Letter Before Action for a Service Not Delivered

By ClaimKit UK Editorial Team · Updated February 2026

When a service is not delivered, you can request a refund before starting a claim. A pre-action letter helps you set out the agreement, the failure to deliver, and the remedy you want.

Confirm the agreement

Summarize what you agreed to buy, the price, and the date the service should have been delivered. Reference any written terms or quotes.

Explain the breach

Describe what was not delivered and how this differs from what was agreed. Keep it factual and avoid assumptions about intent.

State the remedy

Ask for a full refund or a partial refund if some of the work was completed. Give a deadline and include payment details if relevant.

Next steps

If you do not receive payment or a reasonable response, you can file a small claims case. Your letter and evidence will support your claim.

Evidence checklist

Invoice or order confirmation
Contract or written quote
Proof of payment
Emails or messages about delivery dates
Photos or records showing work was not completed

Common mistakes to avoid

Not explaining what was agreed and when
Asking for a vague outcome rather than a specific amount
Leaving out payment evidence

FAQs

Should I ask for a refund or completion?

Ask for the outcome you want. If the service is no longer needed or the relationship has broken down, a refund is usually clearer.

What if they offer to redo the work?

You can consider it, but you are not required to accept if you have lost trust. Keep your response in writing.

Can I include additional costs?

Only include costs that are directly linked and can be evidenced, such as replacement expenses or losses caused by the failure.

Related guides

Ready to draft your letter? Start a free preview and generate a compliant pre-action letter in minutes.

Start free preview