Five steps to complaining

1) Keep a record of all correspondence

Gather together any paperwork, and the names and dates of people you've spoken to. Make sure you keep copies of all this information, so you can refer back to it.

2) Follow the protocol

Complain to the company directly first of all - ideally, through someone you've already been in touch with, or a department that specifically handles complaints. The customer services department will then have eight weeks to respond to your complaint.

3) Stay calm

If you're polite and courteous, there's more chance that your complaint won't be consigned to the scrapheap. Unreasonable behaviour, such as shouting and swearing, can also detract from genuine grievances.

4) Be assertive

Keeping a cool head isn't the same as being overly meek. Don't apologise for the fact you're having to complain, and be firm if the company or a particular employee tries to fob you off with an offer or an apology you're not happy with.

It's also worth regularly contacting the company within the eight-week waiting period to make sure your case is being looked into.

5) Use your contacts

If you're not happy with the company's final response, you can go to the Financial Ombudsman Service and fill out its complaint form. You have six months to do this.

Alternatively, get in touch with us at and we will try our best to help you out.

Your Comments

I bought a pair shoes which were advertised as being reduced from £60 to £30 I was in the wrong not checking but they looked and felt like leather so I presumed at a cost of £60 they would be leather, it was only when I got them home and checked again that the label on the shoes showed they were only leather lined not leather outer. I would never have bought synthetic shoes for £30 never mind £60 so I took them straight back to the shop Moda in Pelle I was advised that as they were in the sale I was not entitled to a refund but could exchange for anything else in the shop, as I browsed I noted 90% of the shoes were synthetic so was not happy to exchange, the shop manager gave me a credit note but I have been back twice since and cannot find any leather shoes to exchange my credit note for. Do you think I should be allowed a refund or is it my fault for not checking the shoes where leather in the first place?

Thank you
Lisa B

I bought a pair of Oakley sunglasses in the middle of may from discounted at 10% of the original price bought in the shops. I thought it was too good to be true. After a long wait I finally got them. Had them for 5 weeks and both the arms on the glasses broke off. I contacted the company and they said they will send me another pair if I pay $15 postage, but when I go onto their site it tells me we are not sending to your area. after numerous backwards and forwards of chasing them to answer the problem, they refuse to sort it out? I have now come to the end of my tether as I beleive this company is a scam selling fake brand sun glasses, and fob you off when you complain. Do you think I can now approach the consumer council ? Or should I carry on chasing them for a refund or replacement?

thank you