|
|
 |
 |
|
|
|
Car insurance - Tips & Advice - Understanding car insurance
Twelve steps to drafting a letter of complaint.
1. Identify your objective
Before you start to write your letter, stop and consider your objective. The style of your letter will depend on what you are seeking from the recipient. For example, do you want:
- Compensation
- An apology
- Repair or replacement of a product
- The problem to be recognised so that others do no suffer the same problem
2. Make sure your letter states your objective
If you require a swift and effective action taken as a result of your letter, say so. Sometimes you need to state the obvious.
3. Be reasonable
Your claim should not be disproportionate to your actual loss. For instance, if you were to buy a packet of 6 fish fingers and find there are only 5, it would be unreasonable to request £1,000 in compensation.
4. Be polite
Be polite. Don’t be sarcastic or rude.
5. Can they fix it?
Don’t lose sight of your objective. Give the company a chance to fix the problem – if that’s what you want. This means letting an ordinary worker try and fix it first before escalation to the Chief Executive. You will gain more help if you have let his/her people attempt to solve the dispute first.
6. Escalate to the right person and at the right time
Use the normal customer complaints procedure (i.e. speak to a supervisor/manager).
If not resolved, use any formal complaints system that’s in place.
If you are still unable to secure a favourable response, refer to a trade, supervising or consumer body for help. For example, the Retail Motor Industry Federation in respect of member car dealers, or your local Trading Standards office.
7. Understand who has the power to do what you want
If you are looking for a true business decision, you must find someone with the authority to do so.
8. Write to someone by name
Do some research, and find out who runs the business. A complaint to a chief executive may take several weeks to be answered and resolved. But you will probably receive the company’s best and final response. Company searches on the internet can help. You can also look at the company’s Annual Reports via their website to see if there are any Mission Statements regarding customer service or Corporate Objectives.
9. Keep it simple
- Explain your complaint as clearly, logically and succinctly as you can
- Try to limit it to one or two pages
- If you wish to provide details of previous correspondence, list them on a separate sheet.
10. If you don’t ask, you don’t get
Be prepared to ask for something (not necessarily financial) if that’s your objective.What you are asking for must be reasonable and you must ask for it politely and respectfully.
11. Be prepared to be satisfied
If you complain about something and your objective is satisfied, be prepared to acknowledge that and thank the company. If you have made any bargain, be prepared to honour your side of it.
12. Accept that you may not be 100% successful
Even though you might write brilliant letters and form a solid argument, sometimes you will not get anywhere. If this is the case, don’t go back to the company again. You gave them an opportunity to make you a happy customer and if they chose not to, take your business elsewhere.
This article is for information purposes only. Its contents do not constitute legal advice and should not be regarded as a substitute for detailed advice in individual cases. If there is problem with a vehicle that you have purchased you should consult an experienced adviser or your local Citizens Advice Bureau who can give you advice about your rights under the current law.
Updated 21.07.05
|
| |
|
|
|
|
|
|
