The right to complain...

From National Gin Day to World Tiger Day, it seems that any 24 hours can be branded as a way to celebrate a person or a product, or highlight a problem.

This month alone, has seen “days” focusing on everything from sparrows to glaucoma, women to wildlife, and even happiness.

Importantly for us at Which?, this month also marks World Consumer Rights Day. The date – March 15 – was chosen because it was the day when President John F Kennedy, in 1962, sent a message to the US Congress in which he formally addressed the issue of consumer rights, becoming the first world leader to ever do so.

His message about people’s rights to be safe, to have redress, to be informed, is as vital today.

Of course people can only feel confident about their consumer rights, if they actually know what they are, which is why education is so important.

The fact that British people rarely complain about shoddy service or faulty goods, is not just because of a sense of misplaced politeness, it’s because too many still don’t know their rights.

That’s what Which? is here for. To guide you in complaining – should you need to – about everything from endowment policies to pensions to pushchairs.

But here are some of the basics should you need to complain to a company...

Firstly, complain directly to the firm in question and do it in writing. If it has an official complaints procedure follow its instructions – and always keep a copy of all documents you send and a note of when you sent them.

If you’re unhappy with the outcome, you can refer your problem to the relevant ombudsman or use an alternative dispute resolution scheme.

ADR schemes can help both parties to find an amicable solution but the arbitrator’s decision is binding on both parties, so you can’t then take the matter to court or use an ombudsman service.

Ombudsmen can act as independent referees – but they’re really a last resort, so do all you can to rectify the situation with the company first.

You can also use the small claims court as a final solution. And of course you can always send me your consumer complaints