A New Programme Format! People on Their Own Gaining Redress from Companies!

Yesterday Martin Lewis asked for people who have had successes with gaining money back using Section 75 of the Consumer Credit Act. Obviously I have! More than once! Having good stories to tell I got in contact with Laura. She wanted me to come in to be interviewed this morning. I couldn’t because I wouldn’t have been able to get there in time (despite her kind offers of help). She told me that for the rest of the series they will be looking at people that need Martin’s help on various topics. This is the only segment where they needed to find people to talk about their success stories. For example, they’d be looking for someone who has had a private parking ticket further down the line, but not someone who has already successfully appealed against it. (Of course I have had success appealing a parking ticket!)

The excellent Watchdog, and charismatic Dominic Littlewood etc. all focus on people who need help in gaining redress. How about a programme showing people who are doing it without help?  Don’t get me wrong, there is certainly a place for these informative programmes (even threatening to take matters to Watchdog is often enough to get what you want!) and they do cover the more difficult ones where often I would simply be taking the company to Court. (Yes done that and won too more than once!) However, in addition to this style of programme wouldn’t it be good to see normal people challenging CEOs on their customer service? Or simply gaining redress on simple matters? Wouldn’t that make for a different kind of programme? It would be just as helpful as the other types. Sometimes people watch Watchdog and think that there’s no point in trying to gain redress from companies because it’s too difficult, takes too long or they don’t have the knowledge. I would love to see (be part of even!) a programme where average people assert their legal rights and indeed are part of improving customer service with their feedback. This might encourage people to fight too! I’d give Anne Robinson a run for her money if I could speak with Phillip Clarke CEO of Tesco who ignored me! More than once. Perhaps some more women on there too BBC?!

Would you like to see a programme where you see people fight back at companies treating them inappropriately? Find it interesting, useful, and/or helpful? Who wants to put the TV series proposal together?!

To complain or not complain

Do you complain or not complain?

Which complaining herd are you in?

Complaining effectively and not just for complaining’s sake all started here for me. Then some months ago, whilst successfully task avoiding and hunting through threads on LinkedIn, I came across Steve Clarke’s thread.  He challenged people not to complain for 7 days.

You can see where he is coming from. Not focusing on rubbish instead of the job in hand, positive thinking and all that. Of course there were the sheep who followed Steve and did all that “cow” towing about how it completely changed their lives! But being the argumentative soul that I am, I waded in with the fact that sometimes complaining is necessary. You gain redress, bring about change and can bring in funds!

Moaning and complaining – the difference

John Towers posted this: “Would it be valid to draw a distinction between moaning and complaining? I would suggest that a complaint is an expression of dissatisfaction which the person voicing it would expect to result in some sort of positive remedial action (probably by somebody else!), whereas a moan is a negative and apathetic response by someone who is not prepared to take responsibility for a situation”

Now that is probably a more eloquent way of explaining the difference between moaning and complaining than mine in the “About” page! We also agreed that where services for vulnerable people are concerned complaining is not only good it is essential! We work in businesses where we have to be ready to make and deal objectively and fairly with complaints, not least because it is stipulated in relevant regulations. That in turn makes improvements in services, why wouldn’t you want to have that approach and make a difference in any other kind of service?

Art to effective complaining

Steve did concede though that “Yes there’s an art to effective complaining – where you see a positive outcome”. Hey I’m an artist! He also wrote how he didn’t complain when an organisation contacted him while he was on holiday when it was clearly at fault. Steve was satisfied with not complaining and just confusing them. Me, I would complain and gain redress from them for inconveniencing me with their errors!

Steve and I were possibly arguing semantics at times, but in essence you are looking at not complaining and just getting on with the task in hand or complaining effectively and getting a positive result. To be fair they probably both have their place, but I’m a Change Manager, I want to affect change, have fun and if I gain redress for others and myself where applicable all the better. I had to stop arguing with Steve on Facebook and LinkedIn when I found out that he was using my posts in a seminar as how he got someone using one social network to engage on another. Someone called me a stalker because of the length of my post! NO! It was a long post because I used lots of evidence to back up my argument! Interestingly Steve did not engage in the debate. Perhaps more sensible than engaging in debate with me maybe or not practising what he preaches…?!

Is good enough good enough?

I disagreed with Steve’s “Good enough is good enough” stance arguing that “Good enough is not good enough” (Steve Jobs’ legacy!)  I also disagreed with him when he said that an email sent with grammatical errors didn’t matter. So I do hope that this Blog is good enough and there aren’t any errors!!! (Typos are different to grammatical errors remember!)

The 7 Day Challenge thread was probably one of the main inspirations for writing a Blog! (Cheers Steve!) Firstly there was no way I was rising to the challenge! Secondly, because I’ll use any tool available to me to prove my point, I decided to use a Blog!

Do share – which herd are you in?

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

laptop on someone's lap phone in one hand