Six steps to resolving your complaint

WHATEVER company you are at war with, it is important to know what rights you have when a complaint is not taken seriously. Here are The Mail on Sunday’s top tips: COMPLAIN first to the company. Do this via email or in a dated letter. Be matter-of-fact about what has gone wrong and clearly state how it should be put right. KEEP a record of all complaints and correspondence, as well as any evidence that backs up your case, such as photographs, bills and account statements. REFER your case to an independent mediator if the company does not reply within eight weeks or says it can do no more to help you. There is an Ombudsman for most industry sectors – including financial, property, energy, communications and general consumer issues. For mobile phone gripes, turn either to the Communications Ombudsman (0330 4401614; ombudsmanservices.org/communications) or the Communications and Internet Services Adjudication Scheme (020 75203827; cedr.com/cisas). FIND guidance about using an Ombudsman and making complaints on the Citizens Advice website (citizensadvice.org.uk/ consumer) or call its helpline on 03454 040506. TAKE legal action in the small claims court if an Ombudsman cannot resolve the problem and you need to take matters further. Details on how to do this can be found at gov.uk/make-court-claim-for-money. FLAG any inaccuracies or disputes about your payment history on your credit report by adding your own ‘notice of correction’. Banks judge whether to lend based on what is recorded on your credit file. Visit Experian.co.uk, Equifax.co.uk and Callcredit.co.uk – these are the three credit reference agencies holding the information.