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Top
tips on complaining
Before
you complain
Be clear
in your mind why you are dissatisfied. Was it the way you were
treated? A wrong decision? Defective goods? What exactly went wrong?
Be clear
in your own mind what you want to happen as a result of making a
complaint. Do you want an apology? Do you want a different decision?
Do you want the proper service that should have been provided in
the first place? Do you want replaced goods? You should mention
this to the organisation you are complaining to and ask for prompt
action.
Who
to complain to
This will be
different depending on what type of organisation you are complaining
to and the scale of your complaint. The following four steps are
a general guideline. For more specific complaint procedures see
the Information Section where you can find the specific steps for
each organisation;
- You should
attempt to resolve your complaint directly with the parties involved:
i.e. take the product purchased back to the shop, or attempt to
have the service redone.
- You should
contact the relevant senior management or customer services department.
It may be necessary to communicate with them several times before
taking the next step. Most good organisations will have internal
complaints procedures and complaints are often resolved using
these. However sometimes they aren't and that's 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 more serious consideration of a complaint
- You should
contact the relevant authority or overseer who will be able
to give advice on how to exacerbate your complaint if you are
still not satisfied. Ask the institution which is the relevant
independent ombudsman or adjudicator to whom you can take your
complaint (you can also find this information by browsing the
Information Section of this site). 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.
- Finally,
if all else has failed then court or arbitration services maybe
the final choice. The Legal Section
on this site contains information regarding legal options. 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. Don't be shy to use a bit of humour.
- 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.
- You
should make an attempt to know your rights. See the Know
Your Rights Section of this site if you are unsure.
- Don't
give up.
- Praise
where praise is deserved. Organisations welcome complaints
but most certainly praise too!
The amount
of information available to point you in the right direction is
prolific. The Information Section
and Know Your Rights sections
on this site have links to a large array of public and private sector
facilities which contain advice on almost anything you can imagine.
Your rights as a citizen and consumer are very powerful, so should
you have any concerns then please browse around these sections and
we are confident you will find what you are looking for.
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