Make a complaint to a retailer / service provider

Stay calm, even if you are angry

Talk to the retailer / seller. Assert your rights without being aggressive. Stay polite but be clear about what you want.

Keep records

Keep a copy of any:

• Receipts
• Letters
• Emails
• Warranties
• Notes from phone conversations

Complain in person or on the phone

Remember the person you´re talking to may not be in a position to give you what you want. Stay polite and if necessary ask to discuss the matter with the person in charge.

Keep a record of:

• Who you talk to
• What you talked about
• The date

Follow up with a letter.

Set a deadline

Explain:

• What the problem is
• What you want them to do about it
• When you want it done by (give a reasonable amount of time)

Give your contact details

Give them a contact name and telephone number in case they need to contact you.