Formal Complaint Letter to a Company (Canada)
When phone calls and emails have not resolved your issue, a formal complaint letter is the next step. A properly structured letter creates a documented paper trail, sets clear expectations, and positions you for escalation if needed.
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
Example Snippet
Preview only - not a complete template
"Dear [Company Name],
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)] but the matter remains unresolved.
I am requesting [specific resolution] and ask that you respond within 14 business days of this letter..."
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)
- 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.
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Common Situations for Formal Complaints
Company Ignores You
When calls and emails go unanswered
Bank Unfair Charges
Dispute incorrect or excessive bank fees
Refund for Services Not Provided
Request refund for undelivered services
Credit Card Disputes
Dispute unauthorized or incorrect charges
Landlord Repairs
Unresolved repair or maintenance issues
Second Complaint Letter
Follow up after no response
Related Next Steps
- Complaint letter when a company ignores you - When calls and emails get no response
- Second complaint letter after no response - Follow up when ignored
- All dispute letter templates - Browse by situation