h2g2 The Hitchhiker's Guide to the Galaxy: Earth Edition

Entry: How, and when to complain. - A696350
Author: Researcher 189658 - U189658

Not quite sure what to write here!
Can I submit A696350 -
'How, and when to complain.' for peer review?

Hi
This has got the makings of a great article, but I think it could and should go further.

For instance, here's a wonderfully effective last resort:- In the UK, all registered companies must list the names and HOME ADDRESSES of their directors. This information is publicly available for just a few quid. Believe me, nothing puts a rocket under a company's ass more than the MD getting a complaining letter at home. It works. It's a last resort because it upsets the high muck-a-mucks, but it works.

Good luck with this.


Geoff

This could be a good entry, but I think it needs a better structure.

I used to work in the field of consumer advice and so I feel I have a good understanding about consumer complaints. The majority of thie entry appears to be about consumer complaints.

You might consider breaking the entry into types of complaint with relevant headings as the avenues of redress are different.

For consumer complaints, for instance, a brief synopsis might be:

1) Make sure your complaint is justified (you can't take something back to a shop just because you've changed your mind, even though some shops will allow you to do that).

2) Consider a personal visit or telephone complaint in the first instance.

3) Make sure you have all the relevant facts and evidence at your fingertips, eg a copy of the receipt.

4) Ask for a specific outcome, eg a refund.

5) If refused, put your complaint in writing, keep to the facts and keep it neutral. Keep a fair copy of your letter and send it 'recorded delivery' post. Give a definite time limit by which you would like a reply.

6) If you bought the item using a credit card, copy the complaint to the credit card company. If the item is worth over a certain amount (it was £100, when I worked in consumer advice), the credit card company can be equally liable for any breach of contract).

Etc, etc, through to going to court (providing the other party is not a 'straw man') and enforcing judgment.

Good luck!

PS: You could also include mediation services, ombudsman services, getting expert witnesses.

And if you could think of a nickname for yourself, and update it in <./>UserDetails</.> it'd help us Scouts to remember your Entry!

Whoami?
Ace, Scout

Do post again when you've made the changes.

Don't forget, you can always ask if you need help.

I've made some changes. Not sure if I had to hit a button to tell everybody it's changed?
Instead I decided to tell the singing fish.

Telling me tells everyone that's subscribed to the conversation. More comments when I've read the amendments.

The Edited Guide assumes a world readership. Therefore, Englishmen should be 'they' not 'we' throughout. Always try to write in the 3rd person.

Otherwise, it's certainly coming on - a bit of layout work (GuideML maybe? I'd be happy to help you with this) and then it might be about ready - but I haven't read it all yet...

Whoami?

Hi Yan!

You don't appear to have taken much of my advice on board.

Without going through the complaints procedure, I think your entry is misleading.

I think maybe it's a little inflammatory to say that nitpicky complaining is an 'American' thing to do.

I think the 'American' remark probably could do with revisiting too. The last paragraph is in the first person, which is a no-no for the edited guide.

I like the general thrust of the entry though.

I work in a call centre and have spent the odd day that taking complaint calls. So here's my advice.

There are two types of reasons why you might want to complain to a supervisor. Firstly because the policy or procedure was not followed correctly. These are the easiest to argue. You need to speak to a supervisor, if the person who made the mistake is rude or unhelpful and refuses to put you through to a supervisor, take there name and call back. (Most people are unlikely to put you through to a supervisor if you are going to complain about them) Most call centres have a great number of workers and you are unlikely to get the same person again.

Establish what should have been done, and explain what actually happened, and describe what happened as a result of the error.

Most supervisors will apolagize for the error and also do there best to sort things out. They know that if you have sufferered finacial loss as a result of the error then you are in a good position to claim compensation, or at least an ex gratia payment.

Rasing your voice won't actually get you any further if the actual error is the fault of the organisation not the individual. If you raise your voice and later calm down, the apolegise for it, without admitting that you are wrong.

For example.

"I'm sorry I got angry earlier, I know it's not your fault personally, but I'm sure you can see my point,"

If the person you are speaking to is unable to offer a solution to your problem then calmly ask to speak to there supervisor, if they are unable to offer a solution then ask to speak to their supervisor, and so on.

What if the policy was followed, but it is the policy that is wrong?

The first thing that you need to do is establish the reason behind the policy, is it an unreasonable charge to make money, (which may well be waived if you speak to a manager) or is it required by law or an external body, (for example the "best practice for security" as recommended by the banks governing body, which seems excessivly pedantic), if this is the case then you are shouting at the wrong person.

Wow a bit of a marathon, but I hope it's of some assistance to you.

Just to let you know that this entry has been recommended, but I haven't processed it yet as there is information and suggestions in this Conversation that need incorporating in the entry.

Let me know when it's ready!

Hey Guys,

As the Researcher of this piece hasn't come back, I'm not processing this entry yet.

It will stay in PR and hopefully will be scouted again when it has been updated.

Many thanks

Ashley

I've been really busy recently, but I will modify the entry over the hoiday.
Sorry for the delay!

I've managed to make some changes to the entry.
Thanks for everyone's input, and advice. I've kept the
'American' comment in, but changed in slightly so it a bit less
cutting.

Thanks,

Yan

Hi Yan!

You don't seem to have taken account at all of the comments I made in my post of Feb 15!

This is a subject I do know a great deal about as I worked for a Trading Standards authority in consumer advice, so helping people sort out complaints was my bread and butter.

Going to court is fairly simple in the UK under the small claims procedure. If you don't want to go into that, you should say so in the heading.

I think this entry still needs a lot of work.

And the Author's now three months AWOL... which is a shame, because it is a reasonable entry. You going to make something of this Zarquon?

...you try to complain you might as well not bother. And me back hurts, we're in the middle of a fine day and I'm sick and tired of this office.