2008
One in three people think complaining isn't worth the effort according to a recent survey, but how you complain can increase your chance of success says government advice service Consumer Direct Scotland.
2nd April 2008
In a survey of 2000 people, Consumer Direct found that one in three thought complaining was often not worth the effort, one in five preferred not to complain when they had problems with goods or services, and one in ten said that they would usually ask someone else to complain on their behalf. Those least likely to complain were young adults between the ages of 16 and 29 years old.
Gordon Macdonald, Consumer Direct Scotland manager said:
'It can be incredibly frustrating when your brand new TV wont work or the local handyman botches a repair job, but if you stay calm and complain the right way you increase your chance of getting the refund, repair or replacement that you're entitled to.'
Last year Consumer Direct Scotland helped over 50,000 people from Scotland deal with their complaints.
In order to help people complain more effectively, Consumer Direct has published advice and sample complaint letters on its website at www.consumerdirect.gov.uk . Among its top tips are:
- Stay calm. You are more likely to get a satisfactory result if you are assertive rather than aggressive.
- Be clear about how you want the problem to be resolved.
- Act quickly. If there is a fault with a product or a service you should report this to the seller as soon as you can, confirm this in writing and keep a copy for your records. If you need to send any paperwork only send photocopies rather than originals.
- Gather together everything you can by way of evidence - this could include photos or video footage. Try to keep in mind that you may have to go to court to obtain a refund and ask yourself what evidence you would need to put in front of a judge.
- Create a complaint diary - use it to list what happened, when it happened and who you spoke to. This will help to jog your memory when you are discussing your complaint.
- If you complain in person, ask to speak to the person in charge who may have the authority to resolve your issue.
- If you are not sure about where you stand, check your legal rights before you confront the trader. If in doubt contact Consumer Direct for help.
Consumer Direct has already helped thousands of people save money and obtain refunds, repairs and replacements. According to a recent customer satisfaction survey, 40 per cent of those who successfully resolved their issue after contacting Consumer Direct saved more than £100, with seven per cent saving over £1000.
An estimated £19 million has been saved by Scottish Consumers since the service was launched in 2004 with 91% of people saying they were satisfied with the service received from Consumer Direct Scotland.
Consumer Direct has 350 advisors across the UK who provide information on legal rights and advice on how to resolve problems with shops and traders. The service is available Monday to Saturday on 08454 04 05 06 or by visiting www.consumerdirect.gov.uk
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Case Study
Duncan Steele from South Uist phoned Consumer Direct when a car he had purchased from a dealer failed to be delivered. After taking advice from Consumer Direct he wrote to the company stating that it had breached a verbal agreement to have the car ready for collection and had failed to deliver it on two subsequent occasions. As a result he was successfully refunded £7500.
Mrs Murdoch from Inverness called Consumer Direct after she had problems claiming her cash back from a mobile phone company. She followed Consumer Direct's advice and soon received her full cashback entitlement of £150.
Editor's Notes
1. Spokespeople are available for radio interviews.
2. The research into complaining behaviour was carried out by Continental Research.
3. Consumer Direct is a telephone and online consumer advice service funded by government and managed by the Office of Fair Trading. It operates in partnership with Local Authority Trading Standards Services to offer consumers clear, practical and impartial advice and information.
4. Consumer Direct has around 350 trained advisors in 11 contact centres across England, Wales and Scotland.
5. The information and advice helpline is available on a single national telephone number - 08454 04 05 06 from 0800 – 1830 Monday to Friday, and 0900 – 1300 Saturday, excluding bank holidays and public holidays.
6. A Welsh-speaking Consumer Direct service is available on 08454 04 05 05. Minicom users should call 08451 28 13 84.
7. Calls to the Consumer Direct 0845 numbers are charged at no more than four pence per minute from a BT landline. Call charges from other landline providers or mobile phones may vary. Please check the rate with your phone service provider.
8. Northern Ireland has its own service called ConsumerLine (available on 08456 00 62 62) which is similar to Consumer Direct. Visit the ConsumerLine website.
MEDIA enquiries:
Jean Mackenzie: 01851 822300
Frank Shepherd: 020 7211 8133/ 07747 457616
