Complain the right way and get the right result

One in three people think complaining isn't worth the effort according to a recent survey, but how you complain can increase your chance of success says government advice service Consumer Direct.

In a survey of 2000 people, Consumer Direct found that one in three thought complaining was often not worth the effort, one in five preferred not to complain when they had problems with goods or services, and one in ten said that they would usually ask someone else to complain on their behalf. Those least likely to complain were young adults between the ages of 16 and 29 years old.

Michele Shambrook, Operations Manager for Consumer Direct said: 'It can be incredibly frustrating when the heels of your brand new shoes come off or the local handyman botches a repair job, but if you stay calm and complain the right way you increase your chance of getting the refund, repair of replacement that you're entitled to.'

In order to help people complain more effectively, Consumer Direct has published advice and sample complaint letters on its website at consumerdirect.gov.uk . Among its top tips are:

Stay calm. You are more likely to get a satisfactory result if you are assertive rather than aggressive.

Be clear about how you want the problem to be resolved.

Act quickly. If there is a fault with a product or a service you should report this to the seller as soon as you can, confirm this in writing and keep a copy for your records. If you need to send any paperwork only send photocopies rather than originals.

Gather together everything you can by way of evidence - this could include photos or video footage.

Try to keep in mind that you may have to go to court to obtain a refund and ask yourself what evidence you would need to put in front of a judge.

Create a complaint diary - use it to list what happened, when it happened and who you spoke to.

This will help to jog your memory when you are discussing your complaint.

If you complain in person, ask to speak to the person in charge who may have the authority to resolve your issue.

If you are not sure about where you stand, check your legal rights before you confront the trader. If in doubt contact Consumer Direct for help.

Consumer Direct has already helped thousands of people save money and obtain refunds, repairs and replacements. According to a recent customer satisfaction survey, 40 per cent of those who successfully resolved their issue after contacting Consumer Direct saved more than £100, with seven per cent saving over £1000.

Consumer Direct has 350 advisors across the UK who provide information on legal rights and advice on how to resolve problems with shops and traders. The service is available Monday to Saturday on 08454 04 05 06 or by visiting consumerdirect.gov.uk