Complaining about goods and services – all you need to know

Consumer rights and how to use them when complaining about goods and services

There are loads of posts on complaining about goods and services on the blog. Here for ease are links for you to find the information most relevant to your issue.

Using consumer law to complain about goods

A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services

What you need to know about the Consumer Rights Act 2015 digital content additional information

How to use the Misrepresentation Act 1967 all areas of the Act

The Acts of law protecting you from poor service & faulty items particularly useful for items and services purchased before 01 October 2015

Stories about using consumer rights to complain about goods

When flowers aren’t delivered: What to do a quick story regarding complaining flowers not delivered.

BHS customer care mistakes which made it look like it didn’t care! Although BHS is no more this story covers what you can do when a piece is missing from a product and you don’t want to take the item back, you want the piece!

How to beat Uncle Tom Cobley’s customer service a story of the rare occasion when it may be better to deal with the manufacturer

How to complain about an item over a year old and how not to be fobbed off

Rip Off Britain faulty goods

Complaining about services

A Guide to the Consumer Rights Act 2015 – the main law covering faulty goods and services

How to use the Misrepresentation Act 1967 all areas of the Act

The Acts of law protecting you from poor service & faulty items particularly useful for items and services purchased before 01 October 2015

Stories about using consumer rights to complain about services

How to get the cream (without being a clot!) a story of complaining about poor service when wanting a cream tea!

When flowers aren’t delivered: What to do a quick story regarding complaining flowers not delivered.

Not such an Easylife customer service a story about perseverance and complaining on principle

How to complain about deliveries

What happens when a business doesn’t prepare for a promotion story of how a delivery was late, then packaged badly causing damage. The claim.

Your rights, mail order, online and deliveries all you need to know regarding how to complain about purchasing items off premises

Deliveries ITV news with Martin Lewis, Helen Dewdney & Peter Handley

All you need to know about unsolicited goods what you need to know if you have received items that you didn’t order

Rip Off Britain shopping online

How to complain in different specific sectors

Electricity pylon Everything you need to know to complain about energy problems

 

All you need to know to make a complaint about energy posts about your additional rights specific to the energy sector for various situations

 

lap top on woman's knees phone in one hand

 

All you need to know about complaining to telecom providers posts about your additional rights specific to the telecom sector for various situations

 

 

Look out timber frame on a beach "researching, booking and complaining aabout holidays and flights. Tips, ideas and your rights"

 

All you need to know about booking/complaining about holidays/flights/travel posts about your additional rights specific to the travel sector for various situations

 

How to take complaints further

How to contact CEOs when and how to get contact details of CEOs and how to write a letter to a CEO

Alternative Dispute Resolution (ADR): What it all means post that explains what it is all about and how you can use it.

Landing in court with Ryanair warning about using AviationADR when dealing with aviation complaints

Ombudsman Omnishambles and More Ombudsman Omnishambles the research reports looking at how some ADR schemes such as the one run by Consumer Dispute Resolution Limited which used to run The Retail Ombudsman and lost the title are being approved and monitored.

Rip Off Britain Independent reports

Tips on complaining effectively

Top 20 Tips How to complain effectively! Lots of tips and advice to making sure you always get what you are entitled to when you complain

Top 20 Tips for Complaining Effectively

How to write a letter of complaint a sample formal letter  of a complaint written regarding an issue with Sharps fitting a bedroom.

Everything everyone needs to know about call centres the secrets of how they work and how to beat them

What happens when a business doesn’t prepare for a promotion outlines how you can get to the front of the queue of complaints.

Why you suck at complaining (and what you can do about it) not good at complaining? The reason and what to do about it may be here!

Why you should write not ‘phone to complain effectively whenever you can you should write not phone, here’s why.

Helen Dewdney, The Complaining Cow BBC Breakfast TV Discusses How We Complain in the UK

7 Common fob offs that companies use to not give refunds! typical fob offs companies use to stop you asserting your rights and how to address them!

15 Great words to use in complaints helpful to use in those emails!

10 Types of Complainer Which Are You? check yourself out!

How to Complain Effectively

How to use social media to complain

The twitter symbol How not to complain on Twitter

Is social media an effective method for complaining?

5 ways how not to use Twitter to complain (and 5 ways how you should)

 

Questioning why you should complain

7 Questions you should ask yourself if you don’t complain!

Warning: How not complaining drives up fat cat profits!

Complaining in the EU

What did the EU do for consumer law? various consumer laws that cover you when shopping in the EU.

What to do when your flight is delayed – the full guide everything you need to know about delayed and cancelled flights, your rights and how to take matters further and a warning should you use AviationADR

Look East interviews Ryanair CCO and Helen Dewdney

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For more advice, consumer laws and template letters GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

Nearly everything you could ever need to make a complaint about anything!

How to write a letter of complaint

Many people say to me they don’t know how to put a letter or email of complaint together. I have provided lots of Tips and regularly give advice on Twitter and Facebook but here’s an example of an email I wrote for  Elaine who writes a testimonial here.

The email below was sent to the CEO of Sharps. They were very poor. The matter was handed down to someone else and the work was undertaken by the date specified. We had to send a further email to request the redress, which she got. £250

Dear Mr Smith

RE: Drawing No: 101513

I am writing to you to express my disgust at the atrocious service we have received from Sharps.

