Try and be dispassionate

Look at your complaint from the other side’s point of view

Being angry won’t help

Adopt a firm/fair/businesslike attitude

Don’t worry. The law is often on your side

Most people you deal with will want to put matters right

Be sure why are dissatisfied

--What is wrong with what you bought

--What is wrong with the service/meal/flight/product

-- What is wrong with the treatment you received

Prepare a list/statement that exactly specifies your complaint

Record all key dates/times/persons/incidents involved

Collect all bills/receipts/letters/any associated paperwork

Take photos where appropriate

In complex/disputed matters consider an expert’s report

Consider gathering supporting evidence from other traders/persons involved

Find out if there is a complaints procedure

Consider whether arbitration prevents you from going to law as a last resort

Decide whether that procedure is capable of satisfying you

Decide precisely what it will take to satisfy your complaint

Be realistic

Consider whether the person you complain to is capable of giving you the remedy your require

Do you just want an apology?

Consider   compensation, including your reasonable expenses

Consider as a last resort going to law

Go to Who to Complain to Checklist

Go to Complaints Procedure Checklist

Go to   Complaints Resources Checklist