How to fill in this complaint letter
- 1Date
e.g. November 12, 2026 - 2Addressed to
e.g. MR. JOEL R. TAN - 3Their position
e.g. Branch Manager - 4Company, store or office
e.g. HomeSmart Appliance Center — Fairview Branch - 5Its address
e.g. Unit 12, Fairview Terraces, Quirino Highway, Quezon City - 6Reference line
e.g. Defective refrigerator — request for replacement
Your rights as a buyer
The Consumer Act of the Philippines (RA 7394) makes the seller and the manufacturer answer for defects and for goods that do not match what was promised. A "No return, no exchange" sign does not take that away — the DTI treats it as not allowed for defective goods.
- Repair, replacement or refund — you may ask for any; say which you want.
- Keep the receipt, the warranty card, the box, and photos or videos of the defect.
- Write down every call and visit: date, the name of the person you spoke to, and what they said.
If the seller does not act
Bring this letter, the proof it was received, and your receipt to the DTI (its consumer care hotline, website or nearest provincial office). The DTI first calls both sides to a mediation; if that fails, the complaint goes to adjudication.
What to leave out
Insults, threats and posts naming the other side online. They weaken your complaint and can expose you to a libel or cyber-libel case. Keep it to the facts.
Questions people ask
Do I need to write to the store before going to the DTI?
It helps a great deal. A written complaint with proof that the store received it shows the DTI that you gave the seller the chance to fix it — and many sellers settle at this step.
How long is the warranty?
The written warranty says how long. Where there is none, the Consumer Act and the Civil Code give an implied warranty against hidden defects; ask the DTI how long it runs for your purchase.
Should I send the letter or hand it over?
Either, as long as you can prove it was received. Hand it over and have the person sign and date your copy, or send it by registered mail or courier and keep the receipt. An email copy helps, but a signed receiving copy is stronger.
How long should I give them to answer?
Five to fifteen days is usual. Long enough to be fair, short enough to show you mean it. Write the deadline as a number of days from receipt.
Is this legal advice?
No. It is a common Philippine format for a written complaint. For a serious injury, a large amount or a criminal matter, talk to a lawyer or the Public Attorney's Office (PAO).
This page explains common practice and is not legal advice. Offices set their own rules — when in doubt, call ahead or ask your notary or lawyer.