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Iceni Magazine | February 22, 2019

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Complaints And Compensation – 3 Top Tips

Complaints And Compensation - 3 Top Tips

It’s often said British people like to complain amongst themselves, but aren’t as assertive when it comes to taking gripes further and seeking some sort of official recompense or resolution.

And if this observation rings true, part of the problem might be that complaints processes are sometimes surprisingly complex – you could be forgiven for believing they’re deliberately designed to make people back off before they achieve satisfaction.

However, with some sage advice, it’s possible to complain effectively and even receive compensation, without tearing your hair out in the process. Here are three top tips.

  1. Resolver

If you’ve got a consumer complaint and don’t know how to get the ball rolling, one of the simplest ways to take action is by using Resolver.

Dedicated to achieving excellent outcomes for people who have parted with hard-earned cash to be left feeling let down, this free tool is backed by Martin Lewis of MoneySavingExpert.com. It guides you through each stage of a complaints process, connecting you with regulators and ombudsmen if results from the first internal stage aren’t satisfactory.

It’s not a claims management service, doesn’t claim a slice of any compensation awarded and is easy to use — simply enter the name of the company you’re complaining about in their online form to get started.

If you’re fed up with being fobbed off by companies when you complain, Resolver takes some of the strain from your shoulders.

  1. Escalations

At the very start of a complaints process with a private company or public sector organisation, the representative handling your case should make it clear that, should you be dissatisfied with the final resolution, you can take your issue to a specified higher authority for a second opinion.

For instance, north of the border, the Scottish Public Services Ombudsman is the final stage for complaints about the NHS, local councils, universities, prisons and the Scottish Government itself.

And if you’ve got a complaint about councils and adult social care providers like care homes and home care providers in England, the Local Government and Social Care Ombudsman is your final port of call.

But one of the most effective means of escalating a complaint is sending a well-written letter to your MP seeking support – sending a WriteToThem message to your representative only takes a few minutes.

  1. Legal action

If the gravity of your complaint merits it, getting a lawyer to send a pre-emptive letter indicating that you’re considering taking formal action might be enough to secure a reasonable settlement.

Retaining a lawyer is expensive, but for serious complaints where the result of an organisation’s lack of care or poor standards have damaged your health or livelihood, it might be the only way to fight your corner.

But remember that some lawyers are better than others, so seek a recommendation from an organisation like The Law Society.

And if your lawyer lets you down, experts like Switalskis Solicitors can advise on pursuing professional negligence claims.

Follow these three top tips and you’ll soon be a complainant to be reckoned with.


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