The Competition and Consumer Protection Commission (CCPC) has a number of steps to help you make a successful complaint:
1) What’s your complaint?
There are a number of reasons you might make a complaint. Did you buy a product that is faulty or didn’t fit the description given? Did you pay for a service that did not meet the terms of the contract? When it comes to consumer purchases you have the right to have your issue resolved. However, there are times when consumer rights don’t apply. For instance, if a fault happened because you did not use the item correctly, or if you bought it from another individual (for example on an adverts or auction website).
2) Be confident about your rights and act quickly
Stand up for your rights - be calm, assertive and confident about your rights. Make your complaint to the retailer or trader as soon as possible. Be reasonable and stick to the facts. Keep notes and documentation such as a receipt to support your complaint. Tell the business how you would like them to resolve your issue. For example, make it clear that you are looking for a replacement, a repair, a refund or completion of an unfinished service. If the shop asks for proof of purchase, this doesn’t have to be the receipt. You can show a bank or a credit card statement if you paid by card. The sooner you act the greater your chance of getting the outcome you want. Watch out for time limits on certain types of complaints. For example, if you are complaining about a package holiday, you will need to complain within 28 days of returning from your holiday.
3) Know who to complain to
Your complaint should be made directly to the retailer or trader you purchased from. Don’t be fobbed off if they tell you it is a problem for the manufacturer. Your transaction is with that business that sold you the product or service so it is up to them to put right any problems. Ask to speak to the manager or contact someone who has the authority to deal with your complaint. Check if the business has a customer care department. Many businesses will have their own proper internal complaints procedures, and complaints are often resolved using these.
4) Make a formal complaint
If you complain face-to-face or over the phone you may get a quick solution to your problem. If you don’t, keep track of conversations you had, including dates, names and what was discussed. If your problem continues and you’re getting nowhere make a formal complaint in writing, either by email or letter. Check out the sample complaint letter on the CCPC consumer website, for help on what to include in your letter.
5) Making a complaint through social media
You may wish to contact with the business through a public forum such as Facebook or Twitter. If you choose to complain through social media spend a few minutes taking a look at other consumers' experiences when making a complaint to the business in this way. Avoid sharing any personal details on these public platforms. Depending on the complaint, however, you may need to provide these details for your issue to be addressed.
6) Progress the complaint further
If you are not happy with the response you get, you may want to take your complaint further. If you paid for the goods by credit or debit card, check with your card provider to see if they can reverse the transaction. This is called a chargeback. If your complaint involves an amount up to €2,000, you may be able to use the Small Claims process. The Small Claims process can be used to resolve certain types of disputes without having to use a solicitor. There is a fee of €25 for this service. For amounts greater than €2,000, or for personal injury and certain other claims, you may need to contact a solicitor.
Some services are covered by ombudsmen or regulators, such as the Financial Services Ombudsman, ComReg, or the Taxi Regulator. Generally, you can't use an ombudsman until you've gone through the complaints procedure for that sector.
Visit the CCPC consumer website for more information on how to complain.
