How to Complain

Top tips on how to complain

Contact the seller with details of your complaint, and give them a chance to resolve it. Putting your complaint in writing is usually more effective than contacting the company by phone.

  • Write down a clear but concise record of events and repeat the whole story until the complaint has been resolved. Make sure you add every person you speak to and the time and date, to the record.
  • Keep all receipts, emails and any correspondence you receive.

When writing a letter

It is important that you communicate clearly and calmly.

  • Make sure you are writing to the correct company address.
  • Clearly state your complaint
  • Tell them how you would like to resolve the issue and by what date.
  • Be specific - write down the date you visited a website, what the offer was etc.
  • Include a description of the goods or services.
  • Provide the date of your order and any confirmation details or invoice numbers
  • Confirm the amount you paid and how it was paid
  • Include copies (do not send originals) of any evidence.
  • Send it by the "Recorded Signed For" service of the Royal Mail.

Top Tips

  • Act quickly - if you delay sometimes it can affect your rights.
  • Stay calm and do not become angry or abusive. It can actually be more effective if you remain calm.
  • Know your rights. If you know your rights you will be more confident and be able to tell the company specifically why you think they are at fault.
  • Be persistent - if they don't respond to your first letter follow it up with a reminder.

Where can I go to get more advice?

Who else can you complain to?

Auction/Marketplace website

If the trader was selling through a third party website such as eBay or Amazon, you can use their complaint procedures.

Credit Card Company

If you paid with a credit card, and you can't resolve it with the trader then you should contact your credit card company. When you buy an item between £100 and £30,000 using your credit card then under Section 75 of the Connsumer Credit Act the card company has equal liability and you should be able to get your money back from them. This would also apply if you buy a product from a company that goes bankrupt.

Association /Trade Body

If the trader is a member of an association then you can contact them and make a complaint.

Regulator

If the business is regulated and you have exhausted the trader's own complaints procedure, then you can make use of an appropriate dispute resolution scheme.

For example:

  • PhonepayPlus- for premium rate phone (used to be called ICSTIS)
  • Financial Ombudsman deals with financial services including credit cards and PayPal
  • The Phone and Internet companies must subscribe by law to either the Ombudsman www.otelo.org.uk or Communications and Internet Services Adjudication Scheme.

Court

If you are unable to use an Ombudsman or Adjudication Scheme to resolve the situation, and your dispute is for less than £5,000, then you can take them to Small Claims Court. More information about going to court can be found on the Citizens Advice Bureau website. They can also help you determine if it is worth your time, money and effort to go to court.