How to complain well when...
Here’s what to do in the following scenarios
■ A RESTAURANT HAS SERVED POOR FOOD
Avoid saving your frustrations for TripAdvisor or Google reviews – get it rectified in the moment. “If your meal is dry, cold or generally unsatisfactory, you should begin by asking for a replacement meal, accompanied by money off the bill, or at least a complimentary drink or dessert for the inconvenience,” says consumer rights expert Martin Newman. Try to do this at the start of the meal or when it happens, rather than at the end. Most waiting staff will ask ‘how is everything?’ – this is usually the best opportunity to mention something.
Don’t want to cause a scene? If you’re dining with a group of people, you can discreetly pay a visit to front of house and explain the issue.
■ HOTEL FACILITIES AREN’T VALUE FOR MONEY Arrived in your hotel room to find that it isn’t clean, the facilities don’t work properly, or the fixtures and fittings are worn and tired? It might be tempting to wait until you return home to post a negative review on TripAdvisor. But if you’ve paid good money, you shouldn’t have to endure unsatisfactory accommodation for your whole stay. “Complaining on the spot will better entitle you to a refund, partial refund or a room change at the very least,” says Martin. Again, keep it simple and relay what has happened. It’s very hard to argue with the facts, unlike an opinion.
Know your rights
The best way to complain is to be well informed. Martin Newman, founder of review site Customer Service Action (www.customerserviceaction.com), shares his expertise on consumer rights
Each time you buy something you make a contract with the seller, where you and the other party agree to terms and conditions. In doing so, the seller has agreed to provide your statutory rights. “The most important statutory
Even personalised items can be returned if they’re faulty
rights come from the Consumer Rights Act 2015 and the Consumer Contracts Regulations,” says Martin. Under law, retailers must offer a refund for the following items if they are sold faulty:
■ Personalised and custom-made items (eg curtains)
■ Perishable items (eg food and flowers)
■ Newspapers and magazines
■ Unwrapped DVDs, CDs and computer software
Avoid complaining online-only
It might be tempting to express your frustration online, but this should be a last resort. “Most social platforms, such as Twitter, are often monitored by a customer service team who are very rarely able to resolve your issues,” says Martin. It’s much better to source a number or email address for head office.