How to complain
Complaining is about resolving your problems – and improving the services you receive as a result. When done correctly, making a complaint should be a simple and quick process. When done incorrectly, or if the company you are complaining about doesn’t have adequate complaints procedures in place, it can be a painful and frustrating experience that feels very unfair. Read on for Resolver's top tips!
If you have a problem and aren’t sure how to proceed, then remember our top tips! These principles are the same for any type of complaint. Complaining can be a test of your strength and tenacity!
Just because you have good manners, it doesn’t mean that you should be a doormat when it comes to raising and resolving an issue! The trick to considerate complaining is to keep your cool – stay courteous yet firm. If you are like us sometimes you can’t be bothered to complain, sometimes it is too hard work or you don’t want the confrontation.
There are a number of factors that affect what you can expect. Only about 15% of consumers are after compensation, but it's important to remember that having an issue or complaint does not mean you will automatically get compensation. It depends on the business, the service you have taken, the time and effort taken and the severity of the issue.
Where can I find help?
Resolver is designed to support you, but not to take control of your issue. We will provide as much information as possible to guide you through making your complaint. Check out our rights guides for more information!
How to make a complaint about Resolver
We know that things don't always go to plan. Sometimes we will make mistakes or maybe do something that leaves you feeling dissatisfied with our service.
If this happens, we would like you to tell us - so we can find out what went wrong, sort it out for you and stop it from happening again.
You can complain to us by sending us an email, to firstname.lastname@example.org, or by using the Resolver website.
Then what happens?
Resolver is a free consumer service. However, we are currently authorised by the Financial Conduct Authority (FCA) and regulated as a claims management service. This means that we have to follow specific complaint handling rules if you have used Resolver to raise a claim about:
- financial products and services
- housing disrepair (for example, when you’ve used Resolver to complain about a repairs issue to your landlord)
- personal injury (for example, when you’ve used Resolver to complain about falling ill, or slips and falls whilst on holiday or in a shop or restaurant).
We'll always try to resolve the problem as quickly as possible and will confirm this in writing to you within 3 business days of contacting us. But if we can't resolve the issue that quickly, we will investigate further.
We aim to answer all complaints about any of our regulated activities within 8 weeks. Although we will do all we can to resolve your complaint much faster than this, if we are unable to achieve this within 8 weeks, we'll contact you with an update.
If your complaint is not about any of our regulated activities, we will provide a response within 4 weeks. We will aim to resolve any concerns much earlier but we'll contact you with an update if we do need longer and cannot respond within 4 weeks.
Taking your complaint further
If you had complained about a regulated activity and you’re not satisfied with our final response, you can refer it to the Claims Management Ombudsman. You may be able to refer your complaint to them before you receive our final response and we will let you know if this applies to you. You have six months from the date of our final response to refer your complaint to them.
How to get in touch with the Ombudsman
Call 0800 0 234 567 (free if you're calling from a fixed landline) or 0300 123 9123 (free if you're calling from a mobile-phone which you pay a monthly charge for calls to numbers starting 01 or 02).
Or send an email to email@example.com or visit their website.
You can write to them at:
Claims Management Ombudsman, Exchange Tower, London E14 9SR.
Note: You have 6 months from the date of our final decision to approach the Claims Management Ombudsman.