Complaining

From a different perspective, I work in complaints for a well known bank and actually enjoy my job. I've had people say how can you do that job, listening to angry, moaning people all day but I get good job satisfaction out of putting things right and enjoy being part of the full feedback/improvements process. I've moved from dealing with complaints myself and now train and coach complaint handlers and am involved in quality, making sure customers are getting fair outcomes without the need to go to FOS etc.

I can't stand serial complainers though and those that make a living out of getting comp, unless they have good reason to complain. It also gives me satisfaction when I see the bank deciding to close their accounts for abusing the system.

Feedback is so important to a company and if you are being provided with poor service then it is the best way to let them know where they need to make improvements. Although one thing I have never done myself is raise a complaint!

Yes, but I don't waste my time on complaining where it is clear I am being fobbed off. I just issue proceedings through Money Claims on Line - very quick and easy to do and has never failed so far. Once there are legal proceedings, companies and individuals tend to take matters much more seriously and your complaint will come in front of a decision maker, rather than a customer services representative with no authority to rectify the problem.

I don't complain often, but I'm quite good at it when I do.

I've taken on Barclays (for ruining a mortgage application and for irresponsible lending); I've taken on HMRC (had to get help from my local MP for that); various car sales people (via small claims) and the Council over a binbag issue (when wrongly accused of putting a bag out in the wrong place).

I think it's right to value and praise good service though. We don't do that enough.

Glad to hear your Council landlord is responsive. My families experience of private landlords is less favourable. Glad to know social housing hasn't been completely disbanded.

I renewed insurance with a big 'extended warranty' company on one of my white goods. The following week the door fell off in my hand and could not be replaced. I spent all of Christmas with the door taped on, trying to use it! The insurance company said it was too much of a coincidence that the door had fallen off just as I'd taken insurance out with them, even though I'd already had the item insured on the shop insurance scheme (same warranty company) for 5 years. It took me months of telephone arguments, where they lied to me, put me back onto the customer helpline, and put the phone down for 15 mins (obv maximum allowed) before they agreed to replace it with an equivalent product. And they did that because I complained at last to the ombudsman. I do think companies expect us to give up eventually and mostly we do. I no longer take out any extended warranty cover.

My motto is - “Never complain, Never explain”.

I do give praise when/where deserved

Now and then I do.

Best result was when I ordered something by phone, for next day delivery, since I was off on holiday soon. I paid quite a bit extra for the service, and was told they needed my phone number (which I dislike dishing out unless absolutely necessary) in case of problems.

Waited in the whole,of the next day for delivery - nothing.

Phoned them to ask why not - Oh, it was unexpectedly out of stock.
So why on earth hadn't they phoned to let me know - after insisting on a phone number? Grrrr! I made it very clear that I wasn't a bit happy.

I got a £20 voucher which I used for a nice Christmas present for a niece's baby.

I pick my battles too, I think we can be too polite saying things are fine when they’re not and expect things to improve. I recently complained to Co Op about a sandwich with hardly any filling and got my money back.

Yes, I complain when things are wrong, my kids tease me mercilessly about it when we go out to eat. However, I will always point out good service too. I think nothing of telling the checkout girl that it was a pleasure to be served by someone who is smiley and friendly. If a meal is served at the right temperature, as described on the menu and tastes lovely, I will happily ask the waitress to compliment the chef.
Recently I had reason to write to the council over the binmen leaving bins in the middle of the drive which makes it very dangerous on our busy road. It is one particular team so I made sure that I also wanted them to thank the other teams who do put the bins back carefully.

I know Gabriella, but it doesn't stop me feeling sad and wishing I could prevent the stupid rules when they help nobody.
I was told by the American consul that it can be even worse for UK citizens trying to go to the States. So what! That didn't please me either.
Some of the cultural organisations date from after the 2nd world war when the UN was starting up and encouraging friendship between nations. What happened there!
servas.org/

The world has changed in the past 50 years Grammaretto as I'm sure you know and rules and regulations change almost yearly due to economics and safety.
At one time in the late 1990s >> the IoM government would only allow workers from the UK mainland (or elsewhere) if government were assured and checked that there was no-one listed as unemployed on the island who could (not would) fill the position.
I know because I worked there.
Of course, it may have been the rule for many years both before I worked there and after I left.
As my dad used to say 'All good things come to an end'.

