How to Write a Formal Complaint Letter in Singapore that Gets Results Templates Included

We have all been there. You bought a new laptop, and the screen flickers after one week. You signed up for a gym membership, and they charged you twice. You hired a renovation contractor, and they vanished halfway.

In Singapore, we often grumble to friends but hesitate to make a formal complaint because we "don't want trouble" or think it's useless. However, Singapore has robust consumer protection laws, specifically the Lemon Law (for defective goods) and the Consumer Protection (Fair Trading) Act (CPFTA).

The key to getting a refund, exchange, or apology isn't shouting at the service staff—it's writing a clear, firm, and evidence-based formal complaint letter. This guide teaches you how to draft one that makes companies take notice.

Section 1: The Golden Rules of Complaining

Before you type, remember these principles:

1. Be Politeness but Firm: Abuse gets your letter ignored. Professionalism gets it escalated to a manager.
2. Stick to Facts: Dates, amounts, names. Avoid emotional rants ("You ruined my life!").
3. State Your Desired Outcome: Do you want a full refund? A replacement? A repair? Be specific.
4. Set a Deadline: "I expect a reply within 7 working days."

Section 2: The Structure of a Killer Complaint Letter

Your Contact Details: Name, Address, Email, Phone.

Date: [Today's Date]

Recipient Details: Manager's Name (if known) or "The Customer Service Manager," Company Name, Address.

Salutation: Dear Sir/Madam,

Subject Line: Formal Complaint regarding [Order Number / Product Name] – Request for [Refund/Exchange]

Paragraph 1: The "What Happened"

• "I am writing to formally complain about a [Product] I purchased on [Date] at your [Location/Branch]."
• "The receipt number is [Number]."

Paragraph 2: The "Problem"

• "Despite the product being less than 6 months old, it has developed a fault: [Describe fault clearly, e.g., The screen turns black intermittently]."
• "This is not due to misuse, as the item is in pristine condition."
• "I have already visited your service centre on [Date] and spoke to [Staff Name], but the issue remains unresolved."

Paragraph 3: The "Law" (The Secret Weapon)

• For Defective Goods: "Under the Consumer Protection (Fair Trading) Act (Lemon Law), goods must be of satisfactory quality and fit for purpose. Since this item failed within 6 months, it is presumed defective at the time of delivery."
• For Services: "The service provided was not carried out with reasonable care and skill."

Paragraph 4: The "Solution"

• "Therefore, I am requesting a full refund of $[Amount] / a one-to-one exchange for a new unit."
• "I am not interested in another repair as two attempts have already failed."

Paragraph 5: The "Deadline"

• "I look forward to your reply within 7 working days (by [Date]). If I do not receive a satisfactory response, I will have no choice but to lodge a formal complaint with the Consumers Association of Singapore (CASE) and the Small Claims Tribunals."

Sign-off:

Yours faithfully,

[Your Name]

[Signature]

Section 3: Template 1 - Faulty Electronic Product (Lemon Law)

Use this for phones, laptops, appliances that break within 6 months.

Subject: DEFECTIVE PRODUCT – IPHONE 15 PRO – ORDER #12345

Dear Customer Service Manager,

I purchased an iPhone 15 Pro from your Orchard Road outlet on 15 Jan 2025.

On 20 Jan 2025, the phone began overheating and shutting down. I brought it to your service centre, but they claimed "no fault found." The issue persists.

Under the Lemon Law provisions in the Consumer Protection (Fair Trading) Act, I am entitled to a repair or replacement for defective goods. As the product is effectively unusable, I am requesting an immediate replacement unit.

Please contact me by [Date] to arrange the exchange.

Sincerely,

[Your Name]

Section 4: Template 2 - Service Failure (Renovation/Contractor)

Use this for bad workmanship or delays.

Subject: BREACH OF CONTRACT – RENOVATION AT [ADDRESS]

Dear Mr. Tan (Contractor),

I refer to our renovation contract dated [Date].

The works were scheduled to be completed by [Date]. It is now [Date + 2 weeks], and the kitchen carpentry is still incomplete. Furthermore, the tiles in the master bathroom are cracked.

This delay and poor workmanship constitute a breach of our agreement.

I require you to complete the outstanding works and rectify the defects by [New Deadline]. Failing which, I will engage a third-party contractor to finish the job and deduct the cost from your final payment.

Regards,

[Your Name]

Section 5: What if They Ignore You? (Escalation)

If the letter doesn't work after 7-14 days:

1. CASE (Consumers Association of Singapore): File a complaint online. They can mediate. (Note: Membership fee applies).
2. Small Claims Tribunals (SCT): For claims up to $20,000 (or $30,000 with consent). It is cheap ($10 fee) and you represent yourself (no lawyers).
3. Social Media: Posting a polite but factual account on their Facebook page often gets a faster response than an email.

Conclusion

Writing a formal complaint letter is empowering. It shifts the dynamic from "helpless customer" to "informed consumer." By using the templates above and citing the Lemon Law, you signal to the company that you know your rights and are prepared to defend them. In Singapore's fair trading environment, the pen (or email) is truly mightier than the sword.