What happens when we receive a product or service and it is simply not up to the expected standard? Many people find complaining difficult; however, the supplier may not realise there is a problem unless consumers communicate when things go wrong.

An effective complaints procedure not only ensures that organisations can improve the products and services they deliver but can also help you to obtain the service you deserve.

Give Feedback

The first step in the complaints procedure is to provide the company with the chance to rectify its mistake. The company can only do this if it knows there is a problem.

Look online for details of the organisation’s complaints procedure or phone the company and request this information by email. Many organisations have specific complaint pathways and assign specialist staff to deal with such issues. Knowing how the company’s complaints procedures are supposed to work will also enable you to determine whether your complaint is being handled appropriately.

Keep Detailed Notes

Keep all receipts, invoices and reference numbers, as this will enable the organisation to access your file quickly and efficiently when you make contact.

If you are calling or visiting an organisation regarding your complaint, make sure that you have a pen and paper to hand and write down the time and date of each phone call or visit and the name of the person, or people, you speak to each time. Also make a note of exactly what has been said and by whom.

Satisfied?

If you still don’t feel that you are getting anywhere, you may need to name and shame a company. www.soapboxshout.com gives users the opportunity to let other consumers know about good and bad service they have received and which company has provided this service.

It can be effective to follow up any telephone calls or visits with a letter confirming what has been said. In this way you can ensure that the problem has been explained fully and in detail, what has been agreed, and what action will be taken. Always keep a copy of this confirmation. Sending your letter by email is useful, as it automatically provides you with the time and date of your correspondence and provides a quick and easy route of communication.