How To Complain (Effectively)

Consumer Rights

As consumers we have all been faced with issues related to services or products we have purchased. As consumers, it is our right, as well as our obligation to complain.

Not complaining as in ranting and raving; however, by pointing out issues or helping to correct a problem, we make it easier for ourselves, future customers faced with the same issues, as well as helping the very company we may have the issue with.

Companies, businesses, and organizations want feedback from their customers; consumer feedback helps with the advancement of their products and services, as well as their profile within the community.

In addition, sometimes we just need to let it out (constructively and organized of course).

The first thing to do when there is a complaint is to take an inventory (yes, actually write down your concerns). As the consumer, first arm yourself with general information, including what the specific issue is, the source of the issue, as well as when/where it occurred.

Gather Proper Information

• what created the issue
• where the problem happened
• anyone previously spoken to (HR, customer service, manager, etc...)
• when the issue took place
• the end result you are looking for (compensation, exchange, refund, credit, apology)
• locate warranties, receipts, documents concerning the product/service
• keep a log of who you've spoken to (in case there isn't an immediate solution)

Contact the Manager/Owner of the Company

• contact manager/owner initially (delays may hinder your progress)
• a letter or personal visit is more effective than a phone call (be sure to document)
• keep copies of sent letters
• bring a friend if you have issues speaking to manager/owner (being nervous is understood)

No Response?

If, after contacting the company, you have not received a response after an amount of time, there are other avenues to explore.

Remember to use the same steps discussed above when contacting:

• company's regional office
• company's national office
• local consumer protection agency

If there is not a local consumer protection agency to contact, you can always contact your state Attorney General. Your Attorney General's contact information is easily found by accessing the internet and typing in (your state) Attorney General.

Documentation is important when voicing any concerns to an organization or company. Be sure to keep a copy of any letters sent out, document phone calls and contacted person; and above all else, be courteous, which will help your keep a level head; in addition, being courteous will get you better results as well as better feedback.

The main thing to remember is, as a consumer, it is your right to complain. Think of it as you are doing a public service. You're not only helping yourself, you also help the company, as well as future customers of the company.