Formal Complaint Letter to a Canadian Business

When phone calls and emails have not resolved your issue, a formal written complaint is the next step. Use this free template to send a professional complaint letter to any Canadian business. The letter sets a clear deadline, documents your attempts to resolve the dispute, and positions you for escalation if needed. Generate a customized version and download it as a PDF — no account required.

Generate your customized letter below.

[Your Name]
[Your Address]
[City, Province, Postal Code]
[Your Email]
[Date]

[Company Name]
[Company Address or Customer Service Department]

Subject: Formal Complaint – [Account/Reference Number]

Dear Sir or Madam,

I am writing to formally register a complaint regarding [brief description of issue]. My account number is [number] and this issue first occurred on [date].

I previously contacted your company on [date(s)] by [phone/email/in-person] but the matter remains unresolved.

Summary of facts:
- On [date], [describe the initial problem or transaction]
- [Describe what went wrong or what was not delivered]
- [Describe any previous attempts to resolve and the company's response]

Requested resolution:
I am requesting [specific resolution: refund, credit, repair, contract cancellation, etc.] within 14 business days of this letter. If I do not receive a satisfactory response, I intend to escalate this matter to [relevant regulator or ombudsman].

Attachments: [List any receipts, contracts, correspondence, or evidence enclosed]

Sincerely,
[Your Name]
                    

If your complaint is specifically about a refund, you may prefer the Refund Request Letter Canada template. For telecom billing disputes with Rogers, Bell, or Telus, see the Telecom Dispute Letter Canada which includes CCTS escalation language. For landlord repair issues, use the landlord maintenance complaint letter.

Why a Formal Letter Works

A formal complaint letter signals to the company that you are serious. Here is why this approach is effective:

• Dated documentation - Establishes when you raised the issue in writing
• Structured format - Shows professionalism and clarity
• Deadline-based - Sets a specific timeframe for response (e.g., 14 business days)
• Escalation-ready - Regulators and ombudsmen typically require written complaints before accepting cases
• Paper trail - Creates evidence you may need if the dispute continues

What to Do Next If Ignored

If the company does not respond to your formal letter:

• Wait for your deadline - Give the full 14 business days you specified
• Send a follow-up letter - Reference your original letter and note the missed deadline (see: Second Complaint Letter After No Response)
• Consider escalation - File with the relevant regulator, ombudsman, or provincial consumer protection office

Common escalation bodies in Canada include CCTS (telecom), OBSI (banking/investments), provincial consumer protection offices, and industry-specific ombudsmen.

Common Situations for Formal Complaints