Consumers can’t bring themselves to complain

CONSUMERS are accepting shoddy goods and bad service because they do not have the confidence to complain.

A study found 72 per cent of shoppers wish they were better at asking for a refund or replacement.

And as many as 28 per cent admit they put up with things like queue jumpers, substandard meals and transport delays because they lack the confidence to speak out.

Meanwhile, three quarters of people have on occasion avoided making a complaint altogether.

Consumers missed out on an average of £275 each in the past year by not taking a stand when they could have, the Financial Conduct Authority (FCA) study found.

Deadline

Restaurateur and TV presenter Fred Sirieix said: “Complaining gets things done; it makes people sit up and take notice.”

Younger generations are the least likely to be proactive about getting problems resolved, or their money back.

Only 46 per cent of 16 to 24-year-olds would complain about bad service in a restaurant compared to 71 per cent of those aged 55-plus.

The FCA’s research, launched to highlight the August 2019 deadline for Payment Protection Insurance (PPI) complaints, also shows younger groups are the most likely to leave it too late to complain.

TV presenter and fashion designer Gok Wan, said: “Just like fashion, complaining is all about feeling fearless. There are loads of ways to get problems solved and your money back.”

Andrew Bailey, chief executive of the FCA, said: “With time running out to claim for mis-sold PPI, we want to make sure everyone feels empowered to check and complain before the deadline on August 29, 2019.

“Checking and complaining directly to your lender is free and simple.”

PPI was sold with loans, credit cards, mortgages and other kinds of credit too, like car finance and catalogue accounts.

So far, more than £30billion has been paid out in compensation by mortgage lenders and credit card companies.

The average payout stands at £2,750.