For complaints about UK and EU companies·Free to start·No card
Consumer Rights Act 2015 · s.9 satisfactory quality
NoReply/Cases/Alderwick & Vine
DraftingSentReply in
Alderwick & Vine
Claim £849
What went wrong?
sofa from Alderwick & Vine arrived with a split frame. £849. sent 3 emails, every one says “we’ll get back to you”
Your letter, drafted
Complaint: faulty sofa, order AV-20418
On 12 June you delivered a sofa (order AV-20418, £849) with a split frame. I have emailed three times since. Under the Consumer Rights Act 2015 it is not of satisfactory quality, and I am rejecting it for a full refund.
£849£849
SofaSofa
Faulty on deliveryFaulty on delivery
12 June12 June
Charlie: Right, let’s see what we’re working with.Charlie: Here we go - the Consumer Rights Act’s going to be your friend here.Charlie: See? They can move fast when they want to.
ToFinding the complaints address…complaints@alderwickandvine.co.ukVerified
Send complaint
Their reply comes back hereDay 10 of 56Day 1 of 56Day 10 of 56
9 days later
From Alderwick & Vine
Sorry about the frame. We will collect the sofa this week and refund the £849 in full.
An example case. The companies in it are made up.
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You keep all of it.
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The letter is free.
Read it, edit it, send it yourself. You only pay if you want us to send it and keep on at them.
The median, counting the time it takes to sort out. Small enough to shrug off, which is the point.
02 / 04
7
problems a year, on average, for everyone who had one
More than one every two months.
03 / 04
£71.2bn
lost by UK consumers in that year
What they paid, less what they got back, plus the time it cost them.
04 / 04
5%
of the problems people chased went to a dispute service or ombudsman
Around 19 in every 20 stopped short of it.
How it works
From your first rant to their reply.
01 Tell us
Tell us what happened
Tell it your way, typos and all. We pull out what it cost, what went wrong and when, then tell you which law backs you and how strong your case looks.
NoReply/Cases/Alderwick & Vine
DraftingSentReply in
Alderwick & Vine
Claim £849
What went wrong?
sofa from Alderwick & Vine arrived with a split frame. £849. sent 3 emails, every one says “we’ll get back to you”
Your letter, drafted
Complaint: faulty sofa, order AV-20418
On 12 June you delivered a sofa (order AV-20418, £849) with a split frame. I have emailed three times since. Under the Consumer Rights Act 2015 it is not of satisfactory quality, and I am rejecting it for a full refund.
£849£849
SofaSofa
Faulty on deliveryFaulty on delivery
12 June12 June
Charlie: Right, let’s see what we’re working with.Charlie: Here we go - the Consumer Rights Act’s going to be your friend here.Charlie: See? They can move fast when they want to.
ToFinding the complaints address…complaints@alderwickandvine.co.ukVerified
Send complaint
Their reply comes back hereDay 10 of 56Day 1 of 56Day 10 of 56
9 days later
From Alderwick & Vine
Sorry about the frame. We will collect the sofa this week and refund the £849 in full.
02 We write it
We write it
It opens with the facts and cites the law, not with how disappointed you are. We find the complaints address and say whether we have verified it. You read every word before anything goes.
NoReply/Cases/Alderwick & Vine
DraftingSentReply in
Alderwick & Vine
Claim £849
What went wrong?
sofa from Alderwick & Vine arrived with a split frame. £849. sent 3 emails, every one says “we’ll get back to you”
Your letter, drafted
Complaint: faulty sofa, order AV-20418
On 12 June you delivered a sofa (order AV-20418, £849) with a split frame. I have emailed three times since. Under the Consumer Rights Act 2015 it is not of satisfactory quality, and I am rejecting it for a full refund.
£849£849
SofaSofa
Faulty on deliveryFaulty on delivery
12 June12 June
Charlie: Right, let’s see what we’re working with.Charlie: Here we go - the Consumer Rights Act’s going to be your friend here.Charlie: See? They can move fast when they want to.
ToFinding the complaints address…complaints@alderwickandvine.co.ukVerified
Send complaint
Their reply comes back hereDay 10 of 56Day 1 of 56Day 10 of 56
9 days later
From Alderwick & Vine
Sorry about the frame. We will collect the sofa this week and refund the £849 in full.
03 They reply
They reply
Send it from NoReply and their reply lands on your case. The eight week clock starts the day it goes, and if they let it run out, the next step is ready: the ombudsman, where there is one.
Sent 19 June · the eight weeks run to 14 August
NoReply/Cases/Alderwick & Vine
DraftingSentReply in
Alderwick & Vine
Claim £849
What went wrong?
sofa from Alderwick & Vine arrived with a split frame. £849. sent 3 emails, every one says “we’ll get back to you”
Your letter, drafted
Complaint: faulty sofa, order AV-20418
On 12 June you delivered a sofa (order AV-20418, £849) with a split frame. I have emailed three times since. Under the Consumer Rights Act 2015 it is not of satisfactory quality, and I am rejecting it for a full refund.
£849£849
SofaSofa
Faulty on deliveryFaulty on delivery
12 June12 June
Charlie: Right, let’s see what we’re working with.Charlie: Here we go - the Consumer Rights Act’s going to be your friend here.Charlie: See? They can move fast when they want to.
ToFinding the complaints address…complaints@alderwickandvine.co.ukVerified
Send complaint
Their reply comes back hereDay 10 of 56Day 1 of 56Day 10 of 56
9 days later
From Alderwick & Vine
Sorry about the frame. We will collect the sofa this week and refund the £849 in full.
Charlie, the case assistant
The friend who read the small print.
Ask in plain English. Charlie gives you a straight answer, points you to the right free tool, or starts a case with what you have already said. Charlie comes with every account.
My flight from Manchester landed 5 hours late. What am I owed?
Unless the airline can show extraordinary circumstances, UK261 sets it by distance: £220 up to 1,500 km, £350 up to 3,500 km, £520 beyond.
Bad weather usually lets them off. A technical fault usually does not. Where were you flying to?
It was Tenerife
Draft the letter for me
What if they refuse?
Ask Charlie about your consumer rights…
People who refused to be ignored
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SSade T.Booking.com · £122.91 refunded
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JJamesFounder. Got the £600 back first, then built NoReply.
What it does
The three dull jobs, done for you.
Finding the address, the law and the deadline is where most people give up. NoReply does all three, so your complaint lands in the right place, says the right thing, and nobody loses track of the clock.
It finds where to send it.
The complaints address from the company’s own site, and a straight answer on whether we have verified it. Only a web form? You get the form, with the letter ready to paste.
When we cannot vouch for an address, we tell you before anything is sent. Example companies, not real ones.
It cites the law that fits.
Faulty goods, a late flight, a service that never turned up: the letter names the right UK or EU law for it, so the company reads a rule rather than a request.
Consumer Rights Act 2015 · s.9 satisfactory quality
Your letter, drafted
Complaint: faulty sofa, order AV-20418
On 12 June you delivered a sofa (order AV-20418, £849) with a split frame. I have emailed three times since. Under the Consumer Rights Act 2015 it is not of satisfactory quality, and I am rejecting it for a full refund.
Consumer Rights Act 2015
UK261 flight compensation
Consumer Contracts Regulations 2013
Package Travel Regulations 2018
It keeps the clock.
Send it from NoReply and the eight weeks start counting, with their reply landing on your case. Nothing back after a week? A chaser goes for you. When the eight weeks are up, the next step is ready.
Most ombudsmen will look at a complaint after eight weeks, or sooner with a deadlock letter.
The eight week clock
Day 5 of 56
Day 1
Sent
Day 8
No reply yet? The chaser goes, by default
Day 56
Eight weeks: the next step unlocks
Your letter is free.
Your first send is on us.
A send means we put it in front of them, their reply lands on your case, and we run the clock and the chaser. After that, a send costs:
