They may advise on the relevant independent ombudsman or adjudicator qualified to take up the case.Īn ombudsman is an official, usually on government or parliament appointment, who is responsible for representing the interests of the public by investigating complaints on their behalf. Outside HelpIf persistent communication with the responsible organisation proves fruitless then the next stage is to contact the appropriate authority or overseer, who should be able to give guidance on how to further the complaint. Criticisms of such services are common and include irritations with waiting times, their impersonal and standardised systems, and the small likelihood of anything being resolved with one simple communication exchange.Ĭustomer service communication is usually a less frustrating exercise via email than on the telephone, because it provides the opportunity for clearly defining the problem in text. Nevertheless, this can often prove to be a frustrating and time-consuming method. The members of such teams are usually trained and experienced in dealing with complaints. With larger companies, complaints of all levels are usually now directed to a designated customer service department. Many good organisations also employ a special complaints procedure, which can often provide the most effective means of resolution. There is no need to send a formal complaint letter to the national head office national if the problem can be resolved by taking an item back to the shop or by speaking to the person at the hotel reception.Ĭustomer Service DepartmentsIf the case requires a greater degree of authority or specialist attention then the next port of call should be the appropriate senior management or customer service department. However well defined or well supported a case might be, if it misses its target then it risks failing altogether.įirst Port of CallThe first steps in attempting to resolve a complaint should be made directly with the parties involved. One of the keys to successful complaining is knowing the right person to complain to.
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