Best way to complain when dealing with a big company

MILLICENT MATHESON provides a good example of how to complain to a big company. Mistakes will be made. When this does happen, experience shows that it is more difficult to get a big company to listen to you.

The golden rule is to keep asking that your complaint be escalated up the chain – you have to get someone who makes decisions to take notice.

If you aren’t getting satisfaction from a call centre, insist upon speaking to a supervisor.

And keep asking. Keep hammering away until you get to speak, or write, to the bigwigs.

Note the names of the people you speak to. Note the time that the call was made. If you email or write make a list of the times and dates. Quote the details of all this correspondence each time you speak to the company.

Sooner or later, someone in authority will investigate your case and if they see a lengthy trail of letters or calls they will pay attention.