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How To Make A Complaint About An Unsatisfactory Service
What can you do if your car service has gone badly wrong, but the garage will not help? What should you do if the work you have just had done in your kitchen is not up to standard? How do you go about obtaining satisfaction?
To make a successful complaint you firstly need to know your rights and secondly know how to complain effectively by approaching the right person and setting out your claim the right way.
So What Should You Do?
Before making a complaint, make sure you know exactly what you want to achieve. Are you seeking a refund, compensation or just a simple apology from the person or organisation? What you're entitled to may depend upon your legal rights as a consumer and you should seek further advice on this.
How Do I Go About Complaining?
If you have a complaint about services these simple points may help:
Act quickly. Bring the matter to the attention of someone in authority within the company.
If you complain by telephone make sure you keep a record of the conversation and name and position of the person you spoke to.
Send a letter of complaint if your problem is unresolved. Address it to the person immediately responsible for sorting out the problem.
Get evidence. Once you have decided to write, collect any evidence you can to support your claim; invoices, estimates, photographs of any damage that has been caused and, if appropriate, obtain written evidence from an independent technical expert in the trade concerned.
Be persistent. If you fail at your first attempt, write another letter of complaint and show that you mean business. Do not be fobbed off by statements such as: "You caused the problem, not us."
Always keep copies of your letters and documents as you may need to refer to them later if you are unable to settle your dispute easily.
What Should The Letter Say?
Your letter of complaint should include an opening paragraph detailing a brief history of your complaint:
* a brief description of the service
* the date it was carried out
* the price you paid for it
*how it was paid for - your rights may be different if paid for on finance (credit) when the faults developed and what they are
The second paragraph should state the action you have taken to try and put matters right:
* the date you contacted the trader/contractor;
* who you discussed your complaint with (name if possible) and their comments;
* any other action you have taken.The third paragraph should state what you would like the trader to do and by when, but this must be a reasonable time period:
* repair to faulty workmanship, parts to be repaired or replaced;
* payment to another contractor to put faults right.
If you feel you are entitled to extra compensation say so, and explain why, but remember, you are under a legal obligation to keep your claim as small as is reasonably possible.
Example Letter of Complaint:
Customer Services Manager No-con Garages Old Street, Canterbury CT11 11D
Ivor Mishap 123 Abacus Street, Margate
(Remember to date your letter)
Dear Sir/Madam
Re: Renault 5 A11 ROT
At approximately 8.30 am on the 15th September 1994, I brought my vehicle, a Renault 5, Registration Number A11 ROT, to your garage and asked you to service it.
When I collected the vehicle from you at approximately 4.30 pm the same day, I was told that you had carried out a "full service" and had adjusted the timing, replaced the air filter, spark plugs, distributor cap and cam belt and carried out a complete oil change. The bill for this work was 」128.00 which I paid by cheque accordingly.
On the 17th September, 2 days after the service, the vehicle developed faults:- it wouldn't start when I turned on the ignition and once I eventually got it going, every time I slowed down the engine cut out.
An independent inspection by a qualified mechanic has shown that the timing has not been adjusted correctly and that in fact the leads to the spark plugs are in the incorrect firing order.
Under the Supply of Goods and Services Act, you should carry out the service with reasonable care and skill and for a reasonable price, using parts that are both of satisfactory quality and fit for their purpose.
The above faults indicate that you have failed to do so. I therefore request that you either rectify the faults within the next 7 days, free of charge, or pay the costs of an independent mechanic to put the faults right.
I should be grateful for you comments, within the next 7 days, before I consider any further legal action.
Yours faithfully
Ivor Mishap
Remember:
* To always keep a copy of your letter
* To send your letter by recorded delivery
What If They Make An Offer?
You should be reasonable and be prepared to come to an agreement if you receive a fair offer, even if it's not exactly what you wanted at the outset.
However, you should bear in mind that accepting an offer normally means that you cannot ask for more later. If you are uncertain whether to accept or not you should seek further advice.
What If The Trader Still Refuses?
If your claim is justified (and you may have to prove the service is faulty), but the trader refuses to honour his/her obligations, then you can pursue the matter in the County Court or via an arbitration scheme offered by some trade associations if the trader is a member.
However, before taking such action you should make sure that you have tried every other means of getting the matter put right.
As the law can be a little complicated, you may wish to contact your local Trading Standards Office for further advice and information on your rights.
Please Note
This leaflet is not an authoritative interpretation of the law and is intended for guidance only.
For further advice, contact your local Trading Standards office.
S026 01/02
This leaflet is relevant for the following nations only: