How to complain

In business and domestic life I’ve repeatedly encountered issues where I’ve felt as though a product/service has either been not satisfactorily delivered, or delivered at all.

In raising complaints, I’ve learned a few key pointers on how to ensure a reasonably swift resolution of such issues:

1. Ask, don’t threaten

Don’t threaten anything. We don’t know there is a real problem yet. It could be a customer error - which is surprisingly common.

Instead, politely raise the issue, and ask for clarification as to whether there is a problem.

For example, I recently contacted Barratts about concerns about the structure of my property. I never mentioned I’m executive editor for the Independent Financial News Network, including Home Move, because that’s an unhelpful threat.

Also - NEVER threaten legal action. Companies will often not deal with you if you threaten legal action, because legal issues are not usually dealt with by customer services but instead by company laywers. A threat to prosecute means front line customer support is no longer in a position to assist.

If things are going bad you do have to suggest legal action, the phrase is that you may seek/consider taking “professional advice”.

2. Keep to the facts

Don’t extrapolate or make vague assertions - be clear on what you tried to purchase, what you were expecting, and when the product/service was expected to be delivered and at what price.

You want to keep the subject focused on the facts of the matter, because if you move away from these, you could find the company involved seeks to address the other concerns you raise first - leaving your original complaint unresolved.

3. Allow for a timely resolution

Don’t set deadlines for a resolution at the beginning of an enquiry - any good company will reply in as timely a manner as they are able to. Peak seasons such as Christmas may delay the speed of any reply, let alone resolution.

However, if you feel things are dragging without resolution, seek to suggest a time limit, but only do so as a last resort as this is effectively a threat - and it could come across as empty and unjustified.

4. Know your rights

Most companies will try and address any issues in a reasonable manner, but sometimes, less commonly, you may have problems receiving a reply or a reply that acknowledges that there may be a problem.

In such instances, get a clear idea of what your rights are to escalate the issue as required. For example, contact Trading Standards, and if you are advised they cannot deal with the issue, phone a solicitor and see if they recommend professional advice.

5. Don’t let it consume you

Unless you’ve spent or risk thousands through a lack of resolution, be prepared to let it go. If the first thing you think about when you get up, and the last thing you think about when you go to bed, is the lack of any reasonable resolution, consider letting go.

A bad customer experience can become a nightmare, but consumed by a bad customer experience can be even worse, and far outweigh the initial costs.

TIP: Pay online using a Credit Card

If there is a very real complaint you can raise, and the company fails to address the matter, you are MOST protected if you bought online, using a credit card.

Trading Standards told me this directly after I once had an issue with a HD TV bought from a Comet store.

Long distance selling regulations are very empowering for consumers, and allow you to return any product within 7 days of delivery and demand a refund.

While these are civil laws, they are enough to provide a clear remit for Trading Standards to act on your behalf.

Also, Credit Card companies have a clear policy that if you buy something and you don’t receive it, they’ll take that money right back from the company and give it back to you.

Who would have thought that a billion-dollar multinational could be your friend? But it’s true.

Getting money back from a debit card purchase can become impossible without filing a potentially stressful and costly civil action in the law courts - but getting money back from a credit card purchase often involves nothing more than a phone call to Mastercard or Visa.