BBC Radio 4 - Radio 4 in Four - Ten top tips for nailing complaining (2024)

When did you last pick up the phone to a call centre to log a complaint about a faulty washing machine or a delivery that went AWOL? Whenever it was, you can be sure you weren’t alone. The latest figures from the Institute of Customer Service show the number of people experiencing a problem with an organisation is at its highest level. Customer satisfaction is on the decline.

When it does go wrong, how should you complain? What's the best way to get what you want? Thankfully, You and Yours has been gathering all your best hints and tips for successful, fruitful complaining. Go forth and make a fuss! Expect repairs, refunds, and replacements aplenty.

1. Be clear on what your complaint is

Before you pick up the phone or start drafting an email to the company in question, you need to be totally clear in your own mind exactly what your complaint is. Write down your issue (or issues) in concise bullet points so you can express yourself clearly when the hold music finally stops and you get a real person on the end of the line. If you’re not sure exactly what your point is, they certainly won’t be.

2. Know what result you’re hoping to achieve

As well as being clear on the specifics of your complaint, have in your head what solution would be acceptable to you. There is little use in complaining if there’s nothing that can be done about it and no possible compensation that you would deem acceptable. (Unless you just want to get it off your chest, which is, of course, reason enough.)

3. Don’t lose your temper

Often, by the time we choose to make a complaint we’re at our wits’ end. But remember: the moment you lose your temper you’ve lost the battle. Take deep breaths, stay calm and stay rational. Ranting and raving and rambling on will get you nowhere.

4. Never make it personal

Don’t verbally attack the poor person on the end of the phone or at the front of the queue. It’s (probably) not their fault. Make it clear you’re not annoyed and frustrated with them personally, but with the company and the service or product you’ve received.

5. Be genuine and sincere

If keeping calm is step one, being polite, kind and sincere is the ultimate aim. And it’s not an altogether selfless tactic. A well-timed human plea and a dose of gratitude might just make that customer service representative go the extra mile for you. Keep the sarcasm and snarky comments to yourself – they’ll rarely help your case.

6. Use social media

Using social media to complain can be a useful way to escalate matters when you feel like your complaint isn’t being dealt with through the ordinary channels. The difference between a tweet and an email or letter is that the tweet is public. You’re criticising a company for all to see, which means bad press. And most companies will go out of their way to stop that. If you have a significant number of followers then the power is in your hands.

7. Ask to speak to someone new

If you feel like you’re simply not getting through to the person you’re talking to, ask to speak to another member of staff or for the matter to be escalated to a manager. Their colleague might be better able to see things from your perspective and provide a more satisfactory response. Whenever you feel like you’re hitting your head against a brick wall, give up and move on to someone new.

8. Write to head office

If you’re not getting anywhere with customer services, it’s time to go to the top. The Companies House website allows you to look up any organisation and see the names of the directors. Try writing a complaint letter, marking it private and confidential, and sending recorded delivery to each director on the list. Or if pen and paper isn’t your thing, simply go to ceoemails.com for the CEO email addresses for all the companies in the UK and further afield. OK, so they may not respond personally (although some will), but it will escalate matters. Even if your complaint gets passed back to customer service, it is likely to be marked priority.

9. Know your rights

If the item you want to complain about was purchased in the UK then the good news is you’re protected by The Consumer Rights Act 2015. This states that an item must be satisfactory, fit for purpose, match the description provided, and last a reasonable length of time. If not, you’re entitled to a refund (up to 30 days from purchase) or a replacement or repair (after 30 days). The Consumer Rights Act is completely different to a standard warranty and covers you for up to six years. So, if you have a year’s warranty on a television but it packs up after 18 months – don’t panic. Just revert to your legal rights.

10. Check if your insurance policies offer a legal helpline

Some house or car insurance policies will offer a free legal helpline where you can get advice on your rights and how to pursue a complaint. If you have this benefit, and you find yourself involved in a consumer dispute, pick up the phone for some free, expert advice. (You can also enjoy using the phrase, “I’ll be speaking to my lawyers!”)