How to make your complaint
It is essential that consumers know how to react in case things don’t go as they expect. This article explains what you ought to know to complain to the provider.
Before lodging your complaint.
First of all, you have to be clear about what the failure is, and afterwards, you have to reflect on how you expect to sort the issue out.
Collect all possible evidences. They will be very useful to justify your point.
- Create your own complaining template with all your contact details, the sellers´, and a brief account regarding what happened, when it happened and who you have talked to.
- You must act quickly. Inform the seller about the problem as soon as possible and confirm it in writing. Keep records of it.
- If you are not fully sure if what you are doing is the right thing to do, find out what your legal rights are before starting any dispute against the seller.
- Keep calm, even though you got angry.
- Be firm without being aggressive. Speak up clearly to convey what you need in a kind manner.
- If possible, always make your complaints in writing.
- Create a report that includes copies of all the receipts, letters, emails, and notes about phone conversations. Never send originals out, copies should always serve well.
- Lodging your complaint in person may be more effective. Ask to speak directly to the responsible person so as to inform him on the matter.
- If you are lodging a complaint over the phone, remember to note down the name of the person you are talking to, the date of the phone call, and the subject of it. Always send a letter after your call to reinforce it.
- Be persistent, if they don’t pay attention to you the first time, try again.
- Reflect on having an expert´s opinion or a second opinion to back your reclamation up. Perhaps you have to pay for it; however the money may be worth in case you decide to take legal actions.
Complaints over the phone or in writing
If over the phone
- Write down what you wish to state.
- Gather all the documentation and place it within hand-reach.
- Find out the name of the person you wish to talk to.
- Note down the date and time of your conversation and what it is said.
- Let them know that you will send a letter after your call, above all if you want to lodge a formal complaint.
If in writing
- The letter ought to be concise. It is better to enumerate or list your points.
- Describe the article or service you acquired.
- State ‘where’ and ‘when’ you bought the item or obtained the service, and how much you paid for it.
- Explain what the problem is and if you have already taken any measure. Let them know who the person you talked to is, and what happened.
- Set out what you solution is, for instance, either to get a refund for the repair or to demand the same service again for free.
- Keep a copy of the letter you sent out. Do not post the originals, copies will serve well.
Complaint of a product or service
Complaining about a product
- It is important to contact the seller as soon as possible and provide any evidence of the purchase (the receipt or another proof). Tell them what the issue is and suggest a solution. Fix a dead line, too.
- Send out your complaint in writing and address it either to the responsible or to the customer service. Make use of templates in order to help you include everything you need. The enterprise must provide you with all the information you may need (full company name for instance).
Complaining about a service
- In order to act sensibly, you’d better let the supplier solve the problem. However, you are not obliged to do so.
- Sent out your complaint in writing to the headquarters and address it to the person in charge. Explain plainly how you wish to sort the problem out and suggest a deadline for it. Make use of templates to help you include all the information you need.
(Source: Advice Guide)