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How to make a complaint

How to make a complaint. Resource 3G – How to make a complaint KS4 Slide 1 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum. I am not happy!. You are dissatisfied with a product or service you have bought.

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How to make a complaint

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  1. How to make a complaint Resource 3G – How to make a complaint KS4 Slide 1 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  2. I am not happy! You are dissatisfied with a product or service you have bought Resource 3G – How to make a complaint KS4 Slide 2 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  3. Remember!You don’t have a case if you • have just changed your mind • bought the wrong size • decided you don’t like a colour or style • were warned about faults or blemishes that don’t affect the performance or safety • spotted the goods cheaper elsewhere • decided you can’t afford it after all Resource 3G – How to make a complaint KS4 Slide 3 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  4. You think you have a case Have you been a responsible consumer? Resource 3G – How to make a complaint KS4 Slide 4 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  5. Did you • Keep the receipt? (this is not a legal requirement but it helps prevent misunderstandings) • Check with the supplier before you paid that they would change it if the product turned out to be not suitable, eg wrong colour, wrong size? (If the answer is no the supplier is not obliged to change it) Resource 3G – How to make a complaint KS4 Slide 5 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  6. You decide you have a case • I have checked my rights • I have been treated badly! • I want to complain! Resource 3G – How to make a complaint KS4 Slide 6 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  7. I want my money back! • Remember your agreement is with the shop or branch who sold you the goods • Don’t be fobbed off by being told you have to go to someone else such as the manufacturer, the head office, the police, the trading standards office Resource 3G – How to make a complaint KS4 Slide 7 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  8. Making a verbal complaint • Be polite • Say from the start that you want to make a complaint so that you get to talk to the right person • Be quite clear about what you want to say – write it down and have a check list if that would be easier – you won’t look silly – you’ll look organised and efficient Resource 3G – How to make a complaint KS4 Slide 8 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  9. Have ready the receipts and other relevant documents • Don’t lose your temper • Don’t swear • Be patient – give them a chance to sort it out • If it is dealt with satisfactorily say thank you Resource 3G – How to make a complaint KS4 Slide 9 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  10. Making a written complaint • Find out who you should be writing to • Be polite • Use correct letter terminology (don’t use expressions like Yours Disgustedly!) • Check your letter has no spelling or bad grammar errors • Keep a copy of your letter • Get a certificate of posting or send the letter by recorded delivery • Give them time to deal with the matter Resource 3G – How to make a complaint KS4 Slide 10 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  11. Lots of information to go in your letter? • Give all the information in a clear and logical way – if it is a long story use lists, numbered points, bullet points • Enclose copies of receipts and other relevant documents (keep the originals) Resource 3G – How to make a complaint KS4 Slide 11 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  12. The information may include: • Make and model number • Where you bought it • The date you bought it • The price you paid • The fault • Who in the organisation you have dealt with to try and put matters right Resource 3G – How to make a complaint KS4 Slide 12 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  13. Whether a verbal complaint or a complaint in writing Don’t make inappropriate personal remarks about the people you were dealing with – just because they may be ugly it doesn’t increase your consumer rights! Resource 3G – How to make a complaint KS4 Slide 13 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  14. I’m still not happy What do I do next? Resource 3G – How to make a complaint KS4 Slide 14 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  15. You could • Contact the supplier’s head office • Call Consumer Direct for advice on 08454 04 05 06 • Go to your local Trading Standards Service for help and advice • Sue the supplier in the Civil Courts • Go to the media – but think carefully first! Resource 3G – How to make a complaint KS4 Slide 15 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum Last Updated: 16/03/09

  16. are faulty are dangerous have misleading price labels are not the same as in their advertisements or on the packaging have the wrong weights shown on them are past the use by date don’t do what they are supposed to do The supplier is breaking the law!The goods they are selling: Resource 3G – How to make a complaint KS4 Slide 16 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

  17. Report them to your local Trading Standards Service - Tel: 08454 04 05 06 They could be prosecuted in the Magistrates’ Court They could be ordered to pay a fine, carry out community service, go to prison Resource 3G – How to make a complaint KS4 Slide 17 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum Last Updated: 16/03/09

  18. But remember! The criminal courts don’t usually order the supplier to pay you your compensation If you want your refund, replacement or compensation you have to follow that up yourself, if necessary through the civil courts Resource 3G – How to make a complaint KS4 Slide 18 of 18 Hampshire County Council, Consumer Education Project within the Citizenship Curriculum

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