Making a complaint can be a stressful experience. It takes a lot of energy when you have other demands on your time.
So, how can you make sure the effort is worth it? Here are some tips to help make the process as smooth as possible.
1. Read the complaint procedure
Reputable companies will have a procedure for managing complaints. It should tell you:
- how to get in touch
- who will deal with the complaint
- how long it will take
- what to do if you remain dissatisfied
Follow the instructions as this will put you in a stronger position.
Usually, the complaint procedure can be found on the company’s website. But be prepared to ask for a copy otherwise.
2. Find out who to contact
Often, the company will have dedicated complaint handlers who are trained to investigate when things go wrong. Their contact details should be provided in the complaint procedure.
Whoever investigates the complaint should have the appropriate level of authority. That’s to say, they need to be able to take ownership of the problem and implement solutions.
3. Clearly state the problem
Sometimes complainants describe what happened without making it clear why they are dissatisfied. As a result, the company may misunderstand the nature of the problem.
To avoid any confusion, clearly state what it is that you’re unhappy about. Has somebody been rude to you? Perhaps you experienced delays. Or you might have lost money due to failings by the company.
Whatever the problem might be, make sure the investigator understands what has gone wrong. Don’t assume they will ‘get the gist’ of it.
4. Provide evidence
Complaint-handlers will usually expect to see evidence to support your arguments, particularly if you’re owed money. Make sure you can back up what you’re saying. For example, keep receipts for any expenses you’ve incurred.
Alternatively, you may feel let down by a member of staff. If so, note the name of the employee to whom you spoke. When did the conversation take place? Keep detailed records as they will support your version of events.
Any evidence you can provide will strengthen your case. And this in turn will increase the likelihood of a successful outcome.
5. Explain how the issue affected you
When people complain, it’s often because they’ve suffered harm. So, explain what effect the problems have had. In this way, the person looking into the matter will have a better idea of how to put things right.
Perhaps the company’s actions have cost you money. Or their behaviour may have caused you distress. Did you have to spend a lot of time sorting out the problem?
By explaining the impact of their actions, you’re more likely to get a positive outcome.
6. Tell the company what outcome you’re seeking
If the organisation agrees that it made mistakes, it should offer to remedy the problem. So, tell them how they can address your concerns.
If you’ve lost money, ask them to reimburse you. Did you experience inconvenience? Then request compensation for the time that you’ve invested. Alternatively, you may just want the company to apologise and learn lessons.
Whatever outcome you’re seeking, you’re much more likely to achieve it if you stipulate it clearly in your complaint.
7. Remain polite
If you’re angry, it’s easy to become aggressive. But this is likely to antagonise the complaint-handler. And it won’t help your case.
Instead, try to remain calm and explain the problem dispassionately. In that way, you can expect a much more sympathetic response.
A good idea is to take some time over the matter. Don’t reply while you’re feeling worked up. Instead, put the complaint to one side and come back to it when your mind’s clear. Taking time to reflect will help you to pen your thoughts.
8. Escalate
What should you do if you don’t receive a positive response? Unfortunately, many complainants give up at this point.
But that’s why it’s important to read the complaint procedure. It should explain to whom you can escalate the complaint if you’re not satisfied with the initial response.
Many organisations operate alternative dispute resolution schemes (ADRS). These are run by independent bodies who can step in if the complaint isn’t resolved. But you must exhaust the company’s internal procedures first.
You might not succeed after the first email, but perseverance will pay off.
What suggestions would you offer to complainants? Share your ideas in the space below.