HOW TO
COMPLAIN
Jasper Griegson, better known
as The Complainer to readers of the Daily Express, has been writing
letters of complaint for over 20 years.
Jasper deals with everything,
be it a dodgy toaster, a smelly hotel, the price of petrol, or broken
computers.
He says: "We get what
we deserve and what we deserve is bad service and shoddy goods.
Why? Because we don't complain enough."
Jasper's tips on complaining
- Commit your complaint to
writing. The pen (or keyboard) is more powerful than the sword.
- Carpe diem - seize the
day. Seize the moment and type your complaint without delay.
- No institution is too big
or too important to receive a letter of complaint. Fear nobody.
- Keep a sense of perspective.
A good complainer always
remains cool and calm, whatever the circumstances, allowing you
to approach the problem with infinitely improved perspective.
- A good complainer is a
happy complainer. Give the company concerned a chance to win you
back.
On Your Behalf Guide
to Writing Letters of Complaint
A letter of complaint for faulty
goods
Suppose you have already spoken
to the manager, who would not help you. Even then you should still
write to the shop. If the shop has a head office, write to them.
Address you letter to the Customer Services Manager.
Always keep a copy of your
letter. Send your letter by Recorded Delivery or at least get a
Certificate of Posting. The certificate of posting is free from
the Post Office.
A letter of complaint must
include:
1st paragraph: Brief history
of your complaint
- A brief description of
the item
- The date you bought the
item
- The price you paid for it
- The branch of the shop where
you bought it
- When it developed a fault
(if you think it was faulty when you bought it - say so)
- What is wrong with it
2nd Paragraph: Action you have
taken to try and put matters right
- The date you returned it
to the shop
- Who you discussed your
complaint with (name if possible) and their comments
- Any other action you have
taken
3rd Paragraph: What you would
like the shop to do
- Refund the money in full,
or
- Replace the item
- Repair it
- If you feel you are entitled
to extra compensation - say so - and explain why
Never be rude in your
letter - you won’t gain anything by it. If the shop was not
prepared to help you when you went to complain, just use a phrase
like "the manager was not prepared to assist"
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