So You Want to Complain
It’s always frustrating when a product or a service doesn’t measure up. But with patience, planning and organization, the aggrieved party can often find satisfaction, Sun reporter Matthew DeBock finds.
Have you got a complaint? Not sure how to proceed or uncertain if it will do any good?
“A dissatisfied customer will tell 20 or 30 people and it will do a lot of damage,” said Valerie MacLean, vice-president of the Better Business Bureau of mainland BC. “Companies realize that a dissatisfied customer is not a good thing.”
Most companies are willing to help resolve customer complaints but knowing how to complain effectively is key.
What you need to know
- Arm yourself with information
Have ready all receipts, contracts and warranties pertaining to your complaint. Also make sure to write down the date, time, name, title and response of everyone you speak to in order to keep a record of everything you have done to try and reach a resolution. Make sure you know your rights. This includes educating yourself on the company’s policy for complaints. For example, find out the store’s policy on returns.
- Be patient
You may have to explain your complaint to several people in a company before reaching the person who is best able to deal with it.
- Don’t procrastinate
You’re more likely to get the result you want if you deal with the problem as soon as it arises.
Where to start
- First take your complaint to the person closest to the problem. Try to speak to the same person who sold you the produce or service. But if this doesn’t work, don’t give up.“Go to someone with the authority to deal with your complaints,” MacLean said. Talk to a manager or someone at the company’s headquarters. Many companies have customer service divisions designed to handle complaints.
- The next step is to write a letter. Address your letter to the company’s president or owner and include your name, contact information and a description of the produce or service. Include a serial number or account number if applicable.Clearly outline your complaint and what you would like done about it. Ask for a response within a specified time frame, for example, ten business days. Attach copies of your receipts, contracts, warranties, etc. Keep all original documents for your own records.
- If the company does not give you an adequate response within the specified time frame, contact the Better Business Bureau. Most companies never reach this stage, either because the consumer gives up or a settlement is reached. “The complaints that come to us usually involve a lot of money,” MacLean said.For that reason, she said, people often bypass the bureau’s services and go directly to court. However, the mediation and arbitration service offered by the bureau are much cheaper than a lawsuit. “People want to be heard,” MacLean said. “We’re listening.”Companies that are members of the Better Business Bureau are obligated to respond to the bureau’s recommendations when a complaint is received. Non-members will receive negative ratings with the bureau if they refuse. If mediation doesn’t work, both parties can agree to go before a bureau arbitrator who will make a binding judgment.
- The final step, if either party refuses arbitration, is a lawsuit. “Arbitration is voluntary, but court isn’t,” MacLean said. “Consumers will sue. People want their day in court.”
Complaints against public bodies
Complaints against public bodies are different because of the office of the government ombudsman. The ombudsman will investigate complaints against ministries of the provincial government, Crown Corporations, schools, hospitals, municipal governments and other agencies. In these cases, complaints should be directed to the ombudsman instead of the Better Business Bureau.
