How To Complain Effectively

Most companies will try to resolve your complaint about their product or service provided your request is reasonable. Many provide a toll-free telephone number or area on their web site so you can let them know about your dissatisfaction.

If you do not know the company's contact information, you will want to research them through the federal government's Consumer Action Handbook. Before contacting the company, complete this simple exercise:

I purchased ___________________________________

I am dissatisfied because ________________________

I have attempted to solve this by ___________________

My acceptable resolution is_______________________

Don't call or otherwise contact the organization until you can easily fill in these blanks!

STEP ONE: Start an event log. Your four answers to the above exercise should be the first entry. From now on, every contact you make will be recorded as a separate log entry. Be sure to note the date and time you contact the company, and above all, record the name of the company's representative.

STEP TWO: Contact Customer Service. This should be your second log entry. The date, time, contact method and representative's name should all be captured in the log. Remember to keep your cool and be polite. Shouting or threatening will not work. If the representative is unwilling to provide your acceptable resolution or a different resolution that is acceptable, there is a magic question to ask while staying polite and non-threatening

Are you empowered to resolve this matter as I asked or is a supervisor's approval necessary?

A representative often wants to resolve the situation, but is required to adhere to a company's policy or procedures. Provided you remain calm and polite, there is no harm in asking this question. The representative may actually be relieved!

STEP THREE: Continue working your way up through the ranks of the company, noting each new contact and the items discussed. You will eventually reach someone who replies affirmatively when asked THE MAGIC QUESTION. If your acceptable resolution is still not granted, you will have to escalate the matter.

STEP FOUR: If you do not already have a copy of the Consumer Action Handbook, obtain one now, and try to find a listing in the corporate section. Contact that person, explain where you find their name (demonstrating that you are a smart consumer) and repeat your four-step exercise to them. If questioned, be sure to share details of your previous contact, but the new contact, who is often an executive, may not need them. That does not mean you should skip steps one through three. Indeed, if you have not demonstrated your willingness to work within the system, many companies will consider you a "squeaky wheel" -- one who may not get oiled.

STEP FIVE: If the proposed resolution or organization response is still unacceptable, a variety of organizations who can help you. Start with your local consumer regulatory office as listed in the Handbook. If there is no local office, go to the state level. Many offices will counsel you by telephone and let you know whether you should proceed with a complaint. Others will attempt to mediate for you.

Contact the local chapter of the Better Business Bureau. The BBB cannot force a company to take action since it is not a government agency, but a copy of your complaint will be forwarded to the company for response. You can even file a complaint with the BBB online. Be aware that this process can take several weeks and the company may not respond if they are not a member of the Better Business Bureau. By this point, you should have a resolved situation or an extensive paper trail. All phone calls should be documented and you should make copies of any correspondence between you and the company.

The legal system may be your next best bet. If the amount lost or damages done are sufficient to cover the costs, consider contacting an attorney. Remember to consider the true amount of damages. Legal proceedings, even if they never make it to court, are expensive, time-consuming and unpleasant. If you need an attorney, the National Association of Consumer Advocates is a trade association made up of consumer advocacy lawyers from every state. Your state may also allow you to file a complaint yourself in small claims court. These should both be considered options of the last resort.

Don't Forget The Two Key Rules:
1. Always present in a calm and non-threatening manner.
2. Document everything.