4ENSURING YOUR COMPLAINTS ARE EFFECTIVE

Follow these guidelines and you’ll never be palmed off again with excuses, contravention of laws and no refunds. Feel empowered and get complaining effectively.

Act quickly

Don’t waste weeks moaning, complain that day but remember to ensure you are calm if complaining in person or on the ‘phone! So, although I say act quickly, don’t act immediately if you are still really annoyed with someone, or something, that has happened and the company is at fault. Wait to write or ‘phone until you are calmer but don’t leave it so long you forget the facts.

What do you want?

Before you make contact, work out what you are entitled to and what you want. These may be two different things too! Say what you expect as recompense. Is it an apology, a refund, something for inconvenience or compensation? Be reasonable but assertive. Be prepared to come to an agreement. Generally speaking if you accept an offer of compensation it will mean that you cannot ask for more later on.

Telephoning

Use the telephone if you are comfortable doing this. Some people prefer this, finding it easier. But I rarely ring and always refuse if a ‘phone call is offered. This is because I get heated (raise your voice and you’ve lost!), there is no record for future use, no proof of what was said and you’ll forget something. Emails/letters provide time to reflect, ensure you don’t forget anything and provide you with a record of correspondence which cannot be denied. If you do ‘phone ensure that you get the full name of the person with whom you are talking, making a note of date, time and details of the conversation during the call. Always follow up in writing unless the ‘phone call resolves the problem. Get the name of the person to whom you should address the complaint to reduce the likelihood of your letter being passed around.

Validity

Ensure your grievance is valid. Don’t waste your time sending pointless correspondence with little weight - it won’t get you anywhere. They need to know that you are serious. You don’t want to be seen as an Extreme, Serial or Opportunist Complainer.

Company procedures

Be mindful of company procedures regarding complaints such as insurance claims, to ensure that you remain entitled to compensation. Certain companies such as suppliers of energy have their own procedures and you must follow these or risk delays in dealing with your complaint. Following two stages of internal complaint procedures for ex