How long for a head office reply?

pinky28

Hi

I wrote an email of complaint to a head office of a company of car parks where I am a season ticket holder. How long should I wait for a reply? It's been several days now and I haven't heard anything.

I'm worried in case they pass it on to the manager whom I am complaining about as he is seriously aggressive! His behaviour has been appalling to me and other customers and I was persuaded to email head office after a bit of a run in with him.
The issue is I have paid up front for another 8 months (12 month parking is reduced so I get it annually) and I am worried he is going to turn more threatening and I have no where else to park (plus the loss of money)

I feel a bit stupid now for saying anything but it was really unacceptable the way he went on and I ended up going into work shaking and crying.

Any advice?

JReacher1

If you don't go through the proper complaint process they can just ignore your complaint completely. Did you address the complaint to the right department or just to a senior member of the company?

The SLA on complaints received can be quite long. Some train companies have it at 22 working days! It depends on how many complaints the company receives and the size of the complaints department.

pinky28

I sent it to an email address for and with the name customerservices@'nameofcompany' FAO Head office

JReacher1

Is that what they advise you to do with complaints?

If it's not the official method of complaining then they may just ignore it.

pinky28

They don't have anything on their website about complaints. I would assume customer services would be the nearest option?

bukko

If there is no "contact us" link on their website I would try to phone and find out what the procedure is.

Well, to be honest I wouldn't, I would more likely send an email and then wonder how long I should wait for a reply, but now we are discussing it the first option seems like a better idea

pinky28

Yea the contact us bit had the email address I sent the msg to. I have tweeted them - see if they say anything to that. If not will phone on monday. Thing is I hate phoning places, I forget all the points I want to make. Will probably end up making him sound like a lovely jolly fellow when in reality he is a monster with ideas above his station

pinky28

Finally got a reply... they are sending my complaint to the person I am complaining about...