How to make a complaint

We’re often asked how best to complain about a service. Sometimes, it’s not easy to know the right way to go about it to get the best results.

Here's what we suggest:

• Find out if the company have a complaints procedure.

• Go through the process according to the procedure – you will need to submit an explanation of what went wrong. You can do this using our letter below.

• Find out how long they take to process complaints and wait for the allocated time to get a response

• If you do not get a response, find out if they are regulated by an ombudsman or other regulatory authority

• Send the letter below to that ombudsman explaining that you have not had a response

Here is our suggested letter of complaint:

Name of the contact person
Name of company
Address
Postcode

Your name
Your address
Postcode

Your telephone number
Your email address

Date

Formal complaint about [name of company]

Dear Mr/Mrs/Ms [name of the contact]

I am writing to make a formal complaint against XXXXX. [add in who you are complaining about a person or the company]

My complaint is that [describe any issues or mistakes that occurred. Be as clear and concise as possible. Keeping it brief and to the point can be helpful].

• Use bullets to keep it to the point
•  
•  

This situation has caused me [explain how this issue has affected you, your family, or others]

• Use bullets to keep it to the point
•  
•  

This could be resolved if you could [tell them how they can put this right - Apologise? Return documents they’ve been holding on to? Do more work? Compensate you? – what do you from them?]

• Use bullets to keep it to the point
•  
•  

As this is a formal letter of complaint it is my understanding that you are required to respond to me. Please can I ask that you do this by XXX [seven to ten days is a good length of time].

I can be contacted on the telephone number and email address at head of the letter should you need any further information.

I look forward to hearing from you in the very near future.

Yours sincerely

[sign your name]

XXXXX [type your name here}

Other help

Trading Standards can also help you.

Free help from the Consumer Advice Service (gov.je)

They will talk through your consumer problem and advise you on your consumer rights and how best to resolve your dispute.

Remember that service providers love to get positive feedback too. So, if you have experienced something really good, let them know.