Companies blaming customers for failures
Almost half of consumers who approach companies with complaints are told the issue is their own fault, according to new research from call answering service alldayPA.
It found that 47% of people have been blamed when trying to make "legitimate" complaints, while a massive 76% have been faced with operators who refuse to apologise when something goes wrong.
The survey of 1,000 consumers also revealed that holiday companies are worst at dealing with customer complaints, with 31% of respondents saying they had experienced operators refusing to apologise, accept responsibility or help with problems.
Other businesses for which it would seem the customer is rarely right include utility providers, with which more than a quarter of respondents reported experiencing problems, banks and delivery companies.
Sue Ratcliffe at alldayPA said: "Understandably companies don't want to accept blame for something that isn't their fault, but it's important to strike the right balance so that customers feel that you are listening and doing your best to help them."
The research also showed that while the telephone is the preferred method of making a complaint, it may not always be the best option.
While 70% of people use the phone to complain, 68% have dealt with "rude and unhelpful" operators while more than half have been frustrated by automated call menus.
"With many companies using websites and automated call menus to deal with many customer interactions, it seems the art of listening to complaints may be under threat," Ratcliffe said.
How to complain in five easy steps...
1. Know your rights
As a consumer, you are protected by a raft of legislation that requires companies to treat you fairly.
When buying goods, for example, they must be as described and fit for purpose, as well as of satisfactory quality.
So it's worth getting to grips with your legal rights before making a complaint.
2. Don't delay
If you are unhappy with the goods or services you have received, you will have a better chance of success if you complain sooner rather than later.
You may, for example, be able to take advantage of a 14-day cooling off period to claim your money back.
3. Stay calm
It might be tempting to let off some steam by shouting at the customer services team when a company lets you down.
However, it is rarely the person on the other end of the line's fault that you have had a problem, and you are more likely to get the result you want if you stay calm.
4. Do it in writing
Most people complain in person or by phone in the first instance. However, if this approach fails, writing a letter or an email can prove more effective.
You should include any statutory rights that you believe have been broken, as well as an explanation of what went wrong and what you would like to receive (compensation, a refund etc).
5. Take things further
If the company you are dealing with refuses to resolve your issue, you may be able to escalate your case to the relevant Ombudsman.
If your complaint is to a bank, for example, you can approach the Financial Services Ombudsman once you have given the bank eight weeks to respond to your complaint.
Turning to social media sites such as Twitter can also prove effective when traditional methods fail
Related articles...
Social media complaints net Brits £46 million
The Fixer: home energy complaint
Tesco's hilarious response to customer garlic complaint
