Great 'How to make an effective complaint' Hunt

bubbles28_2

I have not done this before however i have just had a sucessfull rant at Npower and for once i got an imediate reply and my issue was resolved. Had a new meter put in my house. Was booked for a monday and they didnt turn up. Called Npower several times to check that someone was still going to come out and was told yes. if they dont you will get £20 compensation. Got a letter the other day saying that someone came to my house and there was noone in so therefore i was not eligable for the £20. Although i was in all afternoon. So called them up and explained that i was at the property the whole time and that none came. i said that i even called 3 times that afternoon to check that someone was coming and i was told your name is down someone will be out. I said as per your recording that im forced to listen to when im on hold it states that you record your calls, to which the lady agreed, i said just check the recordings youll see that i called several times and i remember quoting the time every time i called so if you check that you will know i was at the property. she said if youd like to hold. After being put on hold i was told that i could have the £20 and she appologised. So comment on the fact that you have called and if they record the calls comment on that to. In my opinion a company that large arnt going to pay a member of staff to listen to all the recordings to find my calls. they need all staff with hands on deck to deal with other customers complaints *coughs* queries. £20 is nothing to a large company like that but is handy to me.

Manicgirl

I thought I'd give a few tips, as someone who has dealt with a lot of complaints over the years and knows which ones get dealt with the quickest.

- Never write more than 2 A4 sides as the person at the other end will lose track of what your main complaint is and what you are asking for. Summarise your wants/compaints at the start and use bullet points throughout to make it easier to quickly read.

- Always ask for a reply by a certain date, but make it achievable (at least 3 weeks from the date of writing).

- Don't swear or launch a personal attack on the CEO/Head honcho. Chances are it will just get binned.

- In e-mails and letters, never copy your letter to 'important sounding people' in the hope of making yourself look good. The numbers of e-mails I've seen copied to the Prime Minister, Watch Dog, Local MP, BBC etc. It just antagonises the situation. If you want to let them know, blind copy them in, or just state "I am sending a copy of this to my local MP". But don't send it to every man and his dog.

Oh, and don't write in green or red ink. It just makes you look like a weirdo.:D

wilxite

I heard about this site (http://complaintcommunity.com) the other day from BBC Radio WM - I've not posted a complaint there yet but they claim to assist in the resolution process. Looks like it might be worth a shot.

NAG_2

Found this? http://www.unitedutilities.com/Documents/ElectricityComplaintsProcedureLeaflet.pdf

Sssssss

If you can't find the email for CEO or MD on their website, then most sites either have a press contact or HR contact for applying for jobs. I email them and ask for the email to be passed on to top boss.

Annahoo

Can anyone advise me how to complain to the Council - in particular the housing benefit department!

omen666

Folks, I think you all miss the point of this post, apart froma few the rest of the posts contain much of the following:

"Who is the MD of ******""
"Do people think I should complain about this"
"I have complained about this and nothing has happened"
"I received a response to my complaint and am not happy"

This is a complaints tips thread in us all trying to get the best ways to complain.

All your posts are valid but think they should be posted here in the Consumer vent forum http://forums.moneysavingexpert.com/forumdisplay.html?f=55
That way you will get fellow MSE'rs commenting on your exact situation and more of a response.

NAG_2

Annahoo wrote: »

Can anyone advise me how to complain to the Council - in particular the housing benefit department! They made me wait for 5 months as i had left my letting agents who were receiving payment directly for the tenants. When i and the tenants told the council i had nothing more to do with this letting agent and could payment be sent to me, they didn't do anything for 2 months despite my constant calling them and then finally i get asked for proof (which was not a problem to supply) and then nothing again. Called every other day and was told "yes payment would be made" until finally they said "oh we have given 5 months back rent to the letting agents!" - this was 2 weeks ago and in those 2 weeks i called at least 5 times and was kept being told "payment was going to be made to me". I have struggled to pay the mortgage for these 5 months and i am back to square one again! I think i am going to have a breakdown and going to lose my house because of the housing benefit department.

if you dont mind, which local authority is it?

HappySad

thanks everyone for their sound advice. I always complain when I can... it is a great way for the company to id where they can improve service. When I was dealing with customers we welcomed complaints as we used the info to give an even better service.

red_devil

omen666 wrote: »

Never had an issue when I send off a e-mail to the CEO or MD.

Always had a immediate response from them or their PA and resolved that day to a more than satisfactory standard.
This includes:
O2
Tescos
Ocado and
Sky
I use this site and it is pure gold. Has the majority of e-mail addresses for most used companies and is updated regularly

http://www.connectotel.com/marcus/ceoemail.html

i contacted two on this list and they were returned to me? Is there a more up to date list?