I do find some of my complaints lose momentum after a while..
It's a struggle to keep some of them going to the bitter end!

Very rarely complain. I just can't be bothered. In fact I am trying to think of a time I have complained and I can't recall any. I guess I am too lazy.

I'm not really so much a complainer as an assertive woman. If something is not right then I point it out, but on the basis that more flies are caught with honey than vinegar I try to aim for a 'win/win' outcome. If diplomacy fails then I do complain, but like others on here, I also dish out praise when someone deserves it.

Many years ago, a firm selling Yorkshire puddings said I'd it's not as good as your own,we'll give you your money back' I wrote to say it's not as good as my own - it's better! I had my money back plus extra vouchers and a letter thanking me, plus a 'well done but don't use it again'. Well worth a stamp!

Green gran, that's how it worked under the last local authority we lived within. Our current council don't seem to be able to think outside the box!

Grannybuy. We originally used to have to collect our bags from various point, then they changed the system. Now, when we get near the end of a roll we simply tie a bag to the bin handle, when it is due to be emptied. The binmen have a supply in the truck, and simply pop a new roll on top of the bin for us. It ‘cuts out the middleman.’

There's a local facebook forum in our town which is full of people whining and complaining.
You rarely read anything positive although the town is as pleasant a place to live as any .
When you suggest that the whingers should take their complaints to someone who could do something, they go quiet!
One Councillor is on the forum and sometimes replies. From potholes to parking fines. Empty shops and dog dirt. Fly tipping and intruders. All the usual!

Last year, I read in our local newspaper that the council (already very cash strapped) were finding that posting free food recycling bags to people was costing them a lot of money. These bags, at that time, could be picked up at local libraries. I thought that surely increasing the pick up points was a very obvious solution. They could be at any number of outlets such as surgeries, community centres, town halls etc. I contacted them with my suggestions, and received a reply, thanking me, and adding that my suggestions would be considered. Very recently, I read in same newspaper that there were to be new pick up points for said bags. It only took about a year! It wasn't rocket science!

Sometimes you simply have to stand up to be counted. My husband is in hospital with and recovering from pneumonia at the moment and the ward he is now in has in many aspects let him down for the last week. On Wednesday I had had enough and wrote a stinging review on the hospital website. Today on returning home received home a response to my email address full of concerns and inviting me to assist with redressing the situation. Seems we are getting there after battle !

Like N&G I expect services and goods to be up to the required standard and I will make sure the relevant people are made aware if they are not.
By the same token I always ensure that I pass on positive comments as well.

I’m a great one for writing letters of complaint, and usually get the response I want. However I do object when friends ask me to complain on their behalf.

Yes I am. And I make no apologies for it.

I expect to receive what I've paid for, the service that was stated or the goods /service/ product to be as described. I don't think that's too much to ask.

Having said that , I am unfailingly polite without being apologetic and I complain 'gently' . I find you get a better response to honey than vinegar. Equally, I know my rights, I do my research before hand so in some circumstances I know more than the person I'm complaining to.

I try never to complain to the 'wrong' person, I want someone who can action my complaint and resolve it.

Equally, I praise where praise is due and I make sure that is escalated up the chain too.

I love reading these success stories!
I rarely complain but when I am truly incensed I can be fierce hysterical
I was extremely angry and ashamed recently when our American Helpx was detained and interrogated by border force at the airport for 7 hours and refused entry although she had enough money to keep herself for several months and a return ticket.
Eventually, after much pleading, she was released for 2 nights in to our care on condition we returned her to the airport to retrieve her passport and to get the flight back to the States.
I called our MP, who called the Home Office. I called the American consul too but to no avail as the rules have been tightened and you have to have a special work visa now and be under 25 - all kinds of expensive obstacles.
I am so dreading Brexit if travelling will be this hard.
She was traumatised by the experience. She was even told she was keeping locals out of a job by volunteering!
I was asked why I don't have local people. The concept of cultural exchange or hospitality seemed an alien concept.
I am still upset and don't know how to remedy this. I have flagged it on the website but we have been hosting people from all over the world for 50 years and never met anything like this.

I give praise where due, as well as complaining. Anyone remember the days when, if you complained about products, you were given a lovely parcel of stuff? For instance, in the earl '60s my sisters found a dead wasp in a chocolate. We returned it to the manufacturers and received a big box of sweets and chocolates. Heaven for us.