How to complain effectively

We know how frustrating it can be to lodge a complaint about faulty goods and substandard services.

After being put on hold and continually passed between departments, it’s easy to lose patience. Research conducted by Yougov last year showed that customer service complaints in Britain had risen by 14 per cent since 2006, with internet service providers (ISPs) the main culprits for causing anguish.

More than a third of those surveyed said the company in question did nothing to resolve the problem.

Prepare and prevent
There are precautions every consumer can take when buying a new product or service to make future problems easier to iron out. Try to avoid paying in cash and always keep receipts. Set aside a box or file and get used to putting proofs of purchase, contracts and warranties there for safekeeping. If a receipt goes missing, use credit or debit card statements as proof of purchase.

Check goods as soon as you unpack them. If there is a problem, don’t try to fix it ­ this could invalidate your claim. Instead, contact the retailer as soon as possible. Send products and letters by recorded delivery and keep the Post Office receipt as proof of postage. As soon as a problem arises note the date, what happened and what action has been taken.

When dealing with an individual, take their name and title. Do not stop payments if you are complaining about a service, as this will slow down the process.

Learn from mistakes
It’s helpful to be aware of some of the most common mistakes people make when complaining. The first pitfall to avoid is being vague. Before picking up the phone or composing an email or letter, get your story straight. Have notes to hand. Being sure of your position will also help to avoid another common mistake ­ losing your temper.

Being rude will give the person at the other end of the phone a good reason to end the call. It is easier for a company to resolve a problem if you have a solution in mind. If a refund seems reasonable, ask for it. If a replacement or repair would be of more use, say so. The key laws to know are the Sale of Goods Act and the Supply of Goods and Services Act.

The Sale of Goods Act ensures that goods are “fit for purpose”, of “satisfactory quality” and “as described”. If this is not adhered to, the consumer is entitled to a refund, repair or replacement. After about a month to six weeks a company can first opt to repair or replace faulty goods rather than offer a refund. The consumer has up to six years in which to make a claim.

When a product does not match its description, have a copy of the description to hand along with the reasons it is inaccurate. The Supply of Goods and Services Act states that a repair must be completed in reasonable time, to a reasonable standard and at a reasonable cost.

Write on
When sending complaints by post or email, check them carefully. Before clicking send or sealing the envelope, run a spellcheck or ask someone else to look over the letter. The complaint will have less impact if it contains spelling mistakes and poor grammar. Specify a deadline by which you want a reply. A reasonable timescale is 14 days.

Keep a note of this date so you can let the company know if the query is not resolved by that date. Try to address letters and emails to an individual, not forgetting to get their title right, and end with ‘Yours sincerely’. If you don’t know the person’s name, use ‘Dear Sir’ and end the letter with ‘Yours faithfully’. This may seem like a small point but it helps to create a professional impression.

Finish with your full name and telephone number so the company can respond swiftly. The last resort for most complaints is the small claims court. Do not threaten this action unless you intend to follow up on it, but if this is the only remaining option the company may respond quickly as soon as it is mentioned. Bear in mind that the minimum cost for taking a claim to court is £30 for a claim of less than £300.

These costs should be reimbursed if you win your case.

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Our verdict
Complaining is stressful in any situation but it can be particularly difficult when the problem is with a technical service and we find ourselves at the mercy of the service provider. But don’t be disheartened ­ – by taking a calm approach, knowing your rights and following our simple advice it’s possible to come out on top with the problem fixed and your sanity intact.

Remember that you have every right to complain after receiving substandard goods or services, and any company worth its salt will rely on feedback to improve its performance in future. For more information about complaining and consumer rights, useful resources include the Trading Standards Institute and Consumer Direct.

Ofcom’s website has a useful section about how to complain in specific circumstances, for example to an internet service provider or mobile phone company.

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