How to complain
We have all done it at some point: we are unhappy with the service or product we have received, but it seems like too much effort to complain and we don't really expect to get anywhere.
But companies should want you to complain. It means they can sort out the problem and don't lose you as a valued customer. In theory.
Sarah Routledge wonders if there is a relatively painless way to complain and get a satisfactory result.
Daniel McDonald, an engineer from Manchester, says persistence is key if you feel you have a valid complaint.
"On my return from a very relaxing week in Switzerland I was shocked to find a parking ticket on my car. The reason stated that I was 'parked outside of designated area'.
"I looked around my car and couldn't see any restrictions, so I took some pictures just in case and then contacted the Parking Authority to challenge the ticket and obtain an explanation."
The reply contained a picture of the car being parked one foot outside of a parking bay - but in Dan's pictures the parking bay could not be seen because it was covered by leaves.
"As such, I sent another letter of correspondence to the Parking Authority, challenging the parking ticket again and including the pictures I had taken, as well as a note stating that if the council had cleaned the leaves from the roads then I would have seen the parking bay and parked within it."
"Complaining is really important from a number of levels," says James Walker, founder of complaints handling service Disputer.com.
He adds: "First, is actually your expectations have not been met so this should be resolved, second is if you accept bad service, then how can we expect service to get better?
"If we tell organisations where they need to improve, and organisations as a general rule are focused on delivering good customer service, then this helps them improve."
James Walker founded complaints handling service Disputer.com when, forced to complain after a bout of bad service, he realised there was no straightforward way of resolving his problem.
"I set up disputer because I was frustrated on how hard it was to deal with complaints, it felt like a war of attrition where I had genuine issues with the service I had, yet, did not have the time to deal with it, and had no clue on what the complaints process was," Mr Walker says.
The free website allows customers to address their concerns to the right people straight away and avoids the need for call centres, which tend to lead to further frustration, and is endorsed by consumer groups Which? and Consumer Direct.
Keep calm and carry on
"If you have confronted someone directly then don't let the emotion of the moment get to you," says Mr Walker.
"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 and remember, compose yourself before you compose your email. Disputer provides you with a number of templates you can use for your complaint to make this simple.
"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."
Know your rights
"Disputer provides advice on what your rights are, but, if your complaint is in an area not yet covered by disputer then do your research and understand what you want and what you should be entitled to. Make sure your express this clearly," Mr Walker advises.
Which? also has a comprehensive guide to consumer rights, including when consumers are entitled to a refund and how to claim compensation.
A spokesperson for Which? Legal Service explained why it is important to understand your consumer rights before making a complaint.
"A company may tell you something like 'we don't give refunds' or 'it's too late - you should have complained within 30 days'.
"But these kinds of statement are often not true - and might be contrary to what the law says."
By law, a shop is liable for goods it sells that turn out to be faulty, and you have up to six years (five in Scotland) to make a claim for breach of contract.
Keep the evidence
Mr Walker says: "If you speak to someone on the phone make a note of who you speak to, when and what was said. If you use the traditional mail service then keep a copy of your letter and any replies you receive.
"Retain all receipts, invoices, letters and e-mails regarding products and services that you may have purchased or received."
Making sure you have all the evidence of what was said, and when, will save frustration later if the company you are dealing with loses track of your complaint.
Keeping hold of evidence can also be important in claiming compensation - gas, electricity and water suppliers are obliged to compensate you for every query they ignore.
Don't give up!
"Remember this can be a war of attrition and you should never give up!
Keep escalating until your complaint is listened to and actioned appropriately."
Dr McDonald says his refusal to give up was key when he challenged his parking ticket.
"My persistence was rewarded by a cancellation of the parking ticket. They could not prove that there were no leaves covering the bay markings when I parked there.
"My advice to anyone who feels they have unjustly received a parking ticket is to take pictures and challenge it!"
Help at hand
There are several organisations that are prepared to help if you have a complaint against a company and you are not making any progress.
Which?, Consumer Direct and Citizens Advice can all advise you of your rights and can suggest how you could take your complaint higher.
Comments
Newsletter sign up