What’s the best way to complain?

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When you’ve got a beef with a company, what’s  the most effective way of complaining to them?

Some people will say they always complain by letter, some by email, others by phone, and more recently others have taken to social media. But in your opinion, based on your experience, what’s actually the best?

Feel free to leave any comments about your experience in the comments section below.

 

How do you prefer to complain – by letter, by email, over the phone or via social media?

By phone
0%
By letter
0%
By email
0%
By social media
0%
Based on 249 public votes.

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Bluekat
4 days ago
0
Thanks for voting!
Find out the name and address of the manager, owner or company director and write a polite, concise letter. Send by recorded delivery, to all three if you have a big issue. Follow up within 21 days or so.
LittleMinx
28th Oct 2016
0
Thanks for voting!
Always by polite but firm letter. Failing that a polite but firm phone call. If you have to go through a plethora of choices on an automated system, press asterisk four times, usually by passes all the questions.
Then, if that fails, chain yourself to the CEO's car bumper and berate him/her. He/she will be embarrassed enough to either have you arrested or invite you for tea and chat to sort out your problem.
Works best if you are naked.
Glynngirl
19th Aug 2016
0
Thanks for voting!
For the first time I need to complain to a company and didn't know just how to start after having read lots of comments from other surfers i will send them an email if that doesn't work ill try phoning wish me luck
joanairey
24th Jul 2016
1
Thanks for voting!
I still think a firm but polite letter is the best way of lodging a complaint. If it is a very serious complaint I would always send it recorded delivery. I usually then give them three weeks at most to reply and then send a reminder enclosing the original letter.
E-mails can indeed get lost in cyberspace and making a complaint by phone would be difficult to follow up if you got nowhere. Still unsure about social media.
yesilkedi
1st Jul 2016
0
Thanks for voting!
I had a complaint about something I bought from Iceland. I messaged them on Facebook along with pictures of the product, letter of apology along with some vouchers received within 2 days.
Lytham lucky
5th May 2016
2
Thanks for voting!
Letter and phone to get my point across I always try to be nice find it nearly always works
rossmagpie
28th Apr 2016
2
Thanks for voting!
..that would be groans and not growns..apologies
rossmagpie
28th Apr 2016
0
Thanks for voting!
Social Media is now having a huge effect on our complaints. Companies do not want to see our moans and growns "out there". One company was dealing with my issue within 5 minutes of a post on Twitter whereas it had taken 6 months previously to sort it - they had my cash of course!
dottydiva
11th Apr 2016
1
Thanks for voting!
I start by getting information down in a written form then you have a record of what is said by both parties incase it escalates to ombudsman level.
Sometimes an advice organisation gets more notice taken of it than at the individual level. It can provide independent evidence of all correspondence and events plus it is up to date on legislation.
It saves time if your records are updated as things progress.
0
Thanks for voting!
As requested your account has been deleted.
BrianGlyn
29th Mar 2016
0
Thanks for voting!
Any complaint should be made in person!
2
Thanks for voting!
that is not always possible how can anyone travel to a utilities company to complain or an internet or mobile phone provider. An e-mail always works for me other than that a letter.
Marley444
29th Mar 2016
2
Thanks for voting!
I have to say I now find the best way is via social media ... I send a private message to the company on Facebook every time now, and get an immediate response. Many companies are measured by the speed of their response time and this Customer Service level is recorded on displayed for all to see so I find I get a very quick reply. I have a refund from Boots and even a quick response from Easy Jet this way so this is the new way for me!
heidiann63
23rd May 2016
0
Thanks for voting!
Thanks, great tips. 🙂
Kes
28th Mar 2016
3
Thanks for voting!
If I choose to make a complaint, I find that email is the best way these day. You can have your say and provide all your facts and information in a simple and succinct way, and know that your complaint has been received and receiving attention. Together with any responses, you have a good record of what has taken place. Trying to discuss a complaint on the telephone with someone who has little experience of the relevant issues, and who is usually following a one size fits all script, is aggravating to say the least. It doesn't help when you have to wait a lengthy time to have your call automatically answered, then hang on listening to an array of number options, none of which usually fit the bill, and then another wait to actually get to speak to someone who will be completely ambivalent to you requirements. Why companies and organisations think that this a suitable way to provide service to their customers, is beyond me.
heidiann63
23rd May 2016
0
Thanks for voting!
I quite agree with you Re: tackling most issues by Phone - very frustrating and often a fruitless experience! ...

... You also miss out on the written evidence of your conversation / issues etc.
0
Thanks for voting!
You make some really great observations Kes ... think many will agree with you 🙂
Munsterlander
27th Mar 2016
1
Thanks for voting!
Phoning is best so that I can make my point and also see if I can sort my issues out and in some cases get compensation
Pam1960
27th Mar 2016
3
Thanks for voting!
I now try to make complaints via a company's chat line as you can save the conversation from both parties. I have found this really helpful if an issue has not been sorted as you have proof of what the agent is promising you
JohnHerb
27th Mar 2016
4
Thanks for voting!
I complain by letter. Call me old fashioned but I find out who the MD or Chief Executive is and the HQ address of the company and write to them. I know they never see it. Doesn't matter as if I don't get the right answer I just write another letter!
Wilf
27th Mar 2016
4
Thanks for voting!
I think its much easier to complain by email as you can structure your complaint and not show emotion. Also you can then send it to senior members of the organisation. I have also done this with letters. If you complain by phone its just agents on the phone and they spend their life listening to complaints so it doesn't really get any attention from them. Also why should I hang on pressing 1 to do this and 4 to complain etc etc. I had an issue with my iphone a few weeks ago and had to phone Apple. Have to say they were absolutely brilliant. No wonder they are the biggest company in the world

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