We recently purchased a made to measure set of bedroom wardrobes and units from your company which were delivered to our address on 05/11/2013. Until this point we had received excellent service from your company. The designer Alan and the surveyor also named Alan were both very professional and left us feeling confident that the work would be completed to a high standard and in a reasonable time frame. In order for the work to be completed as scheduled we employed our own builders at our personal expense to carry out the necessary preparation e.g. moving electrical sockets and redecorating to take place to accommodate the wardrobes and units. Our bedroom was cleared of all furniture as instructed by the surveyor, including our bed on the 05/11/13. However since the units were delivered on the 5/11/13 there has been no progress.

After initially being told the installation would take place a few days after the delivery date we were then informed that installation would take place on the 12/11/2012. This was not ideal for us but we were satisfied that at least we had a confirmed date and arranged to take annual leave from work as we were informed installation would take 3 days. However things went from bad to worse.

12/11/13 – No one attended our property to install the wardrobes. A breach of the Supply of Goods and Services Act 1982. * We did not receive any notification that installation was not going ahead. We telephoned customer services and spoke with Ms Cox who informed us that a colleague had called and left us a message on Saturday (9/11/13) informing us that installation would be delayed until the 13th November. We did not receive any such phone call or message and I am appalled that I was told this. We were informed a fitter would be with us on the 13th between 8 – 9am. As I had taken annual leave from work I had to re-negotiate a change in the annual leave at short notice, again.

12/11/13 At 7:30 pm – I received a call from customer services informing us that a fitter was not available to attend on the 13th but we would be contacted the following morning when they could find a fitter for the 14/11/13 – At such short notice it was obviously hard for me to re-negotiate a change in my annual leave again.

13/11/13 (am) – I received a call from Ms Cox informing us that she was trying to find a fitter for the next day and she would call us back.

Later that day it was left to me to follow up this ‘phone call.  We called the customer service department to find out if a fitter had been arranged and were told “No as it was a very busy time of the year” (wholly irrelevant and this should be planned for especially as we had already been dreadfully treated) and they would contact us the following day for a fitter to attend Friday (15/11/13) and Saturday (16/11/13).

14/11/13 (pm) – I received a call from Ms Cox informing us that she had not been able to arrange for a fitter for the Friday & Saturday but guaranteed a fitter would be with us on the  20/11/2013 between 8 -9am. Again I had to arrange more annual leave for the following week.

19/11/2013 (PM) – I rang customer services to confirm someone would be attending on the 20/11/2013 and were told it was on the system and a fitter would definitely be there between 8am-9am.

20/11/13 @10am – No-one arrived. We rang and spoke to Ms Cox again only to be told that no-one would be available today and we should never have been told someone would be (even though she had guaranteed it the previous week). The earliest date would be Friday 22/11/13; however she would try and find someone for 21/11/2013.

20/11/13 (pm) – I called again to ascertain if a fitter had indeed been found for 21/11/13 and were told by Ms Cox that it would be Friday 22/11/13

21/11/13  (pm) – I called the customer services again to ascertain if a fitter would be attending on Friday 22/11/13 and was told a fitter by the name of John would be with us between 8-9am on Friday 22/11/13.

21/11/13 (9.00am) – A ‘phone call received from Ms Cox asking whether the fitter had arrived. No-one had arrived up to this point. She promised to contact the fitter and then call us back with an update. I had to call back at 09:50am to find out what was going on, unfortunately Ms Cox was unavailable. She returned our call at 10:06 when we were informed that the filter was unattainable and his manager was unaware where he was.

To date we are no closer to an installation date  and are left not knowing when they will be installed.

We are appalled at the service we have received. You are in breach of the Supply of Goods and Services Act 1982; you have not provided services of a reasonable standard to which we are entitled. I found Ms Cox’s attitude dismissive and not at all sympathetic to the stress of the constant inexcusable delays, the repeated broken promises, the poor communication, and the inconvenience of having to change and re book leave from my work place at very short notice to accommodate a date for a fitter and of course not having a bed to sleep in for two weeks.

I trust that you will be as appalled as we are with the outrageous service we have received. Sharps is clearly in breach of the aforementioned Act. I am legally entitled to services of a satisfactory standard which should be completed within a reasonable length of time with no inconvenience to us and obviously we have not received this.

I expect to receive redress for the stress and inconvenience caused in addition to the out of pocket costs I have incurred. I have now used up all my leave as I was not able to change all the days I had previously booked. I expect redress for the loss of my annual leave. I earn £xxx a day and lost xxx days due to the errors made by Sharps. I expect this to be reimbursed in addition to an appropriate amount for the inconvenience and stress of the continued delays and being without the furniture.

I expect the furniture to be fitted by Saturday of this week and this is now non negotiable.

If I am not fully satisfied with your response I will not hesitate in taking the matter further which will include, but not be limited to Trading Standards, social media and The Small Claims Court. I will be seeking a full refund, costs as above plus court costs and further costs incurred.

Yours sincerely,

So that is an example of an email that gets results. Factual, clear, dates, times and names. Reference to the relevant Law and details of what you will do if the matter is not resolved to your satisfaction.

She got £200 and the bedroom was fitted by the Saturday!

I’d suggest you don’t use Sharps either.

* For purchases made after 01 October 2015 you would need to use the Consumer Rights Act 2015.

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

If you need help with complaining GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

Top 20 Tips for Complaining Effectively