How to complain and get results

At some stage we’ve all found ourselves on the receiving end of shoddy customer service or an unfulfilled sales promise. How you react to the situation is vital if you stand any chance of being compensated. Screaming down the phone at a junior sales assistant won’t help; neither will hurling your stiletto at the nearest member of staff. So what should you do?

1. Do a fact check Before you pick up the phone, be clear of the facts and, if appropriate, make sure you have all the evidence to hand. Also, establish what you would like to achieve from the complaint. Will a verbal apology suffice or are you expecting some form of compensation?

2. Go straight to the top Rather than explaining your situation to someone who is not in a position to make a decision, ask to speak to the branch (or company’s) highest authority. This will establish that you’re serious about the situation and will, in most cases, ensure the issue is resolved as speedily as possible.

3. Keep a complaints diary Make a note of the names of people you speak to along the way, whether in store or over the phone, together with times and dates. This will allow you to present a clearer argument and holds way more weight than saying that “a woman in a blue shirt assured you that you would be able to return it”.

4. Know your rights Pay a visit to the Trading Standard's website and browse through their consumer advice pages. You’ll be far more confident in your approach with the manager when you know that you’re well within your legal rights to complain.

5. Stay calm The last thing you want to do is give the individual you’re confronting ammunition to accuse you of verbal abuse! As such, do your best to remain cool, calm and collected while presenting the facts.

6. Persistence pays Don't be put off if you don't achieve your ideal outcome the first time. If you've been using the telephone up until now, back up the complaint in writing wherever possible. If you've been speaking to the store manager, request to speak to the area manager. And, if you still don't get anywhere, contact the Citizens Advice Bureau for guidance.

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