How do you write a letter to resolve an issue?

If you’ve ever stared at a blank screen wondering how to put frustration into polite but firm words, you’re not alone. Whether it’s a dispute with a supplier, confusion over a bill, or an ongoing service issue, writing a letter to resolve a problem can help you regain control and get the outcome you’re after. The trick is to be direct, clear, and solution-focused.

Here’s how to do it properly.

Why writing a letter works

In a world of quick emails and abrupt texts, a formal letter still carries weight. According to Citizens Advice UK, putting your complaint in writing makes the matter official and creates a useful paper trail if the issue escalates later on.

Source: Citizens Advice - Complain about a service

Step-by-step: How to write a strong resolution letter

1. Start with your contact details and theirs

Include your full name, address, and any reference number or account details at the top. Beneath this, add the recipient’s name, job title (if known), and company address.

2. Open politely but firmly

Begin with a clear subject line such as: Re: Issue with service dated 10 March 2025. Your opening sentence should immediately state what the issue is, and how long it’s been going on.

“I am writing to raise an issue regarding the delayed delivery of my order placed on 10 March 2025, which has not yet arrived.”

3. Describe the problem factually

Keep emotion out of it. Lay out the timeline: what happened, when, and any relevant names or reference numbers. Mention what you’ve already done to try and fix it (calls, emails, etc).

“I contacted your customer service team twice in April and once again on 2 May, but have not yet received a satisfactory response.”

4. State the impact

Let them know how the issue has affected you, financially or otherwise, but keep it reasonable and fact-based.

“This has disrupted my business schedule and resulted in additional expenses, including a last-minute courier.”

5. Suggest a resolution

This is the most important part. Tell them exactly what you want and by when. Be fair, but specific.

“I would like the item delivered by Friday 14 June, or a full refund of £238.40 issued to the original payment method.”

6. Close with intent

End on a clear note, indicating that you expect a reply and may escalate the issue if necessary. Stay civil, but don’t leave it open-ended.

“Please respond within 7 working days from the date of this letter. If I do not hear from you, I will consider contacting the ombudsman or taking further action.”

Real example from a LetterLab client

A LetterLab customer wrote to a letting agency after being charged unfair cleaning fees at the end of their tenancy. With our help, they laid out the facts, attached photos of the spotless property, and firmly requested a refund. Two weeks later, the agency apologised and refunded the full amount. No solicitor needed.

Where to go for help

If your letter doesn’t resolve the issue, don’t worry. You’ve now got documentation to take it further. Useful organisations include:

• The Ombudsman Association (www.ombudsmanassociation.org)

• Resolver UK (www.resolver.co.uk) – helps escalate consumer complaints

• Financial Ombudsman Service if it’s a money-related issue (www.financial-ombudsman.org.uk)

  
  

Need help getting the wording just right?

If you're unsure how to strike the balance between assertive and respectful, LetterLab can take the stress out of it. We specialise in writing letters that get results, from formal complaints to delicate negotiations.

We’ll help you say what needs to be said, with impact, clarity, and just the right tone.