Company refusing to escalate complaint

Loubell123

Hello,

I have recently made a complaint with the company Valspar. I now need to escalate the complaint as I need to complain about the complaints manager. The complaints manager is refusing to let me speak to anyone else in the company. They have no complaints procedure that will allow me to go any higher than the complaints manager. They let me send a letter to the customer service manager but the reply came back from the complaints manager. I asked to speak to the customer service manager on the phone and I was denied this.
I need to now escalate the complaint outside of the company as I am not getting anywhere internally, could anyone help with advise on who I contact or what to do?

Thank you!

DCFC79

Loubell123 wrote: »

Hello,

I have recently made a complaint with the company Valspar. I now need to escalate the complaint as I need to complain about the complaints manager. The complaints manager is refusing to let me speak to anyone else in the company. They have no complaints procedure that will allow me to go any higher than the complaints manager. They let me send a letter to the customer service manager but the reply came back from the complaints manager. I asked to speak to the customer service manager on the phone and I was denied this.
I need to now escalate the complaint outside of the company as I am not getting anywhere internally, could anyone help with advise on who I contact or what to do?

Thank you!

Whats the issue ?

societys_child

The complaints manager obviously deals with . . complaints
That's their job. Why do you want to take it outside the company, is it a legal matter?

DCFC79

societys_child wrote: »

The complaints manager obviously deals with . . complaints
That's their job. Why do you want to take it outside the company, is it a legal matter?

At a guess its post 14 here
https://forums.moneysavingexpert.com/discussion/5860587/valspar-b-q-cat-urine-paint-smell-odour-fiasco

[Deleted User]

societys_child wrote: »

The complaints manager obviously deals with . . complaints
That's their job. Why do you want to take it outside the company, is it a legal matter?

The OP wants additional compensation for the redecoration costs he has apparently incurred as a consequence of Valspar paint giving off a strong odour. Valspar are saying that the company's 2018 batches do not suffer from the odour problem. Valspar have offered a goodwill payment (without admitting liability), but the OP wants the full cost of redecorating.

I suspect he won't be getting any further whatever he does. Legal action is very likely to end up costing him dearly.
https://forums.moneysavingexpert.com/discussion/comment/74894260#Comment_74894260

k3lvc

societys_child wrote: »

The complaints manager obviously deals with . . complaints
That's their job. Why do you want to take it outside the company, is it a legal matter?

Maybe the OP want to talk to the Complaints Director, possibly even the Vice President of complaints - both of which have been offered to complainants of a previous employer and neither of whom were any different from Joe Bloggs who normally answers the phone. But of it makes the OP feel more important :rotfl::rotfl:

Loubell123

The complaints manager offered to cover decorating costs, materials and compensation. Then in the next email said they did not mean to send that email and now refuse to pay out for the redecoration. So now I need to complain about the complaints manager. I can take the complaint outside of the company if I am not satisfied I just need to know who to report this to.

waamo

I'm really not sure I understand this. Another external company deals with complaints?

I've heard of companies that will attempt to resolve complaints on people's behalf such as Resolver. Or do you mean an Ombudsman service?

Resolver will merely communicate with the complaints team using templates you fill in yourself so if that is what you mean then you may need to lower your expectations as to what they can achieve.

Loubell123

Yes an Ombudsman or trading standards.

waamo

You can't usually access trading standards yourself. The normal process is to go through the Citizens Advice Bureau.

To use an Ombudsman they need to be a member of the scheme so check and see if they are.

[Deleted User]

Loubell123 wrote: »

trading standards.

Trading Standards will no longer involve themselves in individual complaints.

Valspar do not subscribe to any Ombudsman scheme.

Valspar say the odour issues have been eradicated from 2018 production, but they've offered a goodwill payment regardless.

Now you say that an E-mail offer has since been withdrawn, but why only tell us that now instead of at the outset on the other thread?
https://forums.moneysavingexpert.com/discussion/comment/74894260#Comment_74894260