Background
What is
howtocomplain.com
Why is howtocomplain.com providing this service?
How does it work?
Who is howtocomplain.com?
Who supports howtocomplain.com?
How is howtocomplain.com funded?
What is howtocomplain.com?
A unique website designed to enable people to make
themselves heard. This free service brings together into a one
stop source all the information people need to complain effectively
to both the public and private sectors. It provides the facility
to complain online by filling in a simple form, which is directed
to the right people. It also provides direct linkage to organisations
that already have high quality user-friendly complaint procedures.
Why is howtocomplain.com providing this service?
Our consumer society is getting gradually better at complaining
about faulty goods and services. Unfortunately over half of us
still won’t make complaints because we’re not sure how to go about
it and don’t want the aggravation. howtocomplain.com removes
these barriers giving people an easy-to-use and effective voice.
Whether it’s government policy, rogue traders or public transport
the site empowers consumers to make themselves’ heard.Complaining
is still viewed as negative but the fact is that good organisations
value complaints, they are a gift, a free source of feedback,
as well as an opportunity to keep customers happy and avoid them
defecting to competitors. Companies spend up to 8 times more attracting
new customers than retaining existing customers. Word of mouth
marketing is key to a company’s reputation. Unhappy customers
tell up to 30 others about their experience. All this means that
smart organisations increasingly welcome complaints.
How does howtocomplain.com work?
Users of howtocomplain.com can identify, through friendly
search facilities and menus, the object of their complaint. Once
selected they are presented with information related to the relevant
complaints procedures; who to complain to, where to get free help
and advice, how to complain effectively and subsequently the opportunity
to complain online to the organisation and/or escalate the complaint
to the relevant authority. Additional information is provided
to ensure people know their rights.An Open Forum is also provided
giving people the opportunity to air and discuss their views on
any subject, including public services. One example is the ‘Gripe
Department’, which enables people to get things off their chest
for which there is normally no outlet.
Who is howtocomplain.com?
Stuart McCandlish, whose background is in finance,
founded howtocomplain.com. He has learned the intricacies
of complaining after having some particular experiences, which
converted him from being silently dissatisfied to becoming a constructive
complainer.The howtocomplain.com team includes several
people with experience in key sectors and related to consumer
welfare. The team is led by the non-executive chairman, John Bridgeman,
who brings with him valuable consumer experience from 5 years
as Director General of Fair Trading as well as management experience
from his earlier role as Chief Executive of British Alcan Aluminium
UK.
Who supports howtocomplain.com?
howtocomplain.com has developed sound working relationships with the
Cabinet Office and Trading Standards Departments as well as many
consumer organisations, ombudsmen, regulators and companies. Early
feedback from MPs has been particularly encouraging.
How is howtocomplain.com funded?
howtocomplain.com has secured seed funding from angel investors.
howtocomplain.com offers a range of services and products
to public and private sector organisations. These include mechanisms
to improve complaint handling, analysis of complaints, consumer
research and links to sources of consumer advice.
For any further information please
contact Stuart McCandlish (Managing Director):
