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 Adam French,
Consumer Initiatives Manager at Which?
Adam French’s complaining habits
1) Generally, do you complain to a company regarding a faulty item?
It depends on my own expectations of a product, taking into account how it was sold, how old it is etc. But generally speaking – yes.
2) How much does the likely redress have to be before you will complain and why?
It’s usually more dependant on how annoyed I am!
3) How well do you know your legal rights (Consumer Rights Act, different sectors regulations etc.)
Pretty blimmin’ well, what with being Which?’s consumer rights expert. People like to bring their consumer problems to me for help solving them – a bit like having a friend who is a doctor that everyone brings their health concerns to.
4) If you receive service over and above good do you give feedback? How?
Usually on Twitter, or via the companies own feedback mechanism.
5) If you receive poor service how many people do you tell (include your social media followers too!)
Anyone that will listen!
6) If you receive good services how many people do you tell?
Anyone that will listen!
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?
Always ask myself if it’s worth the effort. i’m not the kind of person who’ll complain out of principal – there needs to be a pay-off, wither emotional or cash!
8) What do you think of using social media to complain?
It’s the main reason I have Twitter!
9) Is customer service/being able to gain redress a factor when deciding where to purchase an item?
The chances of things going wrong are pretty slim, but if I have received bad service, it’s dramatically less likely that I’ll ever give that company my business again.
10) Do you ever contact a CEO of a company? If so at what point in the complaint process?
I’ve never needed to – but I do know what I’m doing when it comes to getting redress! To be honest before it ever got that far I’d be looking at using S75 or chargeback to recover my money.
11) If you have ever used an ADR scheme (ombudsman/mediation/arbitrator)
I started small claims proceedings against a ticket company after it kept my booking fees (£100’s) following an event cancellation. Within a few days I had all my money returned to me and my money claim online fee paid back to me. I never got my day in court.
About Adam French
Adam is a consumer rights expert at Which?, and the former editor of its online consumer rights advice website. Prior to becoming editor, Adam spent three years as a digital journalist at Which?.
Read about the interviewing habits of other public figures in the series of interviews by The Complaining Cow
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