Complain to the right person

That is, to someone who is able to do something about your problem. Ask for the manager, or ask who you should complain to and contact them in person or by letter.

Give the retailer a reasonable chance to sort things out

This may save a lot of time, aggravation and money.

Don't lose your temper, swear or get personal

Be polite but firm and confident. You want the shop to recognise how reasonable you are.

Know your rights

The basis of your complaint is that your legal rights have been infringed.

Complain in writing

Wherever practical, make your complaint in writing (preferably typed). Letters should be polite