Don’t forget to come back and tell us how you got on through a tweet or Blog comment. I like to hear about other people’s successes too!
1) 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!
2) Ensure your grievance is valid. Don’t waste your time sending pointless correspondence with little weight as it won’t get you anywhere. They need to know that you are serious.
3) Always try and obtain the name(s) of anyone you are complaining about, who gave you advice, wrote to you etc.
4) Write don’t phone. This gives you your evidence trail.
Use the telephone if you are comfortable doing this. Some people prefer this finding it easier. But I rarely do this 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. Why you should write not ‘phone to complain effectively for more on this.
5) Try to sort things out through Customer Services/the Manager first. If you are still not happy, then go to the CEO. You’ll find the details of CEOs at ceoemail.com. See How to contact CEOs for more. You have more reason to go to the top if you have a complaint which has already been poorly dealt with than if you go straight there.
6) Always be polite. Remember that the people you are dealing with are not the people who have annoyed you and they are more likely to respond positively if you are polite. I am tempted to be sarcastic in nearly every letter I send! But rarely does the complaint really warrant it. Only use it after careful consideration and if it adds some humour. Never swear! Be rude and they can understandably refuse to deal with you.
7) Be objective, don’t accuse and insult with phrases such as “…she was stupid.” Use words and phrases like “…it appeared to me that…” Do however state facts.
8) Always point out what a good customer you are and how you have always found the company to be really good in the past etc. Show them they don’t want to lose you as a customer.
9) Describe events, bullet points are useful and make it very clear, especially when dates are involved. If the complaint is long, summarise the points (e.g. 10 phone calls, 2 visits, 2 letters, wrong information etc.)
10) Send copies where appropriate. For example, if a faulty washing machine has destroyed some clothes, send pictures of the clothes.
11) Use reference numbers where appropriate, make it easy for them to find your case.
12) Use good English! Poor grammar and spelling shows you in as poor a light as the company to which you are complaining. Anything you have to say will be taken with a pinch of salt if you can’t get your own house in order! If English isn’t your strong point get someone to read through your email before you send it.
13) Be formal. Use “Yours sincerely” when you know the person’s name and “Yours faithfully” when Dear Sir or Madam. No “love” froms! (I’ve seen it!)
14) Exercise your legal rights and use the relevant Laws and legal jargon wherever possible. This shows that you know your legal rights. Used appropriately, Acts of law will help you be taken seriously. Make sure you use the correct years and phrases. Most useful is the Consumer Rights Act 2015 and the many others you will find around the site. You can search for laws in the search box.
15) Say what you want as recompense. Is it an apology, money back, something for inconvenience? Be reasonable but assertive.
16) Set a deadline for when you expect to hear back and let them know what you will be doing if you don’t receive a satisfactory response.
17) Inform them that if you are not happy you will take the matter further using the relevant people and organisations e.g. Ombudsman, Trading Standards, Small Claims Court their own complaint procedure, the media and review sites etc. Only threaten these things if you are sure they will have the desired effect and you are prepared to spend the time and effort taking it further. (Small Claims Court for example).
Go to moneyclaimonline in England and Wales. For Scotland go to scotcourt.gov.uk and Northern Ireland NIDirect.gov.uk
Fill in all the details until “submit”. This should include everything that you are claiming for, plus the court costs which vary according to the amount you are claiming. Add in any out-of-pocket expenses, such as travel costs that you may have incurred or will incur in attending court. Then take a screenshot.
Email the CEO attaching the screenshot, forward the previous correspondence and change the subject line to “email before action”. In the email state that further to the previous correspondence you are not satisfied with the response and will be taking the matter through the small claims court.
18) Keep copies of everything; you may need them if you have to take the matter further (Senior Management, Small Claims Court etc).
See How to take things further.
19) Social media can be a useful tool if used in the most effective way. It does have limitations. 5 ways how not to use Twitter to complain (and 5 ways how you should) and Is Social Media An Effective Method for Complaining?
20) Never apologise for complaining! If your complaint is valid then the trader owes you something. It should thank you for bringing it to their attention so they can improve service for all their customers.
Did you find these useful? Then please share with others! Please give it a share on social media!
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101 Habits of an Effective Complainer is designed to improve the way you look at and make complaints. Each page gives you a complaining habit to consider and an example of how and why it empowers you to become more effective in getting the results you want.
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