When complaining what can you claim for?
There are a number of factors that affect what to expect after you have raised a complaint.
Only about 15% of consumers pursue 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.
Can I claim for my wasted time?
If your key service providers have made a mistake, you can at least expect them to put it right.
You are justified to claim for your time and call costs this but it will also depend on the companies policy and the severity of the incident. If there is any money that they owe you, you can claim this back along with any interest, which at the moment is likely to be next to nothing. A court would rarely include the cost of your time in any compensation and therefore this is the approach taken by most companies.
Whilst the issue and experience may be frustrating for you, just because you feel you should deserve compensation for the effort to resolve does not mean you will receive the compensation so be reasonable in your approach.
Can you claim for liability from loss of service?
Companies are not liable for any costs you incur from the service not being available. For example, if your cable service is not working and you rent a DVD you could not claim for this. The company will offer service credits for the loss of service but often the service will need to unavailable for a period of time before you can claim.
Most compensation will be limited to the costs of the service that you have not had available. Sometimes this is a joke, so no broadband and you are offered £4 for half a month without it, however, the service providers contracts have been created to reduce their liability and not to compensate you for the poor experience.
A well kept case file will help you with any claim as details of what happened are well documented, allowing anyone looking at the case to understand the issue. The same is true for explaining issue precisely and being clear with what you want. Also think about the language you are using and focus on what happened (preferably without emotion), and what you want to achieve. This is where Resolver comes in, helping provide a complete, well documented case file.
If you cannot resolve then is there an Ombudsman
This is why we have created Resolver to ensure you create good, well documented cases that will help you if you cannot resolve your issue and your case needs to be escalated to the Ombudsman. Resolver knows when you can escalate your case to the Ombudsman, which one and if you cannot resolve your issue will send your case file to the Ombudsman for you for free.
If you have an issue you can raise it for free through Resolver, with over 1,500 companies Resolver is the one place to engage and resolve your issues