Making a Complaint
So naturally, one of the first things that you can do is to make a complaint directly to the person or company which you’re not satisfied with. We’ll be covering each option one at a time because the procedure for such an action can vary depending on who you’re dealing with.
When dealing with a handyman or someone who’s not part of a company, you’re just going to want to give them a ring. That’s pretty much all you can do, short of going to see them. No matter how you approach them, you should follow the standard rules of complaining etiquette, which we will be covering in detail shortly. Make sure that you’re working with them, not against them because freelancers and independent traders can be exceptionally difficult if they feel it’s justified.
When you’re dealing with a company, the rules are typically slightly different. You need to get in contact with them to try and outline what the issue is, but to do this, you may have to follow their rules. Every company has its unique idea of what makes up a complaint, and there’s often internal policies and procedures which you will be directed to go through, whether it’s filling out a form or emailing the company. However, if you can find a contact form which has a phone number on it, that can often be your best bet for communicating with someone quickly and efficiently.
Tips for Effective Complaints
Do you know how to complain effectively? It’s okay if you don’t – we’ve seen that a lot of people aren’t sure how to complain. That’s not an issue, because we can show you. When making a complaint anywhere, you have to keep certain things in mind. There are rules for valid claims. If you don’t follow them, you can’t expect to get a speedy resolution. Naturally, you’re going to want to sort things calmly and rationally. That’s where we come in. We’re ready to help you figure out how to complain. So let’s take a look at some of what you’re going to want to do.
First of all, you’re going to want to collect evidence. Any photos which validate your claim are going to be very helpful. For example, if you have skirting boards which are of poor quality, take pictures of them. Highlight the areas where this is the case. It’s how you prove that something isn’t right. Most companies will accept you more when you have proof, and a handyman can’t argue if they find that the work isn’t up to scratch.
When you’re complaining, it is essential to be polite. Manners cost nothing. But they can make all the difference. You should try and be courteous and respectful no matter who you deal with during your complaint. It doesn’t matter who you come into contact with when you complain. Everyone has the right to be treated nicely. Besides, it’s in your interest to resolve things with manners. You want the problem sorted. Well, this can’t happen if you’re rude to people. You won’t get the resolution you want or need, so you have to try and be polite.
Another thing that you can do to make sure that that you speak to someone with a solution at the ready. What people don’t like is when customers complain basically for the sake of doing so – they don’t have an idea of what they want fixing or changing, which makes it that much harder to find a solution. If you arrive with a solution to your problem in mind, then you’re going to have a much easier time of things, and you’ll have better luck resolving everything.
Finally, it’s essential to understand the importance of compromise. You should know when the other party is not willing to give you any more ground, and that’s when you need to compromise with them. You should also make a note of who you spoke to, when you spoke with them and what was said so that longer issues which take more time to resolve at least have a record of everything.
Who’s At Fault?
The thing about floor fitting is that it’s not like other complaints. In a lot of cases, it’s clear who’s at fault for the problem and who needs to take the acceptable steps to correct it.
However, the problem that you’ll find you face with floor fitting is that it’s not always as clear cut. A major issue which you will find is that when you want to establish blame, you can’t. What you find is the case when dealing with floor fitting is that there is an element of “you agreed to pay”. What we mean by this is that while there may well be a legitimate problem with the flooring or a part of it that you don’t like, some individuals and organisations will refuse to help you for free because you’ve already agreed that the work is okay and you’ve paid for it.
Whether you’ve actually paid your invoice or not is a massive part of establishing whether the fault can be applied to the other party. There is an assumption that when you agreed to pay, you had inspected the work and come to the conclusion that it was suitable. If you didn’t do this, or You didn’t notice the obvious problems beforehand, you’re going to find that it’s that much harder to get yourself taken seriously when you’re making a complaint.
Something that you’re going to have to do therefore makes sure that you can prove the faults didn’t appear while you were doing your initial inspections, or that they were positioned in such a way you didn’t see them. Otherwise, you’re going to find that you’ll have more problems than you initially thought.
Can You Take a Complaint Further?
One of the most important questions which you’ll probably wind up asking at some point is whether or not you can escalate a complaint and take it further. Naturally, when communication between you and the party that you are trying to complain to breaks down, you’re going to want to try and escalate your complaint in order to get the resolution that you want.
Once again, the steps you will need to take to escalate a complaint depend on who you’re dealing with and the situation at hand. If you’re dealing with a local handyman or independent trader, then your best bet is to take it to the local authority.
They have a responsibility to regulate and maintain all of the trade which goes on in that area, and if there is a business running around ripping people off, they need to know about it so they can take the appropriate steps. If you pass the details along, then they can look into things and potentially get you compensation depending on the situation.
However, if you’re dealing with a company, you need to seek out a different route entirely. What you will find is that a lot of companies have their own policy for escalating complaints and taking them to a higher level.
Typically you’ll find yourself speaking to a manager or a team leader, and this is someone who has more power to grant you a request or distribute compensation depending on what’s happened.
Obviously, you stand a better chance of getting your query resolved if you take it to a higher power, but at the same time, this isn’t something you should do unless you’re absolutely sure that nothing more can be done for you by the ordinary customer service representative.
Typically if they surrender to your request to speak to a manager, they usually at the end of what they can do for you. It’s not necessarily a failing on their part, but instead just what they’re authorised to do within their role.
Exploring The Options
So, as you can see there are quite a few different options to think about when it comes to making a complaint. No one wants to complain. It’s not something anyone is really comfortable doing, but at the same time, it does have to happen sometimes. When you complain, it’s because you want something sorted. And that’s really important to keep in mind.
It gets quite easy to lose your patience when complaining and devolve into basically just hurling abuse at someone to make yourself feel better about the problems you’ve been experiencing.
However, that’s not going to help you when it comes to trying to sort things out. So let’s recap on everything that we’ve gone through. We’ve established that when it comes to making a complaint, need to be absolutely sure that you haven’t already agreed to pay for the work and that you’ve not already said it’s all fine.
Typically you have more luck complaining to a company than with an independent trader, but at the same time, it’s worth raising a query with anybody. You’ve absolutely got to be polite and respectful when you’re dealing with any person because it will help you to get the absolute best in terms of solutions.
Look at it like this. If you are working a customer service job, can you pick up the phone and got a mouthful of abuse from a customer, how inclined to help them would you be? Typically, you’ll find that most customers won’t do this because they’ve worked out that they have a far better chance of getting things sorted if they don’t. So you should follow the crowd, and make sure that you’re being polite and respectful at all times. It’s going to be understandably annoying when something hasn’t gone quite according to plan, which is why it’s important for everyone to come together and work out a solution. Otherwise, you can’t hope to try and fix things in a prompt manner. We see it all the time when people ring up and they’re not polite and they want to get things sorted right now and they don’t care how difficult it is. They never get anywhere. People are interested in manners and respect, they don’t want to be pushed around and abused. No one is happy when it’s all gone wrong, but it’s sometimes a necessary evil to sit down with the person who has wronged you and figure out a way to put it right.