How To Complain!

Be clear about what you see is the fault and how you want the fault resolving after your complaint.

Do you want a replacement, a refund or give the manufacturer a chance to rectify the fault?

If you do give the retailer/manufacturer a chance to fix the item and you are still not happy then you still have the right to ask for a refund!

Gather together everything you can by way of evidence. This may include:

• Proof of purchase


• Photographs


• Videos

Remember, in some cases, you may have to go to court so just ask yourself what evidence you would need to present to the judge.

If you wait to complain then you risk weakening your case.

• If you can't go into the shop then ring up and complain.


• Try to speak to somebody senior if at all possible make a note of the time and date, who you spoke to and what was said.


• Follow your phone call by putting your complaint in writing confirming what was said and any promises or responses made.

• Try not to swear and lose your temper.... This won't resolve anything!


• Turn on the charm instead!


• Remember that the sales assistant that you are dealing with is unlikely to be directly responsible for your problem, so being rude to them won't help at all as they will be more inclined to be unhelpful. Being firm and polite will likely mean that the assistant will go the 'extra mile' to help out.


• If it is the fault of the person you are speaking with ask to speak to their manager so that things don't become personal.

• Never send original documents in any correspondence, only copies, unless specifically asked for and then keep a copy of the original for yourself.


• Always send letters by recorded delivery or registered post so you have proof of their postage.


• If you do write then set down clearly what it is that you expect.


• Set a deadline for the matter to be resolved.


• If you want compensation state how much you expect, but be reasonable, don't expect to receive $100's for one hour of your time.

• Keep records of contact and set out clearly how you want the matter resolved.


• If you feel you have been overcharged then get other quotes to prove your case (though you should really have done this before having any works done)


• If you then can't resolve the matter find out if the tradesman belongs to a trade association. The Association may run a free or low cost arbitration service.

Alternatively, in the UK, the small claims court covers disputes up to £5000.

How To Complain

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