Write like this – step by step
- Be short and to the point. Start with a clear sentence about what the matter is about.
- Briefly describe what happened, what you want, and what you think the company should do. Divide different questions into separate paragraphs.
- Provide your contact details: name, phone number, email address, and preferably order or case number if you have one.
- Set a clear request and a reasonable deadline for response, for example two weeks.
Attach the right documents
- Make copies of receipts, contracts, order confirmations, pictures, and other documentation. Send copies and keep the originals.
- Write the date of the event and the date of your claim. Keep a copy of your letter.
Send and save proof
- Send by email or regular mail. If the company accepts fax, you can fax. Save the transmission report showing that your fax was delivered and keep the company’s fax number as proof.
- Save all correspondence and note when you sent the letter and when you received a reply.
Your rights when making a complaint (reclamation)
- If you complain within two months from when you discovered the fault, it always counts as on time.
- You can complain about goods and services for up to three years. Always keep receipts for three years.
What you can demand
- That the company fixes the fault or delivers a fault-free product.
- A price reduction if the fault remains, or cancellation of the purchase if the fault is substantial.
- Compensation for costs caused by the fault.
- You may withhold as much of the payment as corresponds to your claim.
Cancel purchases made at a distance
- For purchases made at a distance, such as online or by phone, you have the right to cancel within fourteen days. This does not apply to purchases in physical stores.
If the company does not respond or delays
- Companies must respond as soon as possible. If a complaint is not handled within a reasonable time, you can send a written reminder and refer to your rights.
- For certain trips, special response times apply. For delayed or cancelled bus and train trips, you must receive a response within thirty days.
Example template for a letter
Do you want to access a specific document? Contact Citizen Service, and we will help you retrieve and read the full document.
Contact
Consumer advisor
E-mail: konsument@boden.se
Phone: +46 921 620 00