A series of interviews by The Complaining Cow
In my series of interviews with people in the consumer world regarding their complaining habits, today is the turn of Georgie Frost.
Georgie Frost’s complaining habits
1) Generally, do you complain to a company regarding a faulty item?Absolutely.
2) How much does the likely redress have to be before you will
complain and why?
Obviously I factor in how much the ancillary costs of my complaint will be, ‘phone calls, travel, my time etc. to sort out the problem, but it is definitely more about the principle for me rather than the redress. It also depends on my mood, whether I have experienced this before with the company and how bad the fault.
4) If you receive service over and above good do you give feedback?
Yes, I try to. I will often leave a review on Google, say a public thank you on social media and of course say thank you directly to the person. It is important for balance as we are more likely to have a go at a company when they do something wrong. Given how much I use reviews, I should really post more, especially average ones.
5) If you receive poor service how many people do you tell (include
your social media followers too!)
Again, it depends on how bad the service, where the fault lies and how it was remedied, but I can tell many people. And I have a long memory!
6) If you receive good services how many people do you tell?
I am more likely to post a positive comment on social media than I am a negative. I feel my account is not really there for my own personal gripes, I prefer to highlight other people’s.
7) If you don’t really complain or it has to be a significant amount
in question before you will, what stops you from complaining?
Time and effort, generally. We all have experience of poor customer service that can put us off. I was complaining to a ‘phone company the other day on behalf of my dad. I managed to get him about £100 back but it took an hour and a half on the phone, speaking to 4 different people across two continents. It was actually quite stressful. I managed to make a batch of brownies from scratch once, in the time that it took me to complain to HMRC. At the end of it the problem still wasn’t resolved but at least I had fresh brownies!
8) What do you think of using social media to complain?
I think it can be useful, if used properly (i.e. not just a mad rant!) to get you directed to where you need to go. Rarely does it solve the problem outright, although it can. I fear that my experience is not going to be the same as a general member of the public though who doesn’t have ‘journalist’ in their Twitter blurb or thousands of followers.
9) Is customer service/being able to gain redress a factor when
deciding where to purchase an item?
It depends on what I am buying. With something like insurance or a mobile ‘phone contract then I will factor in customer service and reviews, more than if I was buying goods.
10) Do you ever contact a CEO of a company? If so at what point in the complaint process?
I have not, no
11) If you have ever used an ADR scheme (ombudsman/mediation/arbitrator)
or gone to Small Claims Court tell us about it
About Georgie Frost
Georgie is an award-winning broadcaster, sport and finance journalist, speaker and media trainer. She was a BBC sports presenter and in 2014/15 moved to host a daily finance-based radio talk show. Named just 18 months later Financial Broadcast Journalist of the Year and recognised in the top 5 Best New Voices (Radio Presenter) category at the APA awards. She is also a three-time Guardian award-winner for her sport coverage and twice Sony award-nominated news journalist.
Since leaving Share Radio in 2017 she has continued to present, freelancing on national talkRADIO as well as become a regular commentator and newspaper reviewer on BBC 5Live. She appears on TV and radio as a personal finance and consumer affairs expert.
She creates and hosts the NS&I sponsored This is Money podcast with the MailOnline over the last 5 years. It now features in the iTunes top 10 Business podcasts.
Read about the interviewing habits of other public figures and people in the consumer world in the series of interviews by The Complaining Cow
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