Gather the records that show what you agreed to, what happened, what you paid and how the company responded. Keep the original files and organize copies around the specific issue. You do not need a large attachment bundle when a few relevant records explain the problem.
Collect the essentials
Use these checkboxes while you work. Selections are not saved when you leave this page.
Official guidance: USA.gov: complaints about a company’s products or services.
Match each record to a fact
| Fact to show | Useful record | Explain why it matters |
|---|---|---|
| What you purchased | Order confirmation or contract | Identify the item, service, date and price. |
| What you expected | Relevant agreement, offer or message | Point to the particular promise at issue. |
| What happened | Bill, photo, tracking entry or dated message | Explain the difference between the record and the agreement. |
| What you have tried | Contact log and company replies | Show who responded and what remains unresolved. |
| What you want corrected | Calculation or itemized request | Distinguish the disputed amount from unrelated charges. |
Use file names you can recognize, such as “01-order-confirmation.pdf” and “02-disputed-bill.pdf.” A short index helps the reader find the relevant line or page. Do not alter original documents to make them fit your account.
Write a timeline that another person can follow
Use exact dates when the records show them. If you are unsure, say “approximately” and describe the basis for your estimate. Keep your requested follow-up date separate from a legal or company deadline.
A simple return-charge timeline
| Date | Event | Record |
|---|---|---|
| September 3 | Returned a rented device | Drop-off receipt showing device identifier |
| September 12 | Received a bill with an equipment charge | Bill with the charge highlighted in a copy |
| September 13 | Asked the provider to review the return | Chat transcript and case reference |
The example demonstrates organization only; it does not establish a return window, fee rule or entitlement.
Make copies appropriate for the destination
Keep original receipts and messages. Work from copies for your complaint packet. Retain enough context for the reader to understand a cropped screenshot; save the full original too.
A private account-verification form and a public review need different handling. Avoid posting full account numbers, payment-card information, passwords, government identifiers or unrelated personal details in public. Use the verified recipient’s secure process when it needs information to identify your account.
Official guidance: FTC: sample customer complaint letter.
If a record is missing, identify the gap
Look in your account portal, order email or bank statement for a replacement. Ask the seller or provider for a duplicate receipt or written explanation. A statement may show that you paid, but may not identify every item or agreed term.
Tell the recipient which record you could not obtain. Use the information you have without inventing dates, quotes, return confirmations or agent promises. If the issue involves a deadline, do not wait indefinitely for a perfect packet before checking the official process.
Before you send
- Can someone understand the problem from your first paragraph?
- Does each attachment support a point you actually make?
- Are the dates and amounts consistent across the letter and records?
- Have you kept copies of what you will submit?
- Do you know where the confirmation and follow-up messages will arrive?
When the packet is ready, use the complaint letter template or return to the filing guide to choose the correct destination.
Common questions
Do I need a receipt to complain?
A receipt can help, but the available alternatives and requirements depend on the company or process. Look for an order confirmation, account record or other transaction evidence and explain any missing information.
Should I send original documents?
Keep your originals. Use copies unless the verified recipient specifically instructs you otherwise and you understand the process.
Keep going
Your next useful guide
Complaint letter
Use an editable consumer complaint letter template, a fictional worked example and a sending checklist to explain your issue and requested resolution.
Start hereComplaint guide
Learn how to prepare a consumer complaint, choose a filing destination, and follow up. Includes evidence checklists, complaint templates and topic guides.
Problem guideOrder never arrived
Document an online order that never arrived, distinguish shipping delays from delivery disputes, and find the right seller, payment and consumer complaint routes.
Problem guideEquipment-return charge
Match an equipment-return charge to device identifiers, receipts and tracking. Use a checklist and example to ask your provider to investigate.
Sources and page information
Official source links checked September 23, 2026. Requirements can change; use the relevant agency’s current instructions.
- USA.gov: complaints about a company’s products or services
- FTC: sample customer complaint letter
- FTC: solving problems with a business
Prepared with AI assistance. Examples and worksheets are illustrative. This is general information, not legal advice. We do not submit complaints, determine eligibility, or guarantee a result.