Ever had to make a complaint? As an ADR provider reviewing many consumer complaints each day, we know how frustrating it can be…
But we also know exactly what sets an effective complaint apart, versus what most people get wrong.
So, before you send that angry email or pick up the phone, here are the 5 most common mistakes to avoid when submitting a complaint and give yourself the best chance of getting compensation!
Read on to find out more!
… Or watch our handy video on the topic instead:
1. Accepting promises
A company may make promises or assurances over the phone, but unless you have a record of what was agreed, it can be difficult to refer back to later and prove it actually happened.
So keep a paper trail of everything!
Save emails, letters, screenshots and relevant documents, and make a note of important phone conversations, including:
- The date
- Who you spoke to
- What was discussed
If something important was agreed in conversation, consider following up in writing:
“Just to confirm our conversation today, you agreed that…”
That way, you have a clear record of what was said!
2. Getting emotional
We get it. When something has gone wrong, it can be incredibly frustrating.
But angry messages, insults or personal attacks are unlikely to help you get the outcome you’re looking for. They can distract from the actual issue and make constructive communication with a company more difficult.
Try to keep emotions out of your complaint and focus on the facts.
Explain what happened, why you’re unhappy and what you want the company to do about it.
Remember: clear, calm communication is key!
3. Settling for less
If a company offers you compensation, it can be tempting to accept it straight away and move on.
But before you agree, take a moment to consider whether the offer actually addresses the issue you’ve raised and whether it reflects the impact you’ve experienced.
Don’t feel pressured to accept the first offer simply because it’s on the table.
Take the time to understand your options and decide whether you’re satisfied with the proposed resolution.
4. Waiting around
We’re all guilty of a little procrastination… But if something has gone wrong, don’t leave your complaint sitting on the to-do list.
Raise problems as soon as you can and chase where necessary!
Keep track of when you contacted the company, any deadlines you’ve been given and when you can reasonably expect a response.
For example, in order to escalate your complaint with an Alternative Dispute Resolution (ADR) scheme, or go to court, you’ll usually have to have complained directly to the company and waited at least 8 weeks for a response – so it’s best to get things moving as soon as you can!
Not sure what ADR is? Check out our dedicated article on the topic!
> What is Alternative Dispute Resolution (ADR)?
If you’ve complained but haven’t heard back, there’s no harm in sending a polite follow-up to remind them you’re still waiting, either.
The sooner you communicate the problem, the sooner you can start working towards a resolution!
5. Giving up too soon
Just because a company told you no doesn’t necessarily mean you’ve reached the end of the road.
Most people don’t realise you still have plenty of options to escalate your complaint – and it doesn’t have to be stressful or costly like court!
Depending on the circumstances, you may be able to challenge the company’s response through a relevant Alternative Dispute Resolution (ADR) scheme.
ADR is where an unbiased third party (such as CDRL) reviews all the information & evidence from you and the company, before coming to a conclusion on:
- Who’s in the right
- What’s owed
… And most ADR schemes offer a legally binding outcome anyway, just like court!
For example, at CDRL, we operate 5 ADR schemes across the Aviation, Retail, non-regulated Utility & Communications sectors. 4 of our schemes are completely FREE to use!
> AviationADR – FREE
> RetailADR – FREE
> CommsADR – FREE
> UtilitiesADR – FREE
> Consumer Arbitration – costs an admin fee
If you want to use any of our schemes, make sure to read through our scheme sites carefully first to understand the process, the requirements, and next steps. If your complaint isn’t eligible to be escalated with us, remember: there are many other ADR providers out there who may be able to help you too!
Want to learn more about Alternative Dispute Resolution? Follow our social media platforms below!
