From People Like You
How to Complain About a Company or Service (...effectively)
Follow the steps below and you are more likely to get your problems sorted.
1. Make sure your complaint is valid
If early cancellation/termination charges prevent you from defecting to a cheaper mobile service provider, tough. You should have read the small print and realised you are committed to a specific contract. If, however, you have received poor or non-existent service you are justified in requesting early release. ComplainService.com does have a Terms of Service which we would suggest you review, and moreover, if your complaint is not factual you can find yourself in legal troubles.
2. Work out what you want to achieve
Do you want a refund, replacement, compensation or simply an apology? If it is the first you have to act quickly or you will lose your entitlement. If you complain by telephone keep a note of whom you spoke to and when, and follow up the call with a letter reiterating your complaint and the telephone response.
3. Always address a letter to a specific person
It is best to start with the customer services manager. (If you aim too high – for example, the chief executive – you will suffer a delay while your letter is passed back down the ranks.) Find out the manager's name and use their full title – Dr, Mr, Mrs, Ms etc.
4. Include your details
Remember to include your full name, address and any account, order or reference numbers, preferably near the top of the letter. If a company cannot easily find you on their systems they may leave you in limbo.
5. Keep copies
Photocopy all relevant documents – such as receipts, bank statements, order forms and advertisements – and attach them to back up your complaint. If you are seeking redress for a leaking boiler or a new but soiled sofa, include a photo of the damage.
6. Be polite and reasonable
Whether you are writing or telephoning, stay calm. Intemperate outpourings will give companies an excuse to refuse to deal with you. Let’s keep it PG. Using irate language and swearing will not get you the result you are seeking.
7. Name names
If you mention the unhelpful attitude of, for example, a shop manager or customer services operative, try to include their names. This will enable the company to address the matter directly with the staff member and to (hopefully) not let this happen again in the future.
8. Set a deadline
Give the company a deadline for sending a useful response – 14 days is fair. Make a note of the date so you can increase the pressure if it is missed. If, after a reasonable deadline, you have made no progress consult your local ombudsman on your rights and options.
9. Make sure your complaint arrives
Send all letters by recorded or special delivery so the firm cannot deny receiving them, and keep a log of whom you wrote or spoke to and when. ComplainService.com is a service that on a best-efforts basis will notify the company of the complaint.