Some Simple Rules On How To Complain

Before you complain
What is the reason for your dissatisfaction? Was it the way you were treated? A wrong decision? Defective goods? What exactly went wrong?

What do you want the outcome of your complaint to be?
Is it only an apology? Or do you want something else to happen? Do you want the correct service that should have been given in the first place? Do you want replaced goods? You need to ensure whatever your outcome is made clear to the organisation that you are complaining to and ask for prompt action.

Who is your complaint to
This will be different depending on what type of organisation you are complaining to and the scale of your complaint. The following steps are for general guideline only. You should attempt to resolve your complaint directly with the parties involved first: i.e. take the product purchased back to the shop, or attempt to have the service redone. ONLY if this is not working should you take the next step of contacting the relevant senior management or customer services department. Most good organisations will have internal complaints procedures and complaints are often resolved using these. However sometimes they are not and this is when you should consider the third step. It is worth mentioning that you are considering or have decided to take your complaint to the relevant authorities, sometimes this may provoke a more pleasing reaction from the authority. This does not always work and you should use your judgement as I said the rules are for guidance only.

I must admit that I have on occasion ignored the customer service route and sent a letter straight to the managing director of a company when I received particularly poor service. This worked a treat and although the complaint was in the end dealt with by the chief of customer services two days after the letter was received, it was solved completely to my satisfaction and I don't think it would have been so quickly had I tried the slower route.

If dealing with the company has not worked then you will have to contact the relevant authority or overseer who will be able to give advice on how to exacerbate your complaint to your satisfaction. Will list some of these authorities later. Alternatively you can contact your local Citizens Advice Bureau or Trading Standards Office who will be able to help and give you advice on who you should contact next. Some Ombudsman or executive agencies such as Oftel or Ofgem may take complaints up for you. Another option is the TV show Watchdog but I would only go for that one if you are feeling desperate and want to be on TV! lol

Finally, if all else has failed then court or arbitration services maybe the final choice. Small claims court proceedings are inexpensive but time consuming and arbitration is available for many industries and services.

What to Remember
Various valuable hints which should help you to get the result you are looking for:
Keep a record of events. If you speak to someone on the phone make a note of who you speak to, when and what was said. If you use 'snail mail' then keep a copy of your letter and any replies you receive.
Keep the evidence. Retain all receipts/invoices, letters and e-mails regarding products and services that you may have purchased/received. If you are asked to present these at any stage then present copies and keep the originals yourself.
Stay Calm. If you have confronted someone directly then don't let the emotion of the moment get to you. If you are clearly not getting an adequate response then simply take the next step in the procedure as advised above.
Write clearly and concisely. Be polite and courteous but don't be afraid to convey the detail of any incident and to articulate your disappointment. Be clear about what you think would resolve your complaint. I have found interjecting a little humour when required also helps and if you have a named person use that name regularly throughout the letter.


Do not give up.