Introduction to Consumer Service Complaints
Introduction to Consumer Service Complaints
A consumer service complaint arises when you, as a customer, are unhappy with the way a service has been provided or with the outcome you have received. This could include issues such as poor workmanship, delays, incomplete work, misleading information, or a failure to deliver what was promised. Addressing these concerns is important not only to seek a fair resolution for yourself but also to help improve standards and accountability among service providers.
This guidance is specifically for consumers in the UK who have encountered problems with goods or services they have purchased for personal use. Whether you have hired a tradesperson, booked travel, used professional services, or bought something online or in-store, you have certain rights under UK law. The Consumer Rights Act 2015 is the main legislation that protects you, ensuring that services must be provided with reasonable care and skill, within a reasonable time, and for a reasonable charge if not agreed in advance.
If something goes wrong, it’s your right to raise the issue and seek a solution. Many people feel unsure about how to complain or worry that it will be too complicated or time-consuming. However, there are clear steps you can take to make your complaint more effective and increase your chances of a positive outcome. This page is designed to guide you through the process, from raising your concerns with the service provider to knowing what to do if the problem isn’t resolved. You’ll also learn about the options available for escalating your complaint and where to find further support if needed.
Understanding your rights and the correct procedure can make all the difference. Whether your complaint is about a faulty product, an unsatisfactory service, or a contract dispute, knowing how to present your case and what to expect will help you achieve a fair result. This page will provide practical advice, examples, and clear explanations to help you navigate the complaints process with confidence.
Step 1: Raise Your Complaint with the Service Provider
Before taking your complaint further, it’s important to give the service provider a fair chance to put things right. Start by contacting them directly – either in person, by phone, or in writing – to explain the problem clearly and calmly. Begin by outlining what went wrong, when it happened, and how you would like them to resolve the issue.
Prepare for Your Complaint
Before you get in touch, gather any evidence that supports your case. This could include receipts, contracts, emails, photographs, or any other documents that show what was agreed and what actually happened. Having these details handy will make it easier to explain your situation and help the provider understand your complaint.
Put Your Complaint in Writing
Whenever possible, put your complaint in writing. This creates a clear record of what you’ve said and when you raised the issue, which can be useful if you need to escalate the matter later. If you’re unsure how to structure your complaint, you can find guidance on how to write a complaint letter to ensure your concerns are presented effectively.
What to Include in Your Complaint
Make sure your complaint covers:
A clear description of the problem
Key dates, such as when the service was provided and when things went wrong
Details of any conversations you’ve had about the issue
What outcome you are seeking (for example, a refund, repair, or apology)
Copies (not originals) of supporting documents
How Long Should You Wait for a Response?
Most service providers aim to respond to complaints within 14 days, but this can vary. Some may have their own published complaints procedure with specific timeframes. If you don’t receive a response within the expected period, or if the response is unsatisfactory, you may need to consider your next steps.
For more information about your rights and what to expect from service providers under the Consumer Rights Act 2015, visit Consumer Rights Act 2015. This resource explains your legal protections, what to say to the provider, and how to proceed if the issue is not resolved.
Step 2: What to Do if the Service Provider Doesn’t Resolve the Issue
If the service provider does not respond to your complaint within a reasonable time – usually around 8 weeks – or if their response does not resolve your issue, you have further options to pursue your case.
Keep Records of All Communication
Before taking the next steps, make sure you keep copies of all correspondence with the service provider. This includes emails, letters, notes from phone calls, and any responses you receive. These records will be important if you need to escalate your complaint, as they show what you have already done to try to resolve the issue.
Consider Escalating Your Complaint
Many service industries in the UK have independent bodies or ombudsman schemes that can review complaints when a provider fails to resolve them. Ombudsman services are impartial and free to use. They can investigate your case and, if they find in your favour, may require the provider to put things right – such as issuing a refund, providing compensation, or taking corrective action.
Check whether the service you used is covered by an ombudsman scheme. For example, financial services, energy suppliers, and telecoms companies are all required by law to be part of an approved ombudsman or alternative dispute resolution (ADR) scheme.
Alternative Dispute Resolution (ADR) Schemes
If there is no ombudsman available, or if your complaint falls outside their remit, you may be able to use an ADR scheme. ADR schemes are independent organisations that help consumers and businesses resolve disputes without going to court. This process is usually quicker and more informal than legal action.
Service providers in certain sectors are required by law to inform you about ADR schemes they are a member of. If they do not, you can ask them directly or check their website. To use ADR, you will typically need to show that you have already tried to resolve the issue with the provider.
