We’re a nation of moaners
WE’VE all done it: sat in a restaurant seething over the awful food but when the waiter asks “How was your meal?” as he clears away the plates we reply brightly, “Lovely, thanks!” and then grumble all the way home.
The British enjoy a good moan. They just don’t necessarily moan to the right people – the people who can make things right.
Figures compiled by Ombudsman Services show that Britons made 66 million complaints last year, which works out at more than one grumble for every adult in the UK. That’s an awful lot of unsatisfied customers.
Around 18.7 million complaints were made on social media but that does not make us more effective complainers, says Helen Dewdney, author of a bestselling book on the subject .
“I haven’t really noticed people complaining more effectively,” said Dewdney, who launched an advice website, The Complaining Cow, in 2012. “I am still having to help people with the same sorts of problems. Going on Facebook or Twitter is not complaining, it’s having a rant. Yes, you might start something and a good company will respond to that but eventually that comment you put on Twitter will be taken down and disappear.
“What this survey doesn’t tell is how many people got redress or a refund after their complaint, which is surely what’s most important.”
She has a point. According to the website of the Consumer Action Monitor, which compiled the figures, the survey uncovered another 71 million problems that consumers did not complain about, suggesting that when faced with shoddy service the British are still too willing to just grin and bear it.
Nearly half – 45 per cent – of people with a complaint say complaining is not worth the hassle.
And that is what many companies bank on, says Dewdney. “They know that people get worn down and give up.”
In fact, acting on complaints does not necessarily mean paying money to the complainer. Fewer than a third of aggrieved customers are after financial compensation. Most simply want an apology and recognition that they, the right.
But like good service effective complaining is a skill. Here Helen Dewdney offers some tips on how to get results:
1are
in
the Act quickly. Do not waste weeks on moaning. Put your complaint in right away, while all the details are still fresh in your memory.
2Ensure your grievance is valid. Otherwise it won’t be taken seriously.
3Avoid complaining by phone. Emails and letters give you undeniable proof of correspondence and the space to think clearly about what you want to say.
In a phone call you are more likely to lose your temper or forget something and there will be no record of what was said. If you must complain by phone ensure you get the name of the person you are talking to.
4customer, Be polite. Remember, the person in customer services is not the person who got things wrong. People are more likely to respond well if you are calm and courteous. If you are rude and swear, that could give grounds for refusing to deal with you.
Avoid sarcasm, unless it is for humorous effect, and think very carefully before using it. If you are a long- standing customer say so and point out that the company has always given good service in the past.
5Be objective. Don not make personal remarks or fire off insults. Stick to facts.
6Be correct. If you cannot be bothered to get basic grammar and spelling right the rest will not be taken seriously.
7Beformal. Sign off with “yours faithfully” if writing to “Dear Sir or Madam” and “yours sincerely” if writing to a named person.
8Beconcise. If the complaint is long summarise it ( for example, “ten phone calls, two visits, wrong information”). Use bullet points or numbered lists for clarity.
9Provideevidence. If your faulty washing machine has ripped up your clothes, send a photo. Always try to get the names of every individual with whom you have had dealings.
10Be clear about what you want. Is it an apology, a refund or compensation? Give them a deadline and tell them what you intend to do if they have not acted on it.
11Knowing the legislation will certainly help your case. For example, if goods are lost or damaged in transit do not allow them to pass you on to the courier. Your contract is always with the retailer or supplier of the goods. If there is a delivery problem it is for them to sort out.
12As it’s revealed that Britons made 52million
complaints about poor services and products last year we ask an expert for her
checklist on how to grumble effectively
If you are not satisfied go to the CEO. Your complaint will get more attention if the people who are supposed to sort it – manager or customer services – have failed to do so. You can find contact details for CEOs on CEOemail. com.
For more tips visit thecomplainingcow. co. uk How to Complain: The Essential Consumer Guide To Getting Refunds, Redress And Results! by Helen Dewdney, £ 15.