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Sample letters
In this section you can find - structured by topic - a range of sample letters of complaint you can download, fill in, adapt and send to the company which causes you difficulties.Please read the instructions carefully, and make sure you choose the correct letter applying to your situation (using the wrong sample letter might do more harm than good!)
If you have any doubts in this regard, please contact the European Consumer Centre (you can find the contact address on every sample letter).
Air Travel
Cancellation
If your flight from an airport located in the territory of a Member State or from a third country to a Member State if the air carrier that operates the flight has an European licence, is cancelled, this is the sample letter you can use to claim your compensation.Compensation in Case of Overbooking
This sample letter applies to passengers who are left behind because of 'Overbooking', provided that it concerns a flight from an airport located in the territory of a Member State or from a third country to a Member State if the air carrier that operates the flight has an European licence.Right of Compensation because of Delays
A sample letter to claim the reimbursement of the ticket price or material damages like expenses for or taxi, accommodation, food etc. in case of delays.Destruction, Loss, Damage or Delay of Baggage
When your baggage is lost, damaged or delayed during the transport you can make use of this sample letter.Package Tours
Complaints (Art. 98 Decree substituting Law 206/2005- Consumer Code)
The regulations of decree substituting law no 206 of the year 2005 concern the complaints regarding package tours (packages with more than two services, e.g. flight and accommodation). The letter of complaint should enclose photographs which clearly show the situation. In addition to a refund of the material damage (additional costs, missing services) you can claim a compensation for missed pleasure of holiday stay. Here is the sample letter.Sample letter complain package tours
Withdrawal from Package Tours because of Essential Changes in the Tour Program
If essential elements in the program of a package tour are changed before the start of the journey the consumer has the right to withdraw without costs from the package tour within 2 workdays and to ask compensation or to book an alternative package tour without additional costs.Sample letter essential changes in programm
Withdrawal from Travel Contract because of Extraordinary Circumstances
If any extraordinary event (natural catastrophe, ban of entry or similar) makes the travel impossible, the consumer has got the possibility to ask back the full price.Attention: the withdrawal from the travel contract without costs is only possible if there is an essential, officially confirmed danger or if the promised tour is not possible anymore because of extraordinary circumstances.
Sample letters extraordinary circumstances
Claim of Insurance Protection for Withdrawal
If a consumer is no longer able to take part in a journey because of certain reasons (sickness, death, pregnancy...) and a special insurance for withdrawal was made in advance which covers the specific reason, he/she can withdraw from the contract without costs. The event must be immediately reported to the travel agency and the insurance company. Here is the sample letter.Hotels
Liability of the Hotel Keeper
Under art. 1783 of the Civil Code, hotel-keepers in Italy are liable for any damage to, destruction or loss of property brought by clients to the hotel.Hotel-keepers are liable for: property which is at the hotel during the time of the stay; property for which the hotel-keeper takes custody outside the hotel for the duration of the stay and property for which the hotel-keeper takes custody either inside or outside of the hotel, for a reasonable time before or after the duration of the stay.
Liability is limited to the value of what has been damaged, destroyed or lost, up to a value of hundred times the daily charge for the hotel room. Liability is unlimited when the property has been deposited with the hotel-keeper, or when the hotel-keeper has refused to receive property which he is obliged to receive for safe custody. Liability is also unlimited if the damage to, destruction or loss are caused by the hotel-keeper himself.
In any case, the consumer must report immediately any damages to the hotel-keeper.
Sample Letter Liability of the Hotel Keeper
Doorstep and Distance Selling
DOORSTEP SELLING: Withdrawal from a Contract (within 10 Business Days)
You have bought something away from business premises (i.e. at your home, on a trade fair etc.): In Italy you have the right to withdraw from the contract within a period of 10 business days from the date of purchase without giving any reason.Sample Letter Withdrawal Doorstep Selling
DISTANCE CONTRACT: Notification of Withdrawal (within 10 Business Days)
If you purchased a product from the Internet, a TV shop, from a supplier by telephone or from a mail-order firm you have the right to withdraw from the contract within 10 business days after receipt of the good by sending a letter by recorded delivery with notification of receipt.Sample Letter Withdrawal Distance Contract
DOORSTEP SELLING: Notification of Withdrawal from Contract within 60 Days
Applicable only if the clauses of the contract signed away from business premises contain no information about your right of withdrawal or if the information is supplied incorrectly, for example if the text concerning this right is typed with smaller fonts than the rest of the contract or if the clause of withdrawal is not separately mentioned or it is too generic or contains too little details.Sample Letter Withdrawal Doorstep Selling within 60 Days
DISTANCE SELLING: Withdrawal within 3 Months
If you bought a product by internet, a TV shop, from a supplier by telephone or from a mail-order firm and the seller did not inform you correctly about the product or your right of rescission, you can withdraw from the purchase by sending a registered letter within a period of 3 months instead of 10 days.Sample Letter Distance Selling Withdrawal within 3 Months
DOORSTEP OR DISTANCE SELLING: Complaint about Additional Expenses (Leg. Dec. No 206/2005)
You made use of your right of withdrawal according to the rules, but the company/seller is asking you to pay for additional expenses, which are neither quantified in detail nor justified in any way.Sample Letter Complaint about Additional Expenses
DOORSTEP SELLING: Rebuttal of contract because of extorted consent
Send this letter by registered mail with delivery notification if you were made to sign a form, without being informed that you were actually committing to buy goods or services by signing a contract outside commercial premises.Sample Letter Rebuttal Lack of Consent
Defective Products
Purchase of Product - Complaint because of Defective Function
You bought a product less than 24 months ago and now it is showing a defect.
You can inform the seller by word of mouth first - however, it is advisable to send this written complaint to the seller within 60 days after detecting the fault.
Attention: the legislator provides for the legal guarantee of conformity that after 6 months from the date of purchase the burden of proof lies with the consumer (this means that after six months you have to prove that the defect is due to an original fault and not to other reasons.)
Sample Letter Purchase of Product - Complaint Defective Function
Faults and Deficiencies of a Product - Several Unavailing Attempts of Repair
With the new guarantee right legislation the seller should have no more than two attempts to repair a faulty product (the law really only speaks of one try!). Should these not be successful, you can ask at first for the replacement of the product with one of the same quality or, if this is not possible anymore, the reduction of the price or even the rescission of the contract and the refund of the money.Please note: The legislation on guarantee provides that after 6 months of the date of purchase the burden of proof lies with the consumer (this means that after 6 months you have to prove that the fault was there originally and not caused by other reasons).
Sample Letter Several Unavailing Attempts of Repair
Liability of the Producer for Damages Caused by a Defective Product
This letter has to be sent within 3 years after detection of the defect.Sample Letter Liability of the Producer for Damages
Minors
Rebuttal of a contract concluded by a minor of age.Sample letter for the rebuttal of a contract concluded by a minor
Delivery
Notice to comply
Applicable when there terms and conditions of the contracts do not specify a delivery date.Sample Letter Notice to comply
Notice to comply within 15 Days
This letter should be sent if the contract has not been executed within the agreed-upon timeframe.Through the formal notice to comply the counterpart is given 15 days to execute the contract, after which deadline the contract is to be considered resolved.
Sample Letter Formal Notice to comply within 15 Days
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