ONE in three people think complaining isn't worth the effort - but how you do it can significantly increase your chance of success.
Consumer Direct surveyed 2,000 people and found a third would simply keep quiet about problems with goods and services.
But Deenagh Robertson, Consumer Direct operations manager, said: "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."
Try these tips:
- stay calm
- be clear about how you want the problem to be resolved
- act quickly. If there is a fault with a product or a 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.
- gather evidence - this could include photos or video. 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 complaints 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.
According to a 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 £1,000.
Call Consumer Direct Monday to Saturday on 08454 04 05 06.
Or log on to www.consumerdirect.gov.uk for more information.
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