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How to get your complaints heard
James Coney
24 November 2009 Reader comments (1)
Mistakes by the companies we use every day are all too common. And, when things go wrong, it can be frustrating getting the call centres of giant financial institutions, energy companies and telecoms firms to put them right.
Disaster: But there are ways you can make sure your complaint is heard
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It's a frequent complaint from readers who contact Money Mail - they just can't get customer services staff to take their problem seriously. But here, a call centre insider - a man who has run the complaints procedures of a number of national companies - reveals the tricks you can use to get your complaint handled properly and get the compensation you deserve...
Step One
Ask if all calls are recorded. This will prove to the person you are dealing with that you are serious. Call centre staff are judged on the advice they give and customer satisfaction.
If they know you may use the call in evidence of your grievance, it forces them to handle your complaint properly.
Step Two
It costs you money to call 0845 and 0870 numbers. A five-minute wait could cost 50p for something that is not your fault. Ask for a freephone number. Or ask if they will reimburse or call you back.
Step Three
Tell them the impact your problem has had on your life and those of your loved ones.
If it spoiled your wife's birthday, tell them. If you were late picking your children up from school, tell them. If it has left you without any money for the rest of the month, tell them the effect this has.
Not only does this emphasise the inconvenience caused, but it helps make the person you are talking to fall on your side in the event of a dispute.
Don't undermine them, interrupt or argue because they are less likely to help.
If you ask for someone more senior, don't say: 'I want to speak to your boss.' Instead, use a phrase like: 'I'm sorry, this is not personal, but I want to speak to someone in a more senior position as they need to be aware of this issue because it is simply not acceptable.'
Step Four
Ask what guaranteed standards of service exist in relation to your complaint. Every company has service standards; letting them know that you know this indicates you a not going to be a pushover.
Failed standards often equal some form of compensation. For example, missing an appointment after you have spent a whole morning waiting is a breach of service standards.
You need to know what the company policy is in order to get the minimum service.
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Step Five
Ask what the complaints handling process is if your problem is not resolved after the first call. It's a quick way of being passed up the food chain.
There is always a procedure for being passed on to another person. The more senior the person you speak to, the busier they are.
Step Six
The higher up the ladder you go, the better compensation you get. As a guide, in a first call expect less than £20 as a goodwill gesture, plus call costs. Team leaders can give you up to £50. A manager will be able to authorise a payment of up to £200.
Above that, you need to be mindful of the actual value of your grievance. If they were five minutes late, that is a low-level complaint.
If they kicked in your door because they thought it was someone else's property and never gave advance notice of this, then that is serious.
Step Seven
Insist the company keeps a record of the contact they have with you.
And likewise, remember to take a note of the name and number of anyone you speak to and the time and date.
Don't be put off if they don't give you their full name on the first occasion.
Ask for reference numbers. It will be a useful reminder to you of what you said, what was agreed and how long your complaint has been running.
How to get your complaints heard
James Coney
24 November 2009 Reader comments (1)
Mistakes by the companies we use every day are all too common. And, when things go wrong, it can be frustrating getting the call centres of giant financial institutions, energy companies and telecoms firms to put them right.
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MORE EXPERT ADVICE›› More answers on credit card, loans and debt problems from our readers
ENERGY PRICES Is now the time to switch gas and electricity supplier? (It's all about timing). - Latest advice
It's a frequent complaint from readers who contact Money Mail - they just can't get customer services staff to take their problem seriously. But here, a call centre insider - a man who has run the complaints procedures of a number of national companies - reveals the tricks you can use to get your complaint handled properly and get the compensation you deserve...
Step One
Ask if all calls are recorded. This will prove to the person you are dealing with that you are serious. Call centre staff are judged on the advice they give and customer satisfaction.
If they know you may use the call in evidence of your grievance, it forces them to handle your complaint properly.
Step Two
It costs you money to call 0845 and 0870 numbers. A five-minute wait could cost 50p for something that is not your fault. Ask for a freephone number. Or ask if they will reimburse or call you back.
Step Three
Tell them the impact your problem has had on your life and those of your loved ones.
If it spoiled your wife's birthday, tell them. If you were late picking your children up from school, tell them. If it has left you without any money for the rest of the month, tell them the effect this has.
Not only does this emphasise the inconvenience caused, but it helps make the person you are talking to fall on your side in the event of a dispute.
Don't undermine them, interrupt or argue because they are less likely to help.
If you ask for someone more senior, don't say: 'I want to speak to your boss.' Instead, use a phrase like: 'I'm sorry, this is not personal, but I want to speak to someone in a more senior position as they need to be aware of this issue because it is simply not acceptable.'
Step Four
Ask what guaranteed standards of service exist in relation to your complaint. Every company has service standards; letting them know that you know this indicates you a not going to be a pushover.
Failed standards often equal some form of compensation. For example, missing an appointment after you have spent a whole morning waiting is a breach of service standards.
You need to know what the company policy is in order to get the minimum service.
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1-4 of 6 » « click to reveal more »
Step Five
Ask what the complaints handling process is if your problem is not resolved after the first call. It's a quick way of being passed up the food chain.
There is always a procedure for being passed on to another person. The more senior the person you speak to, the busier they are.
Step Six
The higher up the ladder you go, the better compensation you get. As a guide, in a first call expect less than £20 as a goodwill gesture, plus call costs. Team leaders can give you up to £50. A manager will be able to authorise a payment of up to £200.
Above that, you need to be mindful of the actual value of your grievance. If they were five minutes late, that is a low-level complaint.
If they kicked in your door because they thought it was someone else's property and never gave advance notice of this, then that is serious.
Step Seven
Insist the company keeps a record of the contact they have with you.
And likewise, remember to take a note of the name and number of anyone you speak to and the time and date.
Don't be put off if they don't give you their full name on the first occasion.
Ask for reference numbers. It will be a useful reminder to you of what you said, what was agreed and how long your complaint has been running.
