8th Jun 2015
We would advise that the first port of call for any complaint is to contact the organisation’s customer service team to let them know about your issue – you could contact them by email, telephone, letter, through social media or in person. If they are unable to resolve your complaint to your satisfaction, you should then find out about the possible next steps you could take in order for your complaint to be reviewed or escalated. Further details may be available from the contact us section of the website, on a receipt or within a previous correspondence.
When communicating with the organisation you should clearly and calmly state the original issue, the steps you have already taken and any response you have already had. It is also important to be clear about the outcome that you are seeking from making the complaint. You could also include copies of any interaction you have had so that the organisation has all of the information available to hand.
To find out more about your rights or for help and advice about what to do next we would suggest you contact one of the following:
Trading Standards: www.tradingstandards.gov.uk
Citizen’s Advice Bureau: www.citizensadvice.org.uk
Ombudsman or Trade body: www.ombudsmanassociation.org
We very much hope that you are able to reach a satisfactory resolution with the organisation in question and that the information that we have provided has helped you with your complaint.
If you have any additional questions that you think we can help with please email us at [email protected]