Stop grumbling ... start complaining
As a nation, we are not great at complaining about shoddy services or products. So our columnist Bill Tyson reckons we all need to channel our inner Victor Meldrew .... and here’s how to do it!
Idon’t believe it! TV’s Victor Meldrew made a comic career out of moaning, often using that catchphrase to express his disgust at how shoddily life can treat us. We could use more Victor Meldrews in Ireland, because making effective complaints is something that Irish people have not been great at.
Traditionally we’re seen as reluctant to make an official or formal complaint.
So is this changing as we become evermore protected by EU legislation, a veritable pack of consumer watchdogs and easy access to information via the internet?
In certain areas, consumers are well protected and we do stand up for our rights. When you buy something faulty, either online or in a shop, you can return it and get one of the three Rs – replacement, repair or refund.
If your flight is cancelled, even Ryanair can’t wriggle out of paying decent compensation. But complex areas such as finance and telecommunications are more problematic.
While our various watchdogs are all busy, in the past some have been shown to lack teeth and/or the will to bite in a timely fashion to prevent scandals getting out of hand. The tracker mortgage issue showed up flaws in Central Bank regulation of banks. And there are growing issues with mobile phones and internet complaints.
To get better at complaining, it might also help to know exactly what our watchdogs do. So here is brief guide:
THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
He has real teeth that can lead to compensation awards for consumers of up to €250,000. The Ombudsman dealt with 4,513 complaints in 2016. First he will try mediation and if that’s not to your satisfaction, there’s a formal investigation. The final decision is legally binding, which means it can only be appealed to the High Court. This is unlikely to change the result, however, as the courts tend to take their lead from the Ombudsman’s findings. The service is free of charge.
Phone: (01) 567 7000 Email: info@fspo.ie
THE COMPETITION AND CONSUMER PROTECTION COMMISSION
The CCPC is contacted more than most watchdogs put together. These 42,000 contacts are mostly from consumers seeking information about their rights.
However, ‘the CCPC does not have an ombudsman-type role where we intervene with traders on behalf of consumers,’ a spokesman explained.
The CCPC has clamped down on issues involving insurance, car finance, public transport, waste and residential care. It also provides useful information, including the best mortgage, savings, credit card and personal loan deals on its website.
Consumer helpline: 1890 432 432. Website: ccpc.ie
THE CENTRAL BANK
The Central Bank didn’t cover itself with glory in the tracker mortgage scandal. Since then it has ensured that tens of thousands will at least get an offer of compensation.
The bank says it ‘does not investigate individual consumer complaints, but it appreciates and welcomes contact from consumers’. You can also use Central Bank to find out if a financial firm is authorised by it and to report unauthorised firms.
Helpline Lo-Call: 1890 777 777 or (01) 224 5800 Website: centralbank.ie
THE SMALL CLAIMS COURT
The Small Claims Court is a great resource that gets results. It provides an alternative to the costly and distinctly consumerunfriendly legal system. For a fee of just €25 and without hiring a solicitor, you can use it pursue claim against a retailer or service provider through your local district court up to the value of €2,000. See courts.ie for details.
THE COMMISSION FOR AIRLINE REGULATION (CAR)
When Ryanair cancelled flights last year, the CAR ruled that the airline’s offer of a €40 voucher was not enough and passengers should be paid €250 under European rules. Passengers affected by flight disruptions received €327,503 in 2016 – €311,350 in compensation and €16,153 in refunds and reimbursements.
Website: flightrights.ie
THE EUROPEAN CONSUMER CENTRE IRELAND
The ECCI helps with cross-border consumer issues. It’s one of the more proactive and vigilant watchdogs in dealing with consumer issues. While it can’t force companies to hand over hard cash, it has a very helpful information and intermediary service. The ECCI’s latest report shows air travel, car rental, electronic products, furniture, hotels and accommodation were the top five cross-border consumer complaints.
Phone: (01) 879 7620 Website: eccireland.ie How to complain about shoddy goods or services 1. Do it in writing, be it via email or letter, not over the phone, so you have the crucial ‘paper trail’. 2. Take photos of what you are complaining about as evidence. 3. If you are complaining about
Christmas presents that did not arrive on time or in one piece, contact the retailer, not the delivery company.
Give the company involved a deadline to respond to you by. Seven days is plenty.
Be polite and firm as well as clear about what you want. You may be entitled to a refund, a replacement, or a repair. Which one do you want?