Identify the issue you want solved and give clear details to the organisation to help them resolve the issue.
Including names, dates, places and what was done.
Before telephoning or writing, jot down the main points of the complaint and what you want done to resolve it.
Complain in Writing
Experience has shown it is best to make your complaint in writing.
Always keep copies of letters and documents that are sent. Head your letter "Complaint".
Write clearly and concisely, sticking to the facts. If you have difficulty expressing yourself ask friends, family or perhaps a Citizens Advice Bureau to help you.
CCHR will also help. Set out the letter in a logical order and include your name and contact details, relevant dates and times and a description of what happened.
If detailing events, try to bullet point them and keep them in the order they happened.
Attach copies of any documents that are relevant to your complaint.
At the end of the letter state what you want as an outcome to the complaint. This can be an apology, an explanation of what happened or other action taken to put the matter right. Make sure your desired outcome is realistic – this will give them a greater chance of sorting out your complaint.
Keep a copy of your letter and a record of when you sent it and who to.
Complaining by Telephone
Although it is better to complain by letter or e-mail, it may be helpful to telephone first.
Before calling, make notes of what you would like to discuss.
When the phone is answered, ask the name of the person and their position. Although not always required, most organisations will give you some way of identifying their staff.
Tell the person about your complaint following the notes you have made. As each point is discussed cross them off your list.
Ask if they can help. If not who you should contact.
Make notes of the time and date of the conversation and what was discussed.
If you get an agreement to resolve your complaint, follow up with a letter to confirm what has been agreed.
If you remain unhappy, ask who to address a written complaint to.
Although it may be difficult, you should try to remain calm and polite throughout the conversation.
Most important, as your message may become confusing to the other person.
What Next
If you don’t receive a response to your complaint, send a copy of your letter again and ask what happened.
You may want to telephone first to ask if they received your original complaint.
If you remain unhappy, ask the organisation who you can complain to next.
At this stage you may want to contact the helpline on +44 (0) 845 0154 033. One of our advisers will be able to assist you with what to do next.
As always, london@cchr.org.uk will assist further.
Contact:
CCHR London
PO BOX 53369
London NW10 5RY
Email: london@cchr.org.uk
