The following advice will help you with taking up your complaints with the company.
Dealing with your complaints on the spot
If you have a problem, speak to someone at the point where you received the goods or service. Hopefully, they will be able to sort out the problem straight away. If not, try speaking to the manager. If you are still dissatisfied, you should complain in writing to the company.
Dealing with your complaints in writing
If you have a problem with a service or even faulty goods you have bought from an organisation, you should consider making your complaints in writing. This can be via a letter, fax, email or online complaints form - check out the website of the organisation for details.
- If the company has a complaints policy - get a copy and read it
- Make your complaints in writing
- Include copies (not originals) of any documents supporting your complaints (such as receipts or other proofs of purchase, appointment cards, agreement letters, order forms, invoices etc.)
- Give any relevant account or customer or invoice numbers
- Be specific and keep to the point - give dates of events and briefly explain all the relevant circumstances surrounding your complaints
- Be clear about what you want the company to do to resolve your complaints
- If the company does not have any set deadline for dealing with complaints - set a reasonable deadline by which time you want the matter to be sorted out
- Get evidence to support your claim, i.e. send a copy of independent technical reports with your letter
- Keep a copy of your letters – you may also want to send your letters by recorded delivery
- Act quickly - delaying can sometimes affect your rights
- Don’t give up - write a reminder letter if you don't get a reply to your first one
If you have not been able to resolve your complaints with the business directly and need further advice you can get help and advice from the following sources:
Members of the public
If you are a member of the public with complaints about services from a private company you can contact Adviceguide, part of the Citizens Advice Bureau, (which replaced Consumer Direct in March 2012) on 08444 111 444 or by following the link to the Adviceguide website.
Alternatively you can get further information by following the link on this page to Shropshire Councils Trading Standards page on advice for consumers.
If you are calling from a business you can get help and advice by contacting us via the details on this page or you can follow the link on this page to advice for businesses.