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1/ Before you pick up the phone or put pen to paper think carefully about what you aim to achieve by complaining. If you require financial compensation - decide how much? What would you settle for? Or are you just letting off steam? Know your consumer rights by, for example, using the organisations listed on our Consumer Protection Links page or your local library or buy a book such as The Rights of the Consumer. 2/ Try not to lose your temper. If you are rude or offensive, you should not be surprised if you are treated similarly. Remember that you are dealing with fellow humans who are far more likely to want to help someone who is polite but firm. Use charm backed up by steely determination. Sometimes however you will need a display of anger to drive home a point and shake people out of their lethargy. But you should always be in control of the anger (like an actor), if you lose your temper as well you are certain to lose the plot. 3/ Always insist on being given the name and title of each person you speak to in the organisation you are complaining about. Keep a written record of what they said and when they said it. Letting them know you are doing this will improve the chances of them keeping their promises - and you will be able to chase things up if they fail to do so. Also, in passing, ask them the name of their MD. 4/ Do not be surprised if your phone calls are transferred between departments or left on hold for a reasonable period. Try to avoid saying "you are the eighth person I have been passed to" - because you will probably be transferred again. Make sure that eventually you get to a person who actually has the power to make decisions. 5/ If your letters or calls are ignored write to the Chairman or Managing Director in person (phone the Company switchboard to find out his name) asking for an explanation. Mark the envelope "Private and Confidential". Send copies of earlier correspondence and names of staff and details of your conversations. Retain original documents. 6/ If you have strings - pull them! Do you know anyone who works for the organisation that has let you down? Or do you know someone who is in a responsible position i.e. Senior management? Even mentioning our web site will show them that you are being serious. Probe to find out where they are open to negotiation. See our Negotiation page for negotiating advice. 7/ Do not necessarily take "Yes" for an answer. Their first offer of compensation may not be the highest you can obtain - even if it is described as "final". Once they make an offer you are in the driving seat. Health Advice. We suggest that you do not allow any grievance to take over your life. Regularly review the amount of stress it is causing you - after all in the long-term your health is far more important than any amount of compensation. Holiday Complaints (additional tips). See also our airline complaints page a/ Act fast by complaining on the spot as the problem arises. Some holiday reps are hopeless and some holiday management don't want to know about package tourists, but you will weaken your case if you do not complain vociferously on the spot, even if you do not have much confidence in anything being done. Whilst you are away you may wish to telephone the travel agent or tour operator back home to get things moving. Gather evidence both photographic and by obtaining the witness of other guests (in writing). If you leave the complaint to when you get back home your case will be much weaker. b/ When you do get home put your complaint in writing to your travel agent and tour operator - whoever your contract is with. Focus on your main complaint, do not try to dramatise it with also quoting other minor irritations. Some holiday complaints departments seem to have an agenda of wearing you down by taking ages to reply and then not addressing your grievances properly. Persevere by sticking to your main point using succinct, clear and determined correspondence, coupled with the evidence. State where you think the Company is in breach of contract and the compensation you are seeking. Sometimes their first offer is some silly 10% off your next holiday in the form of vouchers, when the last thing you want is ever to go on holiday with them again. Take heart if they make you an offer because they are beginning to admit liability - almost an invitation to push them even more. c/ If nothing else works you can go to an arbitration scheme such as the one offered by ABTA www.abta.com 0207 6372444 or take your case to the small-claims court. Get information from your local court or www.moneyclaim.gov.uk 0845 6015935. A Holiday Which investigation has revealed that you are more likely to win by using the small-claims court. Buying from EUROPE GOOD LUCK SORRY but we cannot supply advice on individual problems
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