WHAT YOU WANT: think about what you want before you begin.
For example do you want an apology, a change of policy, compensation
or a refund?
SHOW YOU KNOW: it helps if you know your
basic rights. If in doubt ask your local Citizens' Advice
Bureau or Norfolk County Council Trading Standards for advice.
WHO?: make sure you make your initial complaint to the right
person. If you are unhappy with the response you receive then
consider taking it to someone more senior. You don’t have
to go to the top first.
IN: it could take weeks or even months before your complaint
is resolved. Be persistent and patient.
YOUR POINT: you will need to be able to back up what you are
saying. Keep a note of all relevant information (dates, times,
reference numbers, names and addresses of witnesses - even
photographs if necessary).
PUT IT IN WRITING: while a telephone or
personal call is often the most effective way of making a
complaint, unless this resolves the issue immediately, follow
it up in writing. Keep copies of all letters and a note of
STAY CALM: you don’t want to be seen as
a pushover, but losing your temper will never guarantee you
get what you want. Be as reasonable as you can.
PHONE A FRIEND: you don’t have to go it
alone. Ask a friend, relative or an advice service to help.
DON'T DELAY: make sure you don’t leave it
too late before you complain. It’s best to speak up as soon
as you realise there is a problem.
THINK IT THROUGH: don’t be rushed into accepting
an offer of compensation. If in doubt ask your local Citizens'
Advice Bureau for advice.