Money and rights · 30 min
A complaint that gets read
When something has gone wrong with a service, a short, clear written complaint is more likely to be taken seriously than an angry call.
Being treated unfairly by a company or a service, or let down by a public service, can leave you angry and powerless. A good complaint is not about saying everything you feel. It is about making it easy for the person reading it to understand what went wrong and what you want.
The steps
Four small steps,in your own time.
Write down, in order and with dates, what happened. Keep it factual and short, and gather any letters, emails or receipts.
Say clearly what you would like to happen: an apology, a refund, a repair, a change, or an explanation.
Send it in writing to the complaints contact of the company or service, keep a copy, and ask them to reply by a reasonable date.
If you are not happy with the reply, ask how to take it further. Many sectors have an independent complaints service or regulator you can go to after the company has replied.
The reason
Why it helps
A clear, calm complaint makes it easier for someone to act on it. Dates and evidence make your case stronger. Saying what you want gives them a clear way to put things right. Keeping copies, and knowing the next step, means you do not have to start again if it goes further.
A gentle variation
If you are complaining about the care someone you love has received, ask them first if they want you to, and include their views. Many health and care services have a team that can help you make a complaint.
WE · TRIBE
Try itwith someone.
Ask someone to read your complaint before you send it. A fresh pair of eyes can spot what is unclear, and help take out anything that might distract from your main point.
Try it today
Today, write down in one paragraph what went wrong and what you would like to happen.
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