Complaint-Resolution Tips
Talk It Over
The first step in resolving a complaint is to speak directly to the business or service provider, either on the phone or in person.
Collect and organize your information before approaching the business, such as receipts, canceled checks, and warranty documents. Also, it is helpful to know the date of purchase and the product’s model number, and the name or the salesperson who sold you the item or performed the service. If the product has a warranty, read the warranty card or pamphlet to see if the problem is covered.
Determine your ideal solution to the problem. Should the product be repaired or replaced, or would you like a refund? If the problem is with a service, should the work be redone?
Call the business where you purchased the product or service. Find out who is authorized to deal with customer problems. Many large retailers have a customer service department, which is a good place to start. If the business does not have a customer service department, find out the name of the person who has authority to help customers with their problems and write it down. Make sure you record the name of the person with whom you are speaking and the date of your conversation.
The most effective way to negotiate a good resolution to a problem is to proceed with self-assured good manners rather than anger. When a product or service fails to live up to your expectations, it is normal to feel upset and angry, but a positive attitude and pleasant demeanor will often get you better, faster results than showing your irritation. The business may offer a solution you had not thought of, so it is important to stay flexible.
- State your problem and state what you want done as simply as possible.
- The person assisting you may be authorized to offer you certain options. If these are consistent with what you want, then your problem has been successfully resolved. If you do not wish to accept that offer, you may want to take your complaint to a higher level of authority.
- If this person cannot help you, find out who can and write the person’s name down. Also find out how to contact him or her.
When a solution to the problem has been agreed upon, both you and the person assisting you need to be sure that you are clear on what that solution is. Repeat the agreed upon solution to the person exactly as you understand it, including dates by which work is to be completed and who is responsible for what costs. If the plan is complex or involves more than one person to implement, it is a good idea to write out the agreement. Be sure that you write down the name of the person assisting you so that if the proposed solution is not carried out as planned, you can refer to the same person.
Writing a Complaint Letter
If your attempts to negotiate in person or by phone have not solved your problem, you will probably want to take the next step of writing a complaint letter to the company.
A complaint letter is important because it:
- Lets the company know you are serious about pursuing your complaint (some businesses may ignore your complaint unless they see something in writing);
- Makes a record of your complaint with the company;
- Helps preserve any legal rights you may have in the situation;
- Ensures that the company knows your side of the story;
- Helps to get government agencies involved in your case, if it becomes necessary, and can alert the agencies to any questionable business practices that the company may have;
- Can lay the foundation for any future legal case and help you in drafting later letters, if you need to write more than one.
To find the company's address, check the product label or warranty for the name and address of the manufacturer. You may also be able to find the company contact information online. If you cannot find information about the company from the label, warranty or the Internet, try reference manuals like Standard & Poor’s Register of Corporations, Directors and Executives or Thomas Register of American Manufacturers at your local library.
You should direct your letter to the customer service department or to the company’s president.
Sample Complaint Letter
(Date)
(Your Address)
(Name of Contact Person, if available)
(His/Her Title, if available)
(Company Name)
(Consumer Complaint Division, if you have no contact person)
(Street Address)
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name of the product with serial or model number or service performed) at (location).
Unfortunately, your product (or service) has not performed well (or the service was inadequate). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented at the time of sale, etc.).
To resolve the problem, I would appreciate your (describe the specific action you want - money refunded, charge card credit refunded, repair, exchange, etc.). Enclosed are copies [do not send originals] of my records (include copies of receipts, guarantees, warranties, cancelled checks, contracts, model and serial numbers, and any other documents).
I look forward to your reply and resolution to my problem, and will wait until (set a time limit - usually ten working days is sufficient) before seeking help from a consumer protection agency or Better Business Bureau. Please contact me at the above address or by telephone at (home and/or office number with area codes).
Sincerely,
(Your name)
Enclosure(s)- (list documents included)
cc: (reference anyone to whom you are sending a copy of this letter, e.g. product manufacturer)
If you are unsuccessful in getting your complaints resolved directly with the company and must contact other sources for assistance, the next step is to contact a public or non-profit agency to get help with your problem.
This information is adapted from New Hampshire Department of Justice, The Consumer Protection and Antitrust Bureau