Some tips when emailing consumer complaints to CEOs

sirmarcus

Some tips when e-mailing complaints to a CEO, Chairman, etc. :

• Be polite.
• Keep the information concise and to the point.
• Include customer reference numbers or invoice numbers, if applicable.
• Include a brief history of the issue, if applicable.
• Do not accept being passed back to "Customer Services" or elsewhere within the organisation.
• Insist on a reply from the CEO or whoever you have addressed your complaint to.

Hope the above helps and good luck,:)

rsykes2000

Some other tips.
Exhaust the complaints procedure *before* calling / emailing the CEO.
Only do it as a last resort if Customer Service can not help you and you are sure they are wrong.
Realise that you will never get a reply from a CEO as they are too busy running a company and you will get a reply from one of their staff.

Freddie_Snowbits

Judas wrote: »

A CEO will never deal with a complaint

How dare you repute the honourable Gentleman’s intellectual ability to use google?

badman999

rsykes2000 wrote: »

Realise that you will never get a reply from a CEO as they are too busy running a company and you will get a reply from one of their staff.

I worked for a high street bank several years ago, and the drill saw that if you wrote to a senior person (CEO, CFO, COO) they would personally write back. Obviously they had staff to investigate etc, but would personally read complaint, internal report and sign the letter.

somethingcorporate

badman999 wrote: »

I worked for a high street bank several years ago, and the drill saw that if you wrote to a senior person (CEO, CFO, COO) they would personally write back. Obviously they had staff to investigate etc, but would personally read complaint, internal report and sign the letter.

It can and does happen, I know in my company (a multi-national with 100k+ staff) that the CEO does respond to complaints but also has a exec-level complaints team to handle some for him.

However, some of the things that SirMarcus has been telling people to escalate for are utterly stupid and such escalation should be reserved for the very worse cases of where the company are in the wrong (not just when you disagree with their policy) and where you have exhausted all other avenues of complaint.

A regular poster (I think Ollie'sDad) has made a very valid point a number of times and that is if the CEO is your first port of call and he disagrees with your complaint then you have nowhere else to turn. If you start off at, or near the bottom, at least you have the opportunity to escalate and have it turned over numerous opportunities before you reach the last port of call.

4743hudsonj

somethingcorporate wrote: »

A regular poster (I think Ollie'sDad) has made a very valid point a number of times and that is if the CEO is your first port of call and he disagrees with your complaint then you have nowhere else to turn. If you start off at, or near the bottom, at least you have the opportunity to escalate and have it turned over numerous opportunities before you reach the last port of call.

Thats a brilliant point, just like the court systems, if you went straight to the European court for a civil case (not that you can for very good reasons) and lost on a technicality or something then youve lost end of.

At least if you follow proper avenues you have the county court, high court, court of appeal, supreme court and European court to win.

Just shows how Sirmarcus' "advice" s nothing but a bad idea. Wheres a MOD to PPR them when we need it?

somethingcorporate

4743hudsonj wrote: »

Thats a brilliant point, just like the court systems, if you went straight to the European court for a civil case (not that you can for very good reasons) and lost on a technicality or something then youve lost end of.

At least if you follow proper avenues you have the county court, high court, court of appeal, supreme court and European court to win.

Just shows how Sirmarcus' "advice" s nothing but a bad idea. Wheres a MOD to PPR them when we need it?

A perfect analogy too.

Here is one of the original posts (and it was made by Ollie'sDad) making the point (post 14).

https://forums.moneysavingexpert.com/discussion/comment/35902219#Comment_35902219

Esqui

If CEOs could do every job in the business, then they would. However, as it's impossible to do everything, the CEOs employ people in customer service roles who have more expertise and training in dealing with customer issues than themselves. That way, they can get on with running a business, and making money, rather than forgetting to attend a shareholder meeting because you got overcharged by £5.

As someone who deals with customer service issues regularly, do you think I'm not capable of doing anything? Why not try? Do you just assume I cannot help in any way; nor can my manager; nor can my regional manager; nor can our divisional director; nor can the services director; nor can the operations director? Do you think a company would be in business if only the CEO could sort customer issues. No. Don't be so stupid.

fthl

the trick is to write to the person that actually deals with the escalated complaints for the ceo. This person has all the power and authority to do stuff, and it is their job. Unfortunately they are often almost invisible.

cyberbob

He's now resorting to copy and pasting things from his own website.

My tip is if you have actually exhausted all other possible methods (which I doubt very much) your better off sending a recorded snail mail letter to insure they receive it. If you do wish to email the SPAM box make sure you get the correct email address. This means ignore all of the ones sirmatcus hands out.

unholyangel

cyberbob wrote: »

He's now resorting to copy and pasting things from his own website.

My tip is if you have actually exhausted all other possible methods (which I doubt very much) your better off sending a recorded snail mail letter to insure they receive it. If you do wish to email the SPAM box make sure you get the correct email address. This means ignore all of the ones sirmatcus hands out.

Not just the wrong contact email he's posted. Several times he's posted info for the wrong company completely!

And of course as said, he advises them to escalate when they have no rights. Which IMO goes against the purpose of this thread.