How to complain when goods and services go wrong
Getting customer satisfaction when your goods and services go wrong
MONEY is tight, we’re all in lockdown and all our plans, purchases and trips have been thrown into disarray, possibly for the rest of the year.
So it is not surprising some companies are still playing catch-up when it comes to handling customer queries.
I’ve been on the receiving end of more complaints from readers than ever before on everything from airlines (OK, so it is mostly airlines) to holiday bookings, online shopping and insurance.
I’m always struck by the fact that, in many cases, people simply don’t know how to complain.
We might be considered a nation of begrudgers, and Joe’s ‘Liveline’ is always open, but there is a right and a wrong way to do it, and sometimes just giving out has far less success than knowing your rights calmly and clearly, and, more importantly, where to exercise them, especially during Covid-19.
That’s what I’m looking at this week across the most common areas.
Airlines
Neither Ryanair nor Aer Lingus have covered themselves in glory since the pandemic’s arrival. There is huge confusion over the vouchers offered by them in lieu of the refund, reschedule or rebooking, which the law says is the customer’s right when a flight is cancelled.
The law is 2004/EU261 and it applies across the EU. The airlines know it and the regulator knows it. Anything else is a try-on. By all means if you prefer a voucher, take one – Aer Lingus sweetened the deal with an extra 10pc – but you do not have to.
If you choose not to fly on a flight that is operational, you are not entitled to a refund, simply a return of taxes and fees. Refunds are due on cancelled flights must be made within seven days. If you have not received yours within six weeks, complain in writing.
Where: The Commission for Aviation Regulation (www.flightrights.ie) has the form to download. Do not use a third party company for this. They will take a massive fee and there’s no need.
For package holiday refunds, it’s the ITAA (www.itaa.ie) after querying with the tour operator/travel agent.
Financial services
Banks, insurance companies, credit unions and pension providers all come under the same umbrella and account for the vast majority of non-airline complaints every year, a third related to mortgages.
Ulster Bank and Irish Life were the worst offenders in 2019. In many cases, customers are confused about financial products. Understanding what they have bought is up to the seller but many cases are rejected because borrowers and account holders don’t fully twig how loans and insurances work. If you’ve exhausted the financial institution’s own complaints procedure, you can take your case further but it’s worth checking it comes under their remit.
Where: The Financial Services and Pensions Ombudsman (www.fspo.ie) has a downloadable claim form or you can call (01) 567 7000. The maximum award is €500,000.
Communications
Mobile phone and broadband providers have a lot to answer for when it comes to handling customers. Whether it’s bad service, no service, over-charging or poor billing, they’re rarely out of the news. They are regularly fined, but still the complaints keep coming, more than 1,200 of them in the final three months of 2019 alone.
Once you have exhausted the provider’s own complaints process, you can contact the regulator. It offers a dispute service after 40 days on unresolved queries for a €15 fee.
Where: ComReg covers all communications (www.comreg.ie)
Utilities
Water, gas and electricity complaints are usually over billing.
There’s a large range of suppliers, so complaining there is the first step. Have your bill with you and get the answer in writing or email if you can.
Energy bills can be confusing, so ask to be guided on terminology and what you are paying for. If you are fobbed off, approach the regulator. It’s free, independent and binding, and will be sorted within three months at the outside.
Where: The Commission for the Regulation of Utilities (www.cru.ie).
Purchases and retailers
Shopping rights don’t have a regulator per se, but they are covered in the Sale of Goods and Supply of Services Act 1980, and plenty of EU law.
If goods are faulty, not fit for purpose or not as described, you have a right to return it for replacement, repair or refund to the store. Do not be fobbed off by being told to go to the manufacturer. You do not have a right to return because you changed your mind.
For online purchases, rights are even stronger. You can return anything, for any reason, within 14 days of receipt, for a full refund, anywhere in the EU (including, for now, the UK). If you cannot, complain to the consumer authorities.
Where: In Ireland, www. ccpc.ie handles retail complaints; From an EU company or online purchases, it’s www. eccireland.ie
Just giving out has far less success than knowing your rights