2008
One in three people think complaining isn't worth the effort according to a recent survey, but how you complain can increase your chance of success says government advice service Consumer Direct East Midlands.
2nd April 2008
In a survey of 2000 people, Consumer Direct found that one in three thought complaining was often not worth the effort, one in five preferred not to complain when they had problems with goods or services, and one in ten said that they would usually ask someone else to complain on their behalf. Those least likely to complain were young adults between the ages of 16 and 29 years old.
Sara Barry, Manager for Consumer Direct East Midlands said:
'Many people don’t like to complain but it is your right to complain about bad service, faulty products and dodgy practices. It can be incredibly frustrating when the heels of your brand new shoes come off or a local trader botches a repair job, but if you stay calm and complain the right way you increase your chance of getting the refund, repair of replacement that you're entitled to. Some simple steps can make you feel more confident in exercising your rights and will help you get a better response.'
In order to help people complain more effectively, Consumer Direct has published advice and sample complaint letters on its website at www.consumerdirect.gov.uk . Among its top tips are:
- Stay calm. You are more likely to get a satisfactory result if you are assertive rather than aggressive.
- Be clear about how you want the problem to be resolved.
- Act quickly. If there is a fault with a product or service you should report this to the seller as soon as you can, confirm this in writing and keep a copy for your records. If you need to send any paperwork only send photocopies rather than originals.
- Gather together everything you can by way of evidence - this could include photos or video footage. This may be useful if you need to go to court to resolve the dispute.
- 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.
- If you complain in person, ask to speak to the person in charge who may have the authority to resolve your issue.
- If you are not sure about where you stand, check your legal rights before you confront the trader. If in doubt contact Consumer Direct for help.
Consumer Direct East Midlands has already helped thousands of people save money and obtain refunds, repairs and replacements. According to a recent customer satisfaction survey, 40 per cent of those who successfully resolved their issue after contacting Consumer Direct saved more than £100, with seven per cent saving over £1000.
Consumer Direct East Midlands has 25 advisors at its contact centre in Lincoln who provide advice on consumer rights and how to resolve problems with shops and traders. The service is available Monday to Saturday on 08454 04 05 06 or by visiting www.consumerdirect.gov.uk
-ends-
MEDIA enquiries:
Georgina Barton
Tel: 01522 535792
Mobile: 07768 840239
Email: georgina.barton@consumerdirect-eastmidlands.gov.uk
NOTES
1. The research into complaining behaviour was carried out by Continental Research.
2. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
3. Consumer Direct has around 350 trained advisors in 11 contact centres across England, Wales and Scotland.
4. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
5. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
6. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
7. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
