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Making a complaint

 
If you have a problem with a service that you have paid for, you should contact the trader and explain what is wrong.

Before you do so:

  • Make sure that the fault was not caused by misuse, an accident or normal wear and tear.

  • Collect together all the documents, including any contract, guarantee or invoice you were given when the job was carried out.
If you are going to visit the trader, make sure you take all your documents with you.

Contact by phone

If you phone, ask to speak to the manager or owner. Explain your problem, keep calm but be firm. Make it clear whether you want a refund, replacement, repair or compensation.

Contact by writing

If you write, briefly set out the problem and ask the trader to get in touch with you. Send your letter by Recorded Delivery. Include a copy of your proof of purchase. Don’t send originals. Start keeping a record of what happens for future evidence. 

Supply information

If the trader replies and asks for more information, be as helpful as you can. This may help the trader solve your problem. If the trader asks for receipts or other documents send copies, not the originals. Keep a copy of any reply you send. If you get no reply to your letter or email, send the trader a reminder.

If there is a doubt about your claim, you or the trader can arrange for somebody else to examine the work that has been carried out. This should be done within a reasonable period of time, and without causing you significant inconvenience.

Accept or negotiate

If the trader offers to do something, but not what you have asked for, you can either accept the offer or negotiate for a better offer. Be reasonable in what you are prepared to accept. Sometimes it can be better to compromise. Only you can decide this. (Keep a copy of every letter or email you write).

If all else fails, you can consider taking the matter to court

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