Because you need this work doing, you go ahead and hire these builders. And then they don’t deliver the standard of work that they promised. Perhaps the job isn’t structurally stable. Maybe the craft is poor, and the overall quality is low. Whatever the problem, you need to be able to complain. As a customer who paid for a service, you have every right to raise a grievance if you’re not happy. But how do you do that?
You have a couple of different options available to you depending on the nature of the builders that you’ve hired. If they are self-employed and run their own business, then you need to complain differently then if they were part of a building firm or employed by the local authority. Let’s take a look at the different options you have, starting with the obvious one. Getting in touch with people. Now, bigger businesses will have an internal complaints policy. However, if you can find a contact number, that would be your best bet to speak to a representative and get your solution quicker.
If you don’t know how to complain, though, you may find that you’re in for a difficult time. Customer service representatives are often well trained and excel in confusing and placating the average dissatisfied client. So, what we are going to do is take a look at some general tips and tricks for successful complaining, to help you raise a grievance more effectively.
Complaining Tips and Tricks
Alright, welcome to complaining 101. If you’re not happy with the level of work carried out, or you paid competitive prices for a job that just wasn’t up to par, here’s what you can do to file a complaint effectively.
First of all, gather together as much evidence as you can which supports your claim. And effective grievance is one which is grounded in evidence. Photographic testimonial can be a compelling way to show that the work carried out was below the acceptable standard. The average length of a complaint is often more than one phone call in modern society too. So to counteract this, we recommend making a log of the people you speak to, as well as the date the conversation took place and a summary of what was said by both parties. This will help you to not only avoid being misled or tricked but also to familiarise yourself with each new development upon revisiting your grievance.
When resolving an issue with anybody, we cannot emphasise enough the importance of manners and professionalism. Regardless of your personal feelings at the time, treating everyone you interact with respectfully will help you to find the ideal solution quite quickly. You see, the average customer service representative has two sets of options available to them. You’ve got the solutions that they can authorise, and then you’ve got the stations they’re inclined to authorise. It all depends on the way you interact with them, and how nice you are about things. After all, it’s not their fault that this has happened, especially if they’re just a member of the customer service team. So it does work out well for you to be polite and respectful, as well as know when to compromise and when you’re being offered the best solution you can get.
So How Do I Complain?
As you know, complaining can be a difficult task for people who aren’t used to it and don’t know what to do. But we’re going to talk a little bit about how you can complain, and what steps you have to take to make sure that your complaint is successful.
If you’re someone who is dealing with a smaller business, then the obvious solution is to contact the builder directly and ask to speak to them about the project that they recently completed for you. Outline that you’re not happy and why, calmly suggest some solutions to the problem, and arrange a day for them to come to you and look for themselves.
If you’re dealing with a large company, or builders contracted by the local authority, you’re going to find that you’ll be speaking to a customer service representative. Once again, you should explain what you’re not happy with, and have details ready like an order number or photos of poor workmanship to present to them when they provide you with an email to send this information. No matter who you find yourself dealing with, it’s so important to be polite and respectful from the beginning, and to actively work to find a solution, instead of just pointlessly complaining about something you’re not happy with.
Can I Take a Complaint Further?
Complaint escalation is a widespread occurrence in the world of formal protest against poor artistry. One of the most critical elements of a complaint is that you have the right to request the involvement of a more authoritative figure, for example, a team manager.
These are people who have more power when it comes to authorising solutions and helping you to sort out your problem. However, their very presence implies that the representative you’ve dealt with has done all that they can. Therefore, you should only involve a more experienced member of the team if you feel that you’re not being taken seriously or all your needs aren’t being met.
If you are looking to get your money back and find you’ve reached an impasse with the company themselves, it may be worth investigating third-party interference. Services like financial ombudsman and dispute resolution companies are a strategic investment if you feel that you liked the necessary skills and resources to commit to financial reimbursement.
Concluding Your Options
It should now be evident that when it comes to conflict resolution and complaint settling, you do have a few options available to you. It is important to remember that the majority of issues can be resolved, and in a relatively quick time, simply by working with the other party to find the best result for you. You should remember that under the Consumer Rights Act of 2015, you are legally entitled to due care and consideration when it comes to having goods and services provided to you.
Something which we find to be a fairly common occurrence is the customer service team are often happy to resolve the problem for you, so long as you maintain a professional facade throughout, and work with them, not against them. Think of your average customer service rep as being the highest-ranking member of the company. If you treat them with the same respect you would afford them in that instance, they will be more inclined to authorise the solution you want.
You should also remember that you do have options when it comes to taking a complaint further, and escalation is a last resort reserved for those situations where you aren’t getting the level of service that you need.