If you aren't satisfied with goods or service you’ve received it's time to make your opinion known. We share our step-by-step tips for making a formal complaint and making sure it's heard.
Everyone has the right to complain. If you are dissatisfied with the way you’ve been treated by a company, have received faulty goods, or have been put out of pocket through no fault of your own, you should contact the company in question to get the issue resolved.
Many people simply don’t complain because they feel it’s unlikely to get anywhere, but by following a few steps and being persistent you can make your voice heard. We share our tips.
Don’t delay
First of all, it’s important to make your complaint as soon as possible so strike while the iron’s hot – ideally that means within a week of the incident. Your complaint should be made directly to the person or company concerned. By complaining promptly you’re more likely to receive a satisfactory outcome, because if some time has gone by since the incident happened the company will be less able to resolve it quickly.
The two most effective methods of lodging a complaint are in writing and over the phone – if the incident happened in a shop for example, complaining loudly and rudely in person to the sales assistant is unlikely to be successful. If you have a record of what has been said by both parties you are more likely to be successful, plus it means your complaint will get to the right people and you’ll get a chance to think about what to say first.
If you’re complaining over the phone...
If you decide to make your complaint over the phone there are several things you can do to make sure your grievance is heard and taken seriously. Before making the call, get some paper and a pen and note down all the most important points that you want to get across. Think about why you are complaining – were you mis-sold something? Are you unhappy with the way you were treated? Were your goods faulty?
When you call up, calmly explain why you are complaining and what you expect to happen as a result of the complaint. Make sure you note down the name of the person you speak to, as well as the date and time you made the call. Most companies have complaints procedures in place that the person you speak to will have to comply with – ask about their standards of service, and company policy on complaints.
When you’ve finished the call follow it up with a letter reiterating what was said and what you want to be done about it. Keep a photocopy of this plus your notes including the name of the person you spoke to, what was said, and the date and time you made the call.
If you’re complaining in writing...
When writing to the company in question it’s important to be concise and brief. Include all the facts – the date the incident occurred, what exactly happened, how it affected you, and most importantly, what you want to be done about it. Try to avoid lapsing into a long, angry rant describing everything you are unhappy about in great detail; instead simply state what happened in a measured, rational tone of voice. Bullet points may help.
If you’re sending anything withyour letter as evidence of the incident such as receipts or photos, don’t send original documents or you may never see them again – always send photocopies. Make a copy of the letter too and keep it so that you have a record of your complaint. It may also be a good idea to send your letter by recorded delivery so that you can be sure it will arrive at its destination and track its progress online if you wish.
Use our template letters to help you complain in writing about something you've bought or bad service you've experienced.
If you’re complaining about goods, write to the manager of the customer service department; or, if the shop is part of a chain, write to head office. If your complaint is about a service, write to the company’s head office and address your letter to the managing director. There may be a separate complaints department that you should address your letter to.
Keep your head
When making a complaint it’s really important to do so in a calm, composed manner, however angry or hard-done-by you feel. If your complaint (either over the phone or in writing) is angry, sarcastic or makes threats it will only take longer to get it resolved. However unfairly you’ve been treated, keep your head and don’t get emotional. Being the party who is rational and assertive in a situation such as this can be immensely satisfying – plus it will give you the best chance of getting your grievance resolved quickly.
It helps to be polite and respectful. If you are a regular customer of this company, tell them so. If you have experienced good customer service from them in the past and this is just a one-off incident, emphasise this – it may help to get your complaint resolved quickly.
Remember to be clear about what you want to happen as a result of your complaint, and be reasonable. If goods were faulty, you could ask for a refund, or if you were made out of pocket through no fault of your own, you could request compensation. Alternatively you may just want to receive an apology from the parties concerned if you were treated unfairly. Whatever you want, state it clearly in your letter or in your phone conversation.
What next?
After sending off your letter of complaint give the company a reasonable amount of time to reply. If you speak to them on the phone ask them exactly when they will get back to you if the issue can’t be resolved then and there. If the company do not respond promptly either send them another letter or make a follow-up phone call. Consumer Direct have a template letter you can use if you receive no response, and would like to take legal action (the cost of which you can add to your claim).
In many cases a company will respond promptly and grant what you have asked for in order to resolve the complaint. However, in some cases you may be dissatisfied with the resolution offered. In this case you can write back and tell them again what you expect to happen as a result of your complaint. If you are still refused, inform them you will take legal action or take the matter to the Financial Ombudsman if it’s a financial complaint. They aim to resolve such matters in 6-9 months.
You can also check the British and Irish Ombudsman Association or the Office of Fair Trading to see if your company is regulated by these, plus Citizens' Advice online has useful information on taking the matter to the small claims court.
Finally, don’t give up or be put off if your complaint is not immediately resolved. Remember that you have a right to complain if you have been treated unfairly or sold faulty goods, and it’s in a trading company’s interests to issue a full apology and honour your requests to get to a quick resolution.
