When you have problems with faulty goods or services, it is a good idea to put the details of your complaint in writing. This is particularly sensible if the local shop is not being very helpful and you want the head office to deal with the problem, or because you bought by mail order or credit.
When writing a letter of complaint, use the check list below to make it as effective as possible:
- make sure you write to the correct company address
- include copies (not originals) of any paperwork, such as receipts, order forms, invoices
- quote any account/customer/invoice number
- be specific and stick to the point - quote dates of events, and all the relevant circumstances surrounding your complaint
- be clear about what you want the trader to do to solve your complaint
- set a deadline for sorting out the problem and stick to it
- get evidence to support your claim, such as an independent technical report, and enclose a copy with your letter
- keep a copy of your letter, and send it by recorded delivery
- act quickly - delaying can sometimes affect your rights
- be persistent - write a reminder letter if you don't get a reply to your first one
