Making a Complaint (and Template)

Identify the Issue

Before making a complaint, take some time to identify the specific issue. It’s important to be clear about what happened and what went wrong so that you can communicate your concerns effectively.

• Ask yourself: What specifically upset you? Was it the service, the treatment you received, the staff’s behaviour, or something else?

• Write it down: To help clarify your thoughts, write down the issue or make a list of points. This can make it easier to articulate when you need to explain it.

Know Your Rights

Understanding your rights will help you feel more confident in making a complaint. You have the right to voice concerns if you’ve experienced poor service, discrimination, or mistreatment.

• Review the service provider’s complaint policy: Many services have a process for handling complaints. You can usually find this information on their website or by asking directly.

• Know what to expect: Check how the provider handles complaints. Is there a formal process? Will they investigate? Do you need to provide any specific information?

Prepare for the Complaint

Prepare in advance so that you can approach the situation confidently. Here are some things you can do to get ready:

• Gather supporting information: Collect any relevant documents, receipts, emails, or screenshots that support your complaint. These might include:

  • Date and time of the incident.

  • Names of people involved.

  • Any communication you've had with the service.

• Write down your desired outcome: Think about what you want to happen as a result of your complaint. Do you want an apology, a refund, or an improvement in service? Being clear about what you want will help you communicate your complaint effectively.

Decide How to Make the Complaint

You can usually complain in different ways. Choose the method that feels most comfortable for you:

Option 1: In Writing (Email or Letter)

• Benefits: Writing your complaint down can help you stay organised and communicate your points clearly.

• How to do it:

1. Start with a greeting: Address the recipient politely, using their name if you know it.

2. Explain the issue: Briefly describe what happened, including the date, time, and location (if relevant). Stick to the facts and avoid becoming too emotional, as this can make your complaint clearer and easier to understand.

3. State the impact: Explain how the issue affected you. For example, you can say, "This situation caused me a lot of anxiety and stress."

4. Describe what you want: Be specific about how you would like the issue to be resolved. For example, "I would like a refund" or "I would appreciate an apology."

5. Conclude politely: End with a thank you and your contact information.

Option 2: By Phone

• Benefits: Speaking on the phone can feel more immediate and personal.

• How to do it:

1. Prepare ahead: Write down the key points you want to discuss, so you have them in front of you.

2. Make the call: If you feel nervous, take a deep breath before dialing. Start by introducing yourself and stating that you would like to make a complaint.

3. Explain the issue clearly: Stay calm and focused on the facts. Try to stick to the main points and avoid getting sidetracked.

4. Ask for next steps: After explaining the issue, ask what they will do to resolve the complaint or what steps you need to take.

Option 3: In Person

• Benefits: If you feel comfortable, speaking face-to-face can give you the chance to explain yourself fully.

• How to do it:

1. Choose a quiet time: Visit the office or service provider when it’s less busy, so you can have more time to talk.

2. Stay calm and clear: Politely explain your complaint, referring to your prepared points. You might want to bring a written list to stay focused.

3. Request a solution: Be clear about how you would like the issue to be resolved.

Follow Up if Necessary

After making your complaint, you may need to follow up if you don’t hear back or if the issue isn’t resolved to your satisfaction.

• Be patient: It might take some time for the service provider to process your complaint. Give them a few days or weeks, depending on their policy. When submitting a complaint, you will usually be given a time-frame to expect a response.

• Follow up: If you haven’t received a response, follow up politely. You can do this by sending another email, making another call, or visiting them in person.

Escalate the Complaint (If Needed)

If your complaint isn’t resolved to your satisfaction, you have the right to escalate it. This may involve:

• Requesting to speak to a manager or supervisor: If the person you spoke to wasn’t helpful, ask to speak to someone higher up in the organisation.

• Contacting an ombudsman or external body: Many industries have an ombudsman (a third-party organisation) that can help resolve complaints. This step is typically for more serious issues or if the service provider hasn’t responded appropriately.

Take Care of Yourself

Making a complaint can be stressful. It’s important to look after yourself during the process:

• Take breaks: If you feel overwhelmed, step away and give yourself time to calm down.

• Get support: Talk to a friend, family member, or support worker if you need help processing the experience or staying focused during the complaint process.

• Use relaxation techniques: After making your complaint, use techniques that help you relax, such as deep breathing, mindfulness, or sensory-friendly activities.

Example Complaint Letter

Here’s an example of what a complaint email might look like:

Subject: Complaint About [Service Name]

Dear [Service Provider’s Name or Title],

I hope this message finds you well. I am writing to express my concerns regarding an experience I had with your service on [date].

I encountered [describe the issue briefly—e.g., “long wait times despite having an appointment,” “a staff member being dismissive and unhelpful,” etc.]. This situation caused me considerable anxiety.

As a result, I would appreciate [state the outcome you want—e.g., “a refund,” “an apology,” “a review of how this issue can be avoided in the future”].

Please let me know what steps will be taken to address this complaint. I can be reached at [your contact information].

Thank you for your attention to this matter. I look forward to hearing from you soon.

Sincerely,
[Your Name]
[Your Contact Information]

Final Thoughts

Making a complaint can be daunting, but breaking it down into manageable steps and preparing ahead of time can make it feel more approachable. Stay calm, clear, and focused on the issue at hand, and remember that your experience is valid. If the process feels overwhelming, you can always ask for support from a trusted person.