Money & Careers

How To Complain Successfully

VideoJug and Jerry Bilo, an advisor from UK consumer advice service Consumer Direct, tells us how to complain successfully. So follow this guide for the best way to make a complaint. Enlarge

How To Complain Successfully

VideoJug and Jerry Bilo, an advisor from UK consumer advice service Consumer Direct, tells us how to complain successfully. So follow this guide for the best way to make a complaint.

Step 1: In person

Wherever possible complain in person as you are more likely to get results. Make sure you are taking your complaint to the person in charge, as they will be the one with the authority to settle the complaint. Be assertive but never aggressive.

Step 2: State your case

If you are unhappy with a service or goods you have paid for identify why. Be clear about what is wrong or how you feel you have been mistreated. Say what you want done to rectify the problem. And importantly, give a deadline for action to be undertaken. This ensures the matter is resolved promptly, and if not gives you reason to take further steps.

Step 3: Keep calm

Be clear and concise at all times, and whatever you do - don't lose your temper. This will only make you appear unreasonable, or even worse: threatening.

If you are complaining over the telephone keep a note of what is said, who you spoke to along with the time and date.

Step 4: In writing

Unless your complaint was settled on the spot, always back up a compliant in writing. This particularly crucial if you complained over the phone. Again, reiterate the problem, what you want done about it and set a timescale for the complaint to be rectified.

Step 5: Keep records

Look after any receipts, paperwork, photos or other evidence and keep a copy of all correspondence. If your complaint is ignored or not adequately settled you will need this evidence to take things further.

Step 6: Second opinion

It can be useful to seek out a second opinion especially that of a qualified expert if you feel your complaint is not being upheld. This may cost you money that you are unable to recuperate but will help if you need to take legal action.

Step 7: Don't give up

Finally, if your complaint is falling on deaf ears don't give up. Keep persevering until you have gotten an outcome you are happy with. Get advice from a consumer organisation, in the UK this would be Consumer Direct, they will supply further information about resolving your particular complaint.

Don't settle for second rate service, get what you deserve.