How to complain effectively
Consumers are often faced with several challenges when issuing a complaint. A first point of contact now offered via the Canadian Consumer Information Gateway is called the Complaint Courier. This powerful online tool will give you instant access to the resources and expert advice you will need to navigate the complaint process from start to finish. The Complaint Courier also provides you with expert advice on how to make any type of complaint in a clear, organized and effective way. The following guidelines can also help you to complain more effectively.
First Things First
- Contact the salesperson, retailer or business when you have a complaint about the goods or services that you bought.
- If you still have a problem, ask for the address and telephone number of the company headquarters and contact the customer service department.
- If that doesn't work to your satisfaction, look through the sections of this handbook that list the government offices and consumer organizations that apply to your situation. If you don't know where to start, call the government consumer affairs office where you live. Someone there will direct you to the right group.
- Taking legal action should be your last choice. If you decide to sue, remember that there are often time restrictions on filing lawsuits. You may wish to check with a lawyer about any statutes that may apply to your case.
Strategies for Success
- Do not be afraid to complain. Good businesses will be pleased to correct any mistake on their part. They know that customer goodwill is still the best form of advertising.
- Always keep a file of important information. Include the sales receipts, repair orders, warranties, cancelled cheques, contracts and any letters you have written to or received from the company concerned.
- Do not procrastinate. When a product is defective or unsatisfactory, it is important that you return it quickly so that you do not lose the right to get your money back, as well as damages in some cases. Always check the return policy before you buy.
When You Have a Problem
- Give the merchant the first chance to solve the problem.
- When there is a complaints department in the store where you made the purchase, use it. When there isn't, talk to someone in authority, such as a manager. A face-to-face discussion is best. Be firm and businesslike, but polite. Calmly and accurately describe the problem and what you want the company to do to solve it.
- Request specifics about how and when something will be done, and get the other person's name in case you have to refer to this conversation later. Write down any details of your complaint and keep it in your file. Make sure to date your notes.
- If a personal visit doesn't produce satisfactory results, write a letter to someone higher up, such as the general manager or owner. Provide all the details of the problem and your efforts to resolve it. Ask for action. Send a copy of your letter to the manufacturer, and be sure to keep a copy of it yourself.
Sample Complaint Letter
(Your Address)
(Your City, Province, Postal Code)
(Date)
(Name of Contact Person, if available)
(Title, if available)
(Company Name)
(Consumer Complaint Division, if you have no contact person)
(Street Address)
(City, Province)
(Postal Code)
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).
To resolve the problem, I would appreciate (state the specific action you would like - money back, charge card credit, repair or exchange, for example). Enclosed are copies (do not send originals) of my records (include receipts, guarantees, warranties, cancelled cheques, 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 10 working days is sufficient)before seeking help from a consumer protection agency or the 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)
cc: (indicate to whom you are sending a copy of this letter, e.g.,
product manufacturer)