Next Steps and Further Help
If you are unsure about your rights, or if you need guidance on how to escalate your complaint, there are resources available to support you. For more detailed advice on what to do when your complaint remains unresolved, see our page on getting more help with consumer issues. Here, you’ll find information on additional support services and practical steps to take if you need further assistance.
Step 3: Escalate Your Complaint if Necessary
When your complaint has not been resolved to your satisfaction after following the service provider’s internal process, you may need to escalate the issue. Here’s what you can do next:
Find the Relevant Ombudsman or Regulator
Many industries in the UK have independent ombudsman schemes or regulatory bodies that can review your complaint. Ombudsman services are impartial and free for consumers. They can investigate your case and, if they find in your favour, recommend solutions such as refunds, compensation, or corrective action.
To find out if your service provider is covered by an ombudsman, check the company’s website or ask them directly. For most consumer services, you can visit the Ombudsman Services website. Here, you’ll find guidance on which sectors are covered (such as energy, communications, and property), how to submit your complaint, and what to expect from the process.
If your issue relates to a sector not handled by Ombudsman Services, there may be another independent body or regulator. Always make sure you contact the correct organisation for your type of complaint.
Using Alternative Dispute Resolution (ADR)
Alternative Dispute Resolution (ADR) offers a way to resolve disputes without going to court. ADR schemes are often quicker and less formal than legal action. Common types of ADR include mediation, arbitration, and conciliation.
Many service providers are required by law (such as under the Consumer Rights Act 2015) to inform you about an approved ADR provider when they cannot resolve your complaint. Check whether your provider participates in an ADR scheme and how to start the process. ADR decisions may be binding or non-binding, so make sure you understand the terms before agreeing.
Considering Legal Action
If you have exhausted all other options and your complaint is still unresolved, you might consider taking legal action as a last resort. This could involve making a claim in the small claims court or seeking other remedies through the courts. Legal action can be complex and may involve costs, so it is important to seek independent legal advice before proceeding.
Court action is usually only appropriate if all other routes, like ombudsman schemes or ADR, have failed to resolve your issue. Keep detailed records of all correspondence and evidence related to your complaint, as you may need these if you go to court.
Where to Get More Help
If you need more guidance on escalating a complaint, understanding your rights, or deciding your next steps, you can find further help with consumer complaints. This resource provides comprehensive advice on where to go for support and how to get the best outcome for your situation.
Taking these steps ensures you use all available channels to resolve your complaint fairly and effectively.
Special Considerations for Specific Consumer Services
Special Considerations for Specific Consumer Services
When making a complaint about a service, it’s important to recognise that some types of consumer services have their own dedicated procedures or regulatory bodies. Understanding these special processes can help you address your issue more effectively and often leads to a quicker resolution.
For example, if you have a complaint about travel services, such as a package holiday, flights, or train journeys, there are specific rules and organisations that handle these cases. Under the Package Travel and Linked Travel Arrangements Regulations 2018, holidaymakers have the right to complain directly to the travel organiser if something goes wrong. If your complaint isn’t resolved, you may be able to escalate it to an approved Alternative Dispute Resolution (ADR) body or an ombudsman.
Local council services – such as waste collection, housing, or social care – also have their own complaints procedures. Councils are required by law to have a formal complaints process, and you should follow this before taking your complaint further. If you remain dissatisfied, you can usually escalate your concern to the Local Government and Social Care Ombudsman, which operates independently to review complaints about council services.
It’s also important to be aware of scams and fraudulent services. If you suspect you have been targeted by a scam, the process differs from a standard complaint. In these situations, you should report the matter to Action Fraud, the UK’s national reporting centre for fraud and cybercrime, rather than trying to resolve it with the service provider.
Knowing the correct route for your complaint is crucial. Many sectors – such as energy, financial services, and communications – are regulated and have their own ombudsmen or dispute resolution schemes. Using the right process not only ensures your complaint is handled by the appropriate authority but can also save you time and frustration.
If you’re unsure about the correct procedure for your specific situation, check the terms and conditions of the service or look for information on the service provider’s website. Taking these steps at the outset can make the complaint process smoother and improve your chances of a successful outcome.
Travel and Holiday Services
Travel and Holiday Services
Travel and holiday services are a common source of consumer complaints in the UK, especially when things don’t go as planned. Typical issues include cancelled flights or holidays, significant delays, lost or damaged luggage, and poor quality of accommodation or service. Sometimes, the service provided does not match what was advertised, or promised facilities are unavailable.
If you experience a problem, your first step should always be to raise your concerns directly with the travel company or service provider. Clearly explain what went wrong, include any relevant booking references, and provide copies of receipts or correspondence. Many companies have dedicated complaints procedures – check their website or booking documents for details. It’s best to put your complaint in writing so you have a record.
