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How to complain

Complaining is about making services better and resolving your problems. when done correctly it should be 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 painful, frustrating and can feel very unfair. Read our top tips on how to complain below.

Top tips on complaining

If you have a problem and aren’t sure how to proceed then remember our top tips on how to complain. These principles are the same for any type of complaint. Complaining can be a test of your strength and tenacity but remember, in the words of Buzz Lightyear, never give up, never surrender!

Complaining etiquette

Just because you have good manners doesn’t mean that you should be a doormat when it comes to raising and resolving an issue. The art of considerate complaining is 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.

Letter templates

Resolver has a number of templates within the system that you can use to help create and communicate your complaint at all stages as that what we do, help you handle your issue. However, we do not deal with everything and so thought it would be helpful to give you access to templates for other situations

What to expect

There are a number of factors that affect what you can expect. Only about 15% of consumers are after compensation and just because you have 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.

Who can help

Resolver is designed to support but not to take control of your issue. The information we provide you on your rights is also there to help but we recognise this is only a source of information. 

Who do you have an issue with?

How does resolver work?

Bespoke consumer guides

You'll find no legal jargon in our simple, comprehensive consumer rights sections. Our guidance is tailored specifically for every type of issue.

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Simple, flexible templates

We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.

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All complaint correspondence recorded

One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – resolver does this for you automatically.

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What’s a case file?

Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with resolver.

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What are your next steps?

If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.

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