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How to Complain Successfully (and Get Results)

How to Complain Successfully (and Get Results)

The fridge has packed up, your running machine has begun to smoke, and your disk drive is not opening. We all end up with one or two faulty products. Sometimes, it is our own fault and we have to accept it. But other times we have a suspicion that we are not the ones in the wrong.

First, let’s check to see if you have a valid right to complain.

At the end of the day, there is no point complaining if you don’t have cause to do so. There is a general set of rules set out by the Sale of Goods act 1979, which discusses the rules of trading goods. It can be summarized as follows:

  • Is the product fit for the purpose it was designed for?
  • Does the product come as it was described?
  • Is the product of satisfactory quality?

If the answer to any of these questions is ‘no’, it is likely you are in a decent position to demand a refund, replacement or repair. There is more criteria covered in the Sale of Goods act, but generally, if it wasn’t your fault and you didn’t know about a problem, you have a case.

What do you want to achieve from the complaint?

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One of the strongest things you can do when confronting a business with a complaint is to demand something. This could be a full refund, a partial refund, a replacement, repair, or even compensation above and beyond the price of the goods if you feel you have suffered as a result. Think about what action you will accept from the company as a fix for the problem.

The Complaint Timeline

To make this as simple as possible, a timeline can be created from the information given to us from the Sale of Goods act. Remember that even if the warranty runs out, you are automatically covered by these rules:

< 1 month – if you have had the product for less than a month, you can expect to receive a full refund for most products. In retail terms, up until a month has passed you are still saying “I haven’t accepted the product is right yet.”

< 6 months – Up until the 6-month period has passed, the Sale of Goods act, together with the Sale and Supply of Goods to Consumer Regulations 2003 tell us that it is up to the shop/trader to prove that the fault is not theirs. This effectively means that they are guilty until they have proved otherwise. At this point, you can expect to receive a refund or repair.

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< 6 years – Yes, there is still a case for goods that have gone awry even up to 6 years. If it is reasonable that the product should last at least 6 years (a £3000 refrigerator!), and YOU can prove that the fault is due to the trader, you are in for fighting chance. However, you may have to settle for a partial refund or repair since the time has been so long from purchase.

Get your weapons ready

Before complaining, you will want to gather your shield and sword by assembling any paperwork, receipts, and proof of purchase you have from the transaction. Take pictures of the flaw and spend some time searching online for information about the problem. There may be a solution available or you can read up on how others have reacted to the same problem (the famous XBOX 360 ‘Red Rings’ still haunt thousands of gamers today). All of this can help you when you begin communicating and complaining to the trader.

You are ready to complain

You will want to start by making contact with the trader to make your complaint (whomever you signed a contract with and gave money to for the product). Call them or send them an email and tell them quite clearly that you “wish to complain” about a product. Explain the circumstance and be sure to get the name of the person you are speaking to. (You don’t want to have to explain yourself over and over again to multiple people).

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At this point, the trader has up to 8 weeks to respond to your complaint by law. You can always send reminder emails but try to remain calm…and keep it clean!

Heating it up

Whilst many businesses would have heard customers quote the Sale of Goods act, it is definitely worth bringing up. Ask to speak to a manager or even contact the director of the company if you can find a contact number for them. (Type the business name into LinkedIn, chances are is he/she has an account ;-)

If even complaining to people higher up in the company does not work, you can start to introduce the threat of further action.

“I’m seriously considering calling ‘Watchdog’ if action is not taken soon!”

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Ouch!…That will get their attention.

That’s a right hook if ever I saw one! Keep it up with another phone call and give it a more few days, but if nothing happens still, it’s time to get serious.

When it gets serious

When there seems to be nothing more you can do to get the solution you want, it is time to call in reinforcements. Getting in touch with Watchdog or with an Ombudsman Service (for financial services complaints) will give you the support you need throughout your complaining process. Watchdog may also publically shame the trader and be able to warn other possible customers to stay away!

Another course of extreme action is to file in small claims court, which will accept cases up to £3,000.

Hopefully, this has shown you how to complain and get results. For more in depth information on your consumer rights, these websites may be helpful:

Featured photo credit:  Angry man screaming via Shutterstock

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Last Updated on June 18, 2019

5 Powerful Ways for Building Fulfilling Relationships

5 Powerful Ways for Building Fulfilling Relationships

We all have relationships. We have acquaintances, relatives, colleagues, neighbors and friends. However, for a large percentage of us, many of these relationships are not fulfilling.

They are unfulfilling because they lack real strength; and they lack real strength because they lack real depth.

Unfortunately, in today’s society, we tend to have shallow, superficial relationships with others, and it’s extremely hard for this kind of relationships to provide anything more than faint satisfaction.

I’d like to show you, based on my experience as a communication and confidence coach, how you can add a significant amount of depth, and thus strength, to your relationships and make your social life a whole lot more meaningful.

Here’re 5 simple yet powerful ways for building relationships that are meaningful and fulfilling:

1. Meet More People

This is an apparent paradox, but the quality of the people you meet has considerably to do with the quantity of people you meet.

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If you don’t know a lot of people and you barely meet one or two new people every season of the year, considering the variety of individuals out there, you won’t meet very often people who are a good match with you in terms of personality, interests and values.

And since this natural match plays a huge part in building strong relationships, you’ll just as seldom have the opportunity to develop strong relationships.

Conversely, if you go out a lot, you meet a lot of new people and you constantly expand your social circle, you’re much more likely to meet people you match up well with, and these people have a tremendous potential to become good friends, reliable partners, etc.

This is why it’s important to meet more people.

2. Talk about the Things That Matter To You

A relationship becomes the strongest when two people discover they believe in the same things and have similar interests. It’s these commonalities regarding values and interests that create the strongest emotional connection.

I’ve noticed that many people keep conversations shallow. They talk about trivial stuff such as the weather, what’s on TV, the lives of various movie stars, but they rarely talk about what really matters to them in life. This is a mistake from my perspective, because it’s the perfect method for a relationship to not develop.

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Talk about the things that truly matter to you and give others a chance to know what you care about and what you believe in. If they believe in the same things and they care about the same things, they’ll eagerly let you know. Thus you’ll find meaningful common ground and you’ll feel more connected.

3. Express Vulnerability

Many people try to come off as perfect. They don’t talk about their failures, they hide their shortcomings and they never say anything that could embarrass them.

This is all just a facade though. You may appear perfect to some, but you know you’re not perfect and they know that too. You’re only human and humans have flaws.

However, by hiding your flaws, what you do succeed in is appearing cold and impersonal. You seem like a marble statue rather than a real person. And this makes it very hard for anyone to connect with you emotionally.

Humans connect with other humans, not with ideals. Keep this in mind and don’t be afraid to let your vulnerability and your humanity show. This is what takes a relationship to the next level.

Take a look at this article and find out Why Showing Vulnerability Actually Proves Your Strength.

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4. Have Integrity

Integrity, as I see it, is the alignment between your thoughts, your words and your actions. When you say what you think and you do what you said you’ll do, you have integrity.

This is a crucial trait because if you have integrity, people can trust you. They can trust you to give them an honest feedback, even when it’s hard to shallow, and they can trust you to keep your promises.

This trust is one of the central pillars of a strong relationship, both in your personal and your professional life. So, as challenging as it can be sometimes, always try to have integrity.

Be honest with the people around you, even when this will initially hurt them. It’s more important for them to trust you than to not feel hurt. And always do what you promised. Even better, think twice before you promise anything, and only promise what you really can and you are willing to do.

5. Be There for Others

Another central pillar of strong relationships is support. Connections between people grow sturdy if they can rely on each other for support when it’s needed, whether that support means a few kind words or several massive actions.

Of course, you can’t be there for everybody, all the time. Your time, energy and other resources are limited. But what you can do is identify the genuinely important people in your life and then seek to be there as much as possible, at least for them.

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Your support will help them practically, and it will comfort them emotionally; which makes one hell of a difference in a relationship.

The Bottom Line

With the right mindset and the right behavior, you can strengthen a wide range of relationships in your life and advance them as far as they can be advanced.

And with strong relationships, not only that you feel more fulfilled, but you feel more connected to the entire world. You feel that your life has real value, you have more fun and you live in the moment. An entire world of opportunities opens up in front of you.

Then your task is to simply walk through the open doors.

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Featured photo credit: Proxyclick Visitor Management System via unsplash.com

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