You may have specific rights to compensation depending on the situation. For example, under the Package Travel and Linked Travel Arrangements Regulations 2018, if a package holiday is cancelled or significantly changed, you are usually entitled to a refund or suitable alternative. For flight delays or cancellations, EU Regulation 261/2004 (still applicable in the UK post-Brexit) may entitle you to compensation, depending on the circumstances and length of delay.
If your complaint is not resolved to your satisfaction, you can escalate the issue. This might involve contacting an alternative dispute resolution (ADR) scheme, such as an ombudsman, or seeking help from a trade association if the company is a member.
For a step-by-step guide on how to handle issues with travel bookings, cancellations, delays, or poor service – and to understand your rights to refunds or compensation – see our detailed page on travel and holiday complaints and compensation. This resource provides practical advice, example complaint letters, and information on what to do if you need to take your case further.
Local Council Services
Local Council Services
If you have a complaint about a local council service – such as rubbish collection, housing, planning, or council tax – it’s important to follow the correct procedure to ensure your concerns are heard and addressed. Most local councils in the UK have a formal complaints process, which you can usually find on their official website or by contacting their customer service team.
How to Raise a Complaint
Start by contacting the council directly. Clearly explain the issue, providing as much detail as possible, including dates, times, and any previous correspondence. Councils are required by law to have a complaints procedure in place and must handle your complaint fairly and promptly. This first stage is often called an ‘informal complaint’ and may resolve straightforward issues quickly.
If you’re not satisfied with the response, you can escalate your complaint by following the council’s formal complaints process. This typically involves submitting your complaint in writing, either online or by post. Be sure to keep a record of all communications and any reference numbers you receive.
Council Tax Complaints
Council tax is a common area of concern for many residents. If your complaint relates to council tax – such as incorrect billing, disputes over liability, or problems with discounts or exemptions – it’s essential to raise the issue with your local council first. Councils must follow strict regulations under the Local Government Finance Act 1992 when handling council tax matters.
For more information on council tax, including who is responsible for paying, how amounts are calculated, and what help is available, visit our council tax guidance page.
Why Follow the Council’s Complaints Procedure?
Following your council’s official complaints procedure is important because:
It gives the council the opportunity to resolve your issue directly.
It creates a formal record of your complaint, which can be useful if you need to escalate the matter.
Many independent bodies, such as the Local Government and Social Care Ombudsman, will only investigate your complaint if you have already completed the council’s complaints process.
If your issue remains unresolved after you have followed all stages of the council’s complaints process, you may be able to take your complaint further. This usually involves contacting the relevant ombudsman or seeking independent advice.
By following these steps, you give yourself the best chance of achieving a fair resolution to your complaint about local council services.
Spotting and Avoiding Scams
Spotting and Avoiding Scams
When making a complaint about a service, it’s important to be aware that scams can sometimes target consumers during the process. Fraudsters may pose as legitimate service providers, ombudsmen, or consumer support organisations to try to steal your personal information or money. Understanding how these scams work and knowing how to protect yourself is crucial.
Common Scams to Watch Out For
Fake Follow-Up Calls or Emails: Scammers may contact you, claiming to be from the company or a complaints body, and ask for sensitive information such as bank details or passwords.
Requests for Upfront Fees: Be wary if you’re asked to pay a fee to have your complaint investigated or resolved. Most reputable organisations do not charge for handling consumer complaints.
Impersonation of Official Bodies: Fraudsters sometimes use logos or email addresses that look legitimate to trick you into believing their communications are genuine.
Unsolicited Offers of Help: If someone contacts you out of the blue offering to resolve your complaint for a fee, this could be a scam.
How to Protect Yourself
Verify Contacts: Always double-check the identity of anyone who contacts you about your complaint. Use official contact details from the company’s website, not those provided in an unexpected email or call.
Don’t Share Sensitive Information: Never give out your bank details, passwords, or other personal information unless you are sure you are dealing with a legitimate organisation.
Watch for Pressure Tactics: Scammers often try to rush you into making decisions. Take your time and don’t be pressured into handing over money or information.
Check for Secure Websites: If you’re asked to submit information online, ensure the website address starts with “https://” and look for signs that it’s an official site.
What to Do If You Suspect a Scam
If you think you’ve been targeted by a scam, stop all contact immediately and do not provide any further information or payments. Report the incident to the relevant authorities, such as Action Fraud or Citizens Advice, and inform your bank if you’ve shared financial details.
For more detailed guidance, read these tips on spotting and avoiding scams so you can protect yourself throughout the complaints process. Staying informed and cautious will help ensure your consumer rights are upheld without falling victim to fraud.
