If You Complain on the Telephone: - Make a note of what you want to say,
- Have receipts and any other documents handy,
- Get the name of the person you speak to,
- Note the date and time and what is said,
- Follow up your call with a letter, particularly if your complaint is serious.
If You Complain in Writing: - Describe the item or service you bought,
- Say where and when you bought the item, or when the service was done, and how much it cost,
- Explain what is wrong, any action you've already taken, to whom you spoke and what happened,
- Say what you want done to remedy the situation, for example a refund or repair, or the job done again without charge,
- Consider using recorded/special delivery so you can check your letter has been received,
- Keep copies of any letters you send - send photocopies, of original documents.
Further Tips: - Consider getting an expert's opinion in writing to back up your complaint. Motoring organisations offer reports on cars, but any reputable trader with relevant experience can count as an expert. You might have to pay for this.
- If you did not fix a price but you think you've been overcharged, get quotes from other traders for comparison when you complain. Some may charge to do this.
- Take photographs if appropriate.
- If you bought the goods or services on a credit card, you might have additional protection.
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