How to complain
Whether you need to complain about goods or a service, there are practical steps you should take.
- Before you complain
- Top tips
- Complaining about goods
- Complaining about a service
- Where to go for help
- First of all, you should be clear about what you see as the fault in the item you have bought, and then how you want this fault to be resolved after you complain.
- Gather together everything you can by way of evidence. This could include photos or video footage. Try to keep in mind that you may have to go to court to obtain a refund and ask yourself what evidence you would need to put in front of a judge.
- Create a complaint diary - use it to list what happened, when it happened and who you spoke to. This will help to jog your memory when you are discussing your complaint.
- You should also act quickly. Report the fault to the seller as soon as you can and confirm this in writing. Keep a copy for your records.
- If you are not sure about where you stand, check what your legal rights are before you confront the trader. If in doubt, contact us for help.
- Stay calm, even if you are angry.
- Be assertive without being aggressive. Be clear about what you want while remaining polite.
- Back up your claim in writing wherever possible.
- Keep records: this includes copies of all receipts, letters, emails and notes from phone conversations. Never send original documents - send photocopies.
- Complaining in person can be more effective: ask to speak to the person in charge and discuss the matter. There is no point in losing your temper or getting angry, especially if the person is not in a position to authorise a refund.
- If you complain on the phone, make sure you keep records of who you spoke to, when the call took place and what was said. Always follow up your call with a letter.
- Consider getting an expert's opinion or second opinion to back up your complaint. You may have to pay for this, but it may be useful if you do need to take legal action. But be aware that the courts often do not like people getting expert reports that they have not authorised and they may refuse to award costs for a report. Also bear in mind there is a limit of £250 for such a report. You could ask if the seller would agree to co-funding an expert report and be bound by its findings.
- Don't be put off. If you don't get anywhere the first time you complain, try again.
It is important to contact the seller as soon as possible with some form of proof of purchase (this does not have to be the receipt). Explain the problem and tell the seller what you want done about it. Give them a deadline.
Put your complaint in writing to the manager or customer services confirming your visit and any promise or response made. If the shop is part of a chain then write to the head office. Use our template letters to help you include everything you need. The shop must give you this information if you ask for it - the Business Names Act 1985 states that businesses operating under a different name to their legal one must display their corporate name and address in Great Britain.
To be seen to be reasonable, you could give the supplier a chance to correct the problem. However, you are under no obligation to do so.
Put your complaint in writing to the service's head office and address it to the manager or company chairperson. Clearly explain what you want done and give them a deadline. Use our template letters to help you include everything you need.
If you don't seem to be making any progress with your complaint, or if you need more advice, contact us by phone or email.
Don't forget that if the trader belongs to a trade body or is accredited by a scheme such as TrustMark, LAATSN (local trader scheme) or displays the OFT Approved Code there will be clear complaint handling procedures for you to progress your complaint.
