We’ve all been there. On hold for crazy amounts of time, going backwards and forwards speaking to different people at different times and after all that effort, no progress made whatsoever. The secret to nailing that complaint is having a strategy and sticking to it! Here’s how to do so in 5 easy steps.

Set out your case

Be clear and concise when complaining. State expected outcome in order for your complaint to be resolved and a clear time frame for a response. Provide any evidence to support your claim including dates, times, references, photos and correspondence. Be fair in your complaint, stick to the facts and keep emotion out of it.

Imagine yourself as a barrister and set out your case accordingly. Make sure you communicate the gravity of the incident, be that a lack of caregiving that led to a school accident, or an allergy instruction that wasn’t followed. Be precise, specific, and communicate your next steps.

Complain to the right person

We often feel we are being passed from pillar to post when a complaint is made. However you can save time by establishing whether it’s the pillar or the post you need to talk to. Ranting at the customer service representative may make you feel better at the time but they may not have the authority to be able to resolve the issue. Request details for the company’s official complaints process and ask to speak to a supervisor if necessary. Alternatively the online dispute resolution service Resolver is an excellent way to get your issue dealt with. Just type in the name of the company you have an issue with and if registered with Resolver, you will be pointed in the right direction for a resolution and be speaking to the right person at the right time.

Raise the bar

If you feel like you are banging your head against a brick wall with customer services, ask for your complaint to be referred to someone who is better placed to deal with it. CC in the CEO of the company in question in to any email correspondence to expedite a response. Contact details for many large companies are available from ceoemail.com.

Call in backup

Before initiating a claim in the small claims court, ask if the company is a member of an AlternatIve Dispute Resolution service. If this is the case then the issue could be resolved without court action. ADR refers to ways to reach an agreement with a trader that don’t involve going to court. It could be in the form of mediation whereby an independent third party assists both sides in coming to a mutual acceptable agreement or arbitration whereby an independent third party considers the facts and makes a judgment accordingly.

Show you mean business

Do not be fobbed off. Companies rely on customers falling at the first hurdle with the first ‘no’ so persistence is key. If you are entitled to a refund or redress for poor customer service then stand your ground. The way to win is to play hardball and show you mean business. Your serve needs to be better than theirs to ensure a game, set and match win and if that means taking that company to court, then so be it.