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PRIVATE & CONFIDENTIAL

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Dear ________,

RE: FINAL LETTER OF COMPLAINT — REFERENCE NO. ________

I refer to my earlier complaint made to ________ and write in a genuine attempt to resolve this matter directly with you before escalating it to the relevant external dispute resolution body or regulator.

1. Background to the complaint

1.1 On ________, I lodged a complaint with you concerning the following matter:

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1.2 At that time, I requested that you take the following action to resolve my complaint:

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1.3 The product, service or conduct giving rise to this complaint occurred on or about ________ and relates to ________.

2. Why the complaint remains unresolved

2.1 Notwithstanding my complaint and any subsequent correspondence, the steps taken by you to date have not satisfactorily resolved the matter. In particular:

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2.2 It now appears that no further action will be taken by you to progress or resolve this matter, leaving me with no reasonable alternative but to consider escalating my complaint.

3. My consumer and legal rights

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3.3 I confirm that I have followed your internal dispute resolution process and that this letter constitutes my final attempt to resolve the matter directly with you.

4. Resolution sought and timeframe

4.1 If you still intend to resolve my complaint, I require you to do so, and to provide me with a written response setting out your proposed resolution, within ________ days of the date of this letter.

4.2 If I do not receive a satisfactory written response from you within that time, I intend to refer this matter, without further notice to you, to the relevant external dispute resolution scheme, ombudsman or regulator, which may include:

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4.3 I may also seek any other remedy available to me at law, including in an appropriate court or tribunal.

5. Costs

5.1 I reserve the right to seek recovery of any loss, damage, costs or expenses I have incurred as a result of the matters set out in this letter, to the extent permitted by law.

6. Correspondence and contact

6.1 All correspondence in relation to this complaint should be directed to me at the address, email or telephone number set out above, quoting reference no. ________.

6.2 I enclose copies of the following documents in support of my complaint:

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I look forward to your response within the timeframe set out above.

Yours sincerely,

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