Making a complaint
Our guidelines to making an effective complaint.
Our guidelines to making an effective complaint.
No matter how careful you are when shopping, there are still times when things go wrong. Here are some guidelines to help you make an effective complaint.
For advice that's more specific to your situation, our paying members can contact our Consumer Advisory Service. Our advisors will talk you through your rights and help you resolve problems with a retailer or service provider.
Step one is to know your rights. If your complaint is about faulty goods or services then you will probably be able to use the Consumer Guarantees Act. If you have been misled or deceived by advertising or claims made by a trader or professional, then the Fair Trading Act is likely to be your source of legal protection.
To help you get a clear idea of what happened and what you want done about it, write down all the details and get together any documents you have relating to the problem.
Write down:
Documents that may help your case include:
You should approach the seller or trader as soon as possible after discovering a reason for complaint.
Remember though, that you can't expect to return an item simply because you've changed your mind, or the person you bought it for doesn't like it. You can only get the retailer to fix the problem if there's something wrong with the way it works, or it's different from what you were led to expect from the advertising, packaging or sale patter.
If possible, try not to use the item you are having trouble with while your dispute is being looked into.
Start talking Start by talking to the trader or professional, either face-to-face, over the telephone, or write to them (for simple, effective letters of complaint see resolving problems). If in person, begin by talking with the counter assistant. Many traders now have a policy of accepting complaints without debate, so you may get satisfaction immediately. If not, ask to speak to someone in charge - you want to complain to the person who has the authority to put things right.
Make sure you:
We suggest you refer to our resolving problems page.
If you are writing your own letter, make sure you:
Sometimes traders try to ignore you to see if you'll stop complaining. If you really want a result don't let silence deter you. Keep contacting the trader until you get an answer.
Keep records of all dealings you have. If you have complained and the problem hasn’t been resolved, you can take the matter further but you will need records of what has gone on. Depending on your situation, you have several options.
Taking it further
Use these examples to help you write a complaint letter or email.
Got a problem with a faulty product, received shoddy service or been misled by a retailer? Our expert advisers can provide clear, practical advice that you can trust.
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