(Updated 03/04/2023)
When to make a complaint:
If you are not happy with the service or goods that you have received you can make a complaint, or in some cases you may be able to return the goods and secure a refund. You should check with the organisation directly to see if they have a complaints procedure, which you can usually find on their website. There are some useful tips below on how to write a good complaint letter to make sure you get all of the issues across effectively and get the best outcome.
How to complain effectively:
Most organisations have a customer services department that you can direct any issues or complaints to, if not contact the head of the organisation.
- Act quickly. This gives the organisation an opportunity to try to fix the problem for you
- Keep all evidence of your transaction with the organisation – this could include receipts, dates and times of phone calls, a record of who you spoke to on each occasion, quotations contracts, emails, a guarantee or warranty
- Any supporting evidence of your complaint. This could include photographs or video footage of any damaged products
There are four main ways to complain:
- in person
- by telephone
- by letter
- online or via email
Contact the Citizens Advice consumer helpline (formerly known as Consumer Direct) if you need more help with a consumer problem.
Call the Helpline:
Citizens Advice consumer helpline: 0808 223 1133
Textphone: 18001 0808 223 1133
Lines are open Monday to Friday, 9am to 5pm. Lines are closed on bank holidays.
Calls from mobiles and landlines are free.
Other Helpful Links:
Create and download a letter to help with your problem, using one of Citizens Advice interactive sample letters. – click here to access
