How many times have you complained about receiving poor goods or services recently?

My guess is not very many. It’s easy enough to do. Most of us accept poor service – or put up with goods that just don’t make the grade – simply because it’s hard work to complain.

Of course, companies and businesses make it intentionally difficult for you to complain; the more effort involved, the less likely you are to do it. Many people often just don’t know how to complain.

However – once you know how, complaining is actually not as difficult as you think.

• Quick Consumers – get your voice heard
• Use social media to solve complaints
• Read our step by step guide on how to complain successfully
• Find out the procedures to follow for some common complaints
• Read our top tips

Believe it or not, you can even make money from complaining. In fact, do it right and you could get yourself all sorts of compensation.

Quick Consumers – get your voice heard

Here’s a quick heads up! Quick Consumers is the place to head to when you’ve got something to say to a company. This is a fantastic new website designed to help customers just like you communicate with all their favourite companies.

Quick Consumers, powered by eDigital research, had forums set up to help customers talk directly to the companies they shop at. If you’ve got something to say to a company then create your own unique page at Quick Consumers and then you can review every shop you visit – whether you love them or hate them!

It’s a great place to share any deals you find, or let someone know about poor customer service or a faulty product. Keep your eyes peeled for the incredible money saving and money making tips, you can earn rewards from surveys, and take advantage of the great deals each week.

Quick Consumers is easy to use, and best of all it’s completely FREE! Set up your own unique page and you can start communicating with companies, other consumers and be the first to know about any great deals in your area.  Post a message on the companies dashboard and they’ll be able to see it and get in touch, as well as notify you of any deals coming your way.

Encourage your friends and family to join, as the more people who use the site to get in touch with a company, the better response you’ll get from the company.  While you’re there make sure that you check out the special Moneymagpie page, where you can find loads of really useful money making and money saving articles.

We reckon that it’s going to be the next big thing, so why not get involved?

Use social media to solve complaints

With the rise of Twitter and Facebook, increasingly customers are turning to social media outlets to vent their frustration against companies. While writing incoherent, angry rants against companies on social media platforms may not be the best way to solve a problem, more and more companies are improving their response rate to carefully-written complaints on these outlets.

And why not? With people able to tweet and re-tweet comments on Twitter and leave comments on a company’s Facebook page for the world to see, reputations can be damaged very quickly. Often it’s the easiest way you can make a complaint about a company.

So how do you get your voice heard?

They key to successfully complaining on Twitter is to find the company’s own Twitter page. When writing your complaint you should include “@insertcompanynamehere” somewhere in your tweet alongside your problem so the company sees it. You may also ‘hashtag’ the company’s name as well by putting #insertcompanynamehere at the end of your tweet. Even if the company does not have its own Twitter page, it may check to see what people are writing about it and the ‘hashtag’ will always show up.

On Facebook nearly all companies have their own page, so you simply need to look them up and then write on their wall. There have been many cases where people have turned to social media after being frustrated over the phone and they have found it much quicker and more efficient.

Below are our top tricks for successful complaining:

Step 1 – Stay calm!

You might be angry at having received poor service or substandard goods (and rightly so) – but you need to keep a cool head to complain effectively.

Obviously don’t be a push-over, but if you’re polite and reasonable, you’re a lot more likely to get a successful outcome than if you just shout your head off at the nearest sales assistant.

Step 2 – Strike while the iron is hot

As soon as you become aware of a problem, you should start the complaint process.

It puts you in a much stronger position than if you wait around for a few weeks before doing anything, and shows the organisation involved that you mean business.

Step 3 – Do your research

Spend some time looking up the relevant complaints procedure for your particular problem and make sure you’re aware of your rights as a consumer.

That way, you won’t waste time complaining through the wrong channels, speaking to the wrong departments and asking the wrong questions – only to find you have to start the process all over again!

Have a look at the Common complaints section for some of the more usual methods of complaining, and if your particular situation isn’t covered try having a look at the following websites.

• Finance Victims and the Financial Ombudsman Service: For advice and information about complaints relating to a personal finance product or company.
• Citizens Advice Bureau Advice Guide: For loads of information on consumer affairs and advice on complaining about a variety of different services.
• Financial Services Authority and Consumer Direct : For lots of general advice and information about making a complaint.
• Office of Fair Trading: For advice and resources about consumer rights.
• Ofcom: For advice on complaining about communications – phone, internet, television and radio.

Step 4 – Get organised

Before you go back to the shop or pick up the phone, get a clear idea of exactly what it is you want to say and what you hope to achieve from your complaint. For example, are you looking for compensation or simply a replacement of faulty goods?

If it helps, make some notes for yourself so you have an idea of exactly what you’re going to say. If you are clear yourself about this, you’ll be able to present your argument in a plain and straightforward manner.

Step 5 – Keep records

Make sure you keep a record of the names and contact details of all the people you deal with throughout the complaint process, including the name of any individuals you wish to complain about.

Also ensure you keep records of any correspondence you have with any contacts or departments, and send them copies as well.

Step 6 – Don’t back down

Never take ‘no’ for an answer. If you’re certain you have a legitmate complaint you should make sure you use all the professional help you can get to change the company’s view and make them see things from your perspective.

Similarly, don’t be afraid to say ‘no’ – the first offer of compensation may not be the highest one, even if it is described as ‘final’.

Common complaints

FAULTY GOODS

As soon as you realise there is something wrong with the item you’ve bought, you should take it back to the original retailer with as much of the original packaging as you have, and better still with the receipt if you have it.

Make sure you are clear about whether you want the item repaired or replaced, or if you want your money back instead.

If the representative you speak to refuses to help, ask to speak with the manager. And if they’re reluctant to do anything, request their address and a contact at their customer complaints department, where you can send your complaint in writing.

Your Rights: Under the Sale of Goods act, you’re entitled to a repair or replacement of any faulty or broken goods at any time up to six years after you brought the item. This is providing the goods could reasonably be expected to have lasted that long.

The Consumer Protection Act requires a company to compensate a consumer for any injury or property damage incurred directly as a result of a faulty product.

More Help: Check out the CAB Advice guide and have a look at our sample letter on complaining about faulty items.

POOR WORKMANSHIP

If a trader has not provided you with adequate services, you should tell them straight away and give them the opportunity to put things right, which they should do free of charge.

If the trader refuses to do this, you should be entitled to a full refund or even compensation if the problem is particularly serious.

In either case, you should contact the trader with your complaint, and set a time limit for sorting the problem out. Ideally you should put your complaint in writing, addressed to the owner or manager (even if you’ve already contacted them in person, or over the phone).

Your Rights: As a consumer you are entitled to services which are:

• Carried out with reasonable care and skill;
• Finished by the date you agreed with the provider of the service, or finished within a reasonable time;
• Provided at the cost you have agreed or at a reasonable cost if you haven’t agreed one.

More Help: Check out a sample complaint letter here and have a look at the CAB advice guide.

THE PARKING FINE

The mere mention of these dreaded words will no doubt already have some of you foaming at the mouth, but fear not. We have a great article explaining exactly what to do - Parking Tickets: get them sorted, and here are a few extra things you should know.

Your Rights: Everyone has the right to appeal against a parking fine if they feel it has been given incorrectly. You may be entitled to appeal if:

• The information on the PCN is wrong or incomplete;
• The parking offence did not occur. For instance, you were entitled to stop because you were loading or you had a pay and display ticket, but it wasn’t seen;
• There were exceptional circumstances;
• There are compelling reasons; i.e. reasons beyond the legal grounds.

More Help: Check out the Traffic Penalty Tribunal and Majicari.

CANCELLED OR DELAYED FLIGHTS

With the recession forcing several airlines into trouble – or out of business altogether – this seems to be a common theme at the moment. Here’s what you should know.

Try to speak to someone on the spot and find out who is responsible for what went wrong. If you get no immediate results, you should write a letter of complaint to the customer relations department of the airline or the tour operator.

If you think you are entitled to compensation but don’t receive any from the airline, you should contact the Air Transport Users Council.

If your flights were part of a holiday package, you should contact the tour operator. If they do not provide a satisfactory response you should contact Consumer Direct.

Your Rights: If your flight is delayed more than 5 hours and you decide not to travel as a result, you are entitled to a full refund of your ticket.

If your flight is cancelled you are entitled to financial compensation unless you were informed 14 days before the flight, you were re-routed close to your original time, or the airline can prove the cancellation was caused by extraordinary circumstances.

Depending on the circumstances, if your flight is delayed or cancelled, you may be entitled to receive assistance such as catering, communications and an overnight stay if necessary.

‘Extraordinary circumstances’ includes an airline going bust, so if this is the reason for your flight cancellation you cannot claim compensation from the airline. You are, however, covered by the following:

• Section 75 of the Consumer Credit Act if you paid for the flight with a credit card or Visa debit card;
• Your travel insurer may also cover you for scheduled flights, so check your policy;
• If your flight was booked as part of a package, or through an ATOL bonded travel agent.

These are therefore options to seriously consider whenever you book a flight!

More Help: For some inspiration on making a successful complaint, have a look at our travel complaint sample letter.

We also have some sample complaint letters for:

• Substandard Holiday Accommodation
• Poor Restaurant Service

Top tips

Beware the customer services helpline! If you want to make a phone call to complain, or you have to for any reason, that’s fine. But be prepared for some frustration! You will invariably be waiting on the phone for some time, and it’s quite likely you’ll be transferred from department to department and maybe even cut off along the way.

Never send away any original documents to anyone. If you are asked for them, or you think they would help with your complaint or appeal, send photocopies only. You must always keep the originals safe as they are your proof.

Our blog. Don’t forget, there’s always our Rip-Off Britain blog where you can let off some steam about any consumer niggles that are bothering you! We try our best to look into anything brought up here and on our Facebook page, so feel free to post your queries and we’ll see what we can find out for you.

Useful Links

For loads more handy information on complaining, check out these helpful websites:

• Quick Consumers
• Finance Victims
• Financial Ombudsman Service
• Citizens Advice Bureau Advice Guide
• Citizens Advice Bureau Consumer Fact Sheets
• Financial Services Authority
• Consumer Direct
• Office of Fair Trading
• Ofcom
• Which? Consumer Advice