Be sure that you complain effectively

AS with most things, there are good and bad ways to go about complaining. Make sure you complain effectively.

Be prepared: Keep all your receipts. Get into the habit of putting receipts for major purchases in an envelope then tuck it away in a kitchen drawer or back of a cupboard with any guarantees you are given.

Know your rights: The Consumer Rights Act 2015 changed several longestablished rules about refunds. Have a read online.

Act fast: If a purchase goes wrong, it may make a difference if you complain quickly.

Be clear: Make sure the company you are complaining to knows what you want and/or when you want it done.

Be polite: If you complain in person, your case won’t be helped by losing your rag, no matter what the circumstances.

Do it in writing: A paper trail of who said what and when will be useful. Take note of what is said in verbal exchanges.

Escalate: Ask the company you are dealing with what its official complaints procedure is.

ADR: Some sectors, for example phone companies, have an Alternative Dispute Resolution service. Use it.

Deadlock: If the dispute can’t be resolved ask for a “letter of deadlock” to show you’ve done all you can to resolve the matter.

Ombudsman: Once you have come to a deadlock, many types of shops and services have a specialised ombudsman to settle disputes. Go to ombudsman-services.org

Persevere: Don’t give up. If a purchase isn’t fit for purpose the law is on your side.

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