Complaining to a company should be straightforward, but research by the National Consumer Council indicates that one in two of us considers it too much hassle. Here is Times Money’s quick guide.
It is important that you remain – or appear – calm throughout the process and keep a record of all communications. For tailored advice, call Consumer Direct on 0845 4040506.
Know your rights
Complaints are best made with confidence: “I am entitled to…”, not “I think I am entitled to…”.
Therefore it is critical that you understand your statutory rights. These are contained in the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982 (among other legislation) and state that goods should be of satisfactory quality, fit for purpose and as described, while work carried out by a tradesman or service provider should be done with reasonable care, in a reasonable time and at a reasonable charge.
If these conditions are not met, you are entitled to a refund – from the retailer, rather than manufacturer in the case of goods – within a reasonable time, then to reduced compensation for six years from purchase. What is reasonable varies, but it can be as little as a few days.
Act fast
It is best to report any problem as soon as possible. In the first instance, this means a relatively casual approach, such as a phone call, e-mail to customer services or a face-to-face chat with a tradesman or shop manager. Explain the situation and ask for a refund or, if you prefer, replacement or repair.
Put it in writing
If you do not obtain an immediate result, write a letter. This should be addressed to a name – typically the customer services manager – rather than sir or "Sir/Madam". It should explain the problem and include specifics, such as details of the product or service, the date of purchase and names of staff. State what evidence you have – a receipt or photos of a botched job, perhaps – but do not send originals. Then state that you are entitled to a refund under consumer law, that you would like a refund and that you expect to hear back within a set time; 14 days is good. Your letter should be typed, where possible, and sent by recorded delivery.
Escalate
Still no luck? Contact the relevant trade association or regulatory body. These are listed, with other useful information, at howtocomplain.com. Staff may take up the matter or direct you to a dispute resolution service. In some cases, the complaint may be referred to an ombudsman.
Seek help
Next contact your local Trading Standards Office or Citizens’ Advice for free help and advice.
Take action
If all else fails, threaten then initiate legal action. Community Legal Advice and Citizens Advice can provide free help.
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