Paul Lewis
It may not be British to complain, but if you receive substandard goods, then complain is exactly what you should do. While it may seem tricky, the process is simple - and it really can pay off
by PAUL LEWIS
This month's piece was nearly called 'crossing the treacle field' because that is often how it feels when we try to complain. What is the email address? Where is the phone number? And when we find it, why does no one answer or reply? And if they do, why can't they solve our problem?
This month I reveal how to build a bridge over that treacle field and get your complaint acted on. But first, a very brief guide to the conventional way to complain.
In writing
If you have had a letter or email from the firm, that may give you the complaints procedure. Alternatively, you can Google the name of the firm along with the word 'complaint' - it may be quicker than weaving your way around an impenetrable website.