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How to complain: a step by step guide

Ever been annoyed with a company or a service? Did you seethe with frustration and say nothing, or lose your temper only to wish you'd handled it better afterwards? Very few of us get it right first time.

Don't take it out on the receptionist

Useful Tips

The guide contains useful tips on:

1. Finding out what your rights are
2. Finding out who to complain to
3. Deciding what outcome you want
4. Not getting angry
5. How to put things in writing
6. Further sources of advice and help

Toby Foster Show

Toby Foster took up this topic this week with guests hairdresser Robert Eaton and Sheffield 50+ Co-ordinator Jane Tanser.听

Jane, from Low Edges says: " Sometimes I'm good at听complaining but other times I'm not very good. It depends on the circumstances and whether it's worth following it through, because often it can take along time to complain and get something done. I normally complain if something's unfair, the service is bad or if people are being taken advantage of."

Jane recently complained to her insurance company about the service she received after her freezer broke down following a household accident.

Jane Tanser

Her insurance company accused her of 'fibbing' and alleged that her freezer had just broken down due to wear and tear.听After getting another engineer out which showed that one of the switches was broken, she received compensation which amounted to more that the value of the freezer itself.听

"In that case it was worth the hassle of complaining. I was annoyed that they accused me of lying."听

Barney about your barnet

Toby asked Robert Eaton, one of the country's leading hairdressers, whether many of his customers ever complained about their stylists or their new cut.

"There will be times when there's a difference of opinion about the end result, but the main thing is to get the consultation correct in the first place", says Robert. "Make sure you find out exactly what someone wants and discuss things properly to begin with. If you follow this simple tip you should never have a complaint at all."

Robert Eaton

Toby pointed out that many people often say that they're pleased when really they're not.

"If people feel aggrieved, I would rather they do say something at the time and then you know where you stand and can听do something about it," says Robert. "There's no point in somebody leaving the salon and never coming back again."

Many people seethe in private and then days or weeks later will ring up suppliers or retailers and lose their temper in frustration.