Be calm, firm,   cheerful

Act as quickly as you can – Don’t delay

Stop using the item you are complaining about

Start complaining in person if you can, but take notes afterwards

Give credit where it is due

Don’t exaggerate your case

Be absolutely truthful and accurate

Don’t be provoked by flustered/incompetent responses

Record everything

Keep notes

Keep/make copies of   all correspondence

Keep originals. Send out copies only

Keep   envelopes from letters received to prove date of posting

Ensure your contact details/address/phone numbers/e-mail address are clear all times

Avoid telephone calls but if you do phone:

Have all information to hand

Ask who you are speaking to

As to speak to a supervisor if necessary

Ask them to call you back if there is a delay

Make notes of what is said

Summarise what was agreed at end of call

Follow up call with written summary by post

Use letters/e-mails and keep copies

Tick receipt required box for e-mails

Search site for contact/ managers’names and use as e-mail address

Send letters recorded delivery

Address person by name if possible

Set out clearly what you bought/where/price/other issues/guarantees/implied terms

Set out clearly what the problem is/where it has gone wrong

Describe history of events so far

Set out clearly what is required to put matters right/replacement/refund/other

Keep originals send photocopies

Keep all invoices, receipts, contracts, vouchers, agreements, everything in fact

Consider using a letter template on howtocomplian.co.uk

Set reasonable deadlines for things to be done

Consider taking advice about continuing instalment payments:

Consider withholding payment/further payments until resolution of dispute BUT:

Ensure that withholding payment does not jeopardise HP payments or contract terms

Do not stop payments on a credit agreement

Contact your credit card issuer if appropriate

Don’t give up

Reject the following:

‘ we’ll have to send it back’ ….

The person who sold you the product/service is normally liable to put it right

‘ no refunds/refunds on sale items’…

Faulty goods /services   are never OK

‘You should have complained sooner’…

Complaining as soon as you are aware of a problem is normally soon enough

Go to Complaint Resources Checklist