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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 January 21, 2020

How to Motivate People Around You and Inspire Them

How to Motivate People Around You and Inspire Them

If I was a super hero I’d want my super power to be the ability to motivate everyone around me. Think of how many problems you could solve just by being able to motivate people towards their goals. You wouldn’t be frustrated by lazy co-workers. You wouldn’t be mad at your partner for wasting the weekend in front of the TV. Also, the more people around you are motivated toward their dreams, the more you can capitalize off their successes.

Being able to motivate people is key to your success at work, at home, and in the future because no one can achieve anything alone. We all need the help of others.

So, how to motivate people? Here are 7 ways to motivate others even you can do.

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1. Listen

Most people start out trying to motivate someone by giving them a lengthy speech, but this rarely works because motivation has to start inside others. The best way to motivate others is to start by listening to what they want to do. Find out what the person’s goals and dreams are. If it’s something you want to encourage, then continue through these steps.

2. Ask Open-Ended Questions

Open-ended questions are the best way to figure out what someone’s dreams are. If you can’t think of anything to ask, start with, “What have you always wanted to do?”

“Why do you want to do that?”

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“What makes you so excited about it?”

“How long has that been your dream?”

You need this information the help you with the following steps.

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3. Encourage

This is the most important step, because starting a dream is scary. People are so scared they will fail or look stupid, many never try to reach their goals, so this is where you come in. You must encourage them. Say things like, “I think you will be great at that.” Better yet, say, “I think your skills in X will help you succeed.” For example if you have a friend who wants to own a pet store, say, “You are so great with animals, I think you will be excellent at running a pet store.”

4. Ask About What the First Step Will Be

After you’ve encouraged them, find how they will start. If they don’t know, you can make suggestions, but it’s better to let the person figure out the first step themselves so they can be committed to the process.

5. Dream

This is the most fun step, because you can dream about success. Say things like, “Wouldn’t it be cool if your business took off, and you didn’t have to work at that job you hate?” By allowing others to dream, you solidify the motivation in place and connect their dreams to a future reality.

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6. Ask How You Can Help

Most of the time, others won’t need anything from you, but it’s always good to offer. Just letting the person know you’re there will help motivate them to start. And, who knows, maybe your skills can help.

7. Follow Up

Periodically, over the course of the next year, ask them how their goal is going. This way you can find out what progress has been made. You may need to do the seven steps again, or they may need motivation in another area of their life.

Final Thoughts

By following these seven steps, you’ll be able to encourage the people around you to achieve their dreams and goals. In return, you’ll be more passionate about getting to your goals, you’ll be surrounded by successful people, and others will want to help you reach your dreams …

Oh, and you’ll become a motivational super hero. Time to get a cape!

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