Complain to Amazon
Amazon complaints about faulty, missing or misdescribed orders: the A-to-z Guarantee deadlines, Section 75 and small claims, and why no ombudsman covers Amazon.
RetailContact emails
cs-reply@amazon.co.uk
Customer Service
Public complaints often get faster responses
Common Amazon complaints
Marketplace order never arrived
An item sold and dispatched by a third-party seller that never turned up
Faulty or not as described from a seller
Damaged, defective or nothing like the listing, and the seller will not authorise a return
Return closed, or the refund came back short
A return request closed without a refund, or less money back than you paid
Charged after cancelling Prime
A renewal taken after you cancelled, or a trial that converted with no warning
Counterfeit or wrong item sent
A fake, a substitute, or somebody else’s order in your box
Know your exact situation?
Step-by-step guides for the most common Amazon disputes - the law that applies, deadlines, and a template letter for each.
Complaint escalation guide
Is there an ombudsman for Amazon?
Most high-street and online retailers are not covered by an ombudsman. If Amazon will not resolve a faulty-goods or refund complaint, your escalation route is a Section 75 claim or chargeback, then Trading Standards, then the small claims court.
How do you escalate a complaint about Amazon?
If you paid by credit card and the item cost over £100, make a Section 75 claim (or a chargeback on a debit card). Report the trader to Trading Standards through the Citizens Advice consumer helpline, and for unresolved amounts use the small claims court.
Laws that protect you
Consumer Rights Act 2015
Products must be of satisfactory quality, fit for purpose, and as described.
Consumer Contracts Regulations 2013
14-day cooling-off period for online and distance purchases.
Section 75 Protection
Credit card purchases between £100-£30,000 have joint liability protection.
Tips for Amazon complaints
- There is no ombudsman for Amazon, or for any shop. Amazon belongs to no ADR scheme, so once it says no what is left is the A-to-z Guarantee, Section 75 or a chargeback, then Trading Standards through Citizens Advice, then the small claims track.
- Amazon publishes no complaints email. Its own support page lists phone, chat and self-service through Customer Service, and the complaint route it names is Your Orders, then Problem with Order, then Request Refund.
- cs-reply@amazon.co.uk sits on Amazon’s own domain, which is the test Amazon publishes: “Approved Amazon emails contain ‘Amazon.co.uk’ and are sent from an Amazon.co.uk email address.” To be certain about any message, check Message Centre in your account. Amazon says if it is not there, Amazon did not send it.
- Marketplace order gone missing? The A-to-z Guarantee opens 3 days after the latest estimated delivery date, once you have messaged the seller and had no answer within 48 hours. For something damaged or not as described, request a return first: if the seller does not authorise it within 48 hours, the guarantee opens then.
- Claim under the A-to-z Guarantee before you go to your bank, never after. Amazon’s own terms say that if you file a chargeback or revoke a payment, you can no longer request an A-to-z refund.
- If Amazon sold and dispatched the item itself, the guarantee is beside the point and the Consumer Rights Act 2015 applies straight at Amazon: 30 days from delivery to reject a faulty item for a full refund, and for the first six months the fault is presumed to have been there all along.
- Paid more than £100 by credit card? Section 75 of the Consumer Credit Act 1974 makes your card provider jointly liable with the seller for anything between £100 and £30,000, which matters most when the seller has gone quiet.
If Amazon doesn't respond
- 1
Customer Service
No legal deadline: set yours in the letterContact the retailer’s customer service team directly
- 2
Formal Written Complaint
Send a formal complaint letter citing the Consumer Rights Act 2015
- 3
Section 75 / Chargeback
If paid by credit card (£100+), contact your bank for Section 75 protection
- 4
Contact emails
cs-reply@amazon.co.uk
Customer Service
Public complaints often get faster responses
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Frequently asked questions
Tools & guides for your Amazon complaint
Free calculators and explainers that strengthen the case you make to Amazon.
- Section 75 & chargeback checkerPaid by card? You have a secret weapon.
- Chargeback letter generatorGenerate a bank chargeback request letter.
- Delivery compensation calculatorCalculate compensation for late or failed deliveries.
- Consumer rights checkerFind the laws that back you up.
- Cooling-off period calculatorChanged your mind? You might still have time.
- Refund timeline checkerUnderstand your refund rights for faulty goods.
- Christmas order not delivered in time? Your rightsThe retailer, not the courier, must deliver. Under the Consumer Rights Act the default is 30 days, and an agreed date lets you cancel. How to get a refund before Christmas.
- Black Friday 2026: fake countdown timers and your rightsA High Court order now defines what a 'time-limited' deal means. How to spot fake timers and 'was' prices before Black Friday on 27 November, and how to get a refund.
- Owed a CMA refund? StubHub, Marks Electrical, the AAThe CMA publishes a live register of companies ordered to refund customers. Three are on it so far, £1.95m secured, and you don't have to lift a finger to get paid.
- Klarna & Clearpay complaints: your new rights from 15 July 2026BNPL comes under FCA regulation on 15 July 2026: affordability checks, real support in hardship, and Financial Ombudsman escalation. What changes and how to use it.
Not sure what the law actually entitles you to? Start with our UK consumer rights guide - refunds, faulty goods, and how to enforce your rights under the Consumer Rights Act 2015.
Work at Amazon? Reply to complaints here.
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Disclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Amazon or any of the companies listed on this site. Where an address is marked verified, we read it on Amazon’s own site or a complaint sent to it arrived. Addresses marked not verified have not been checked, and ones marked bounced do not reach Amazon. This page is for informational purposes only and does not constitute legal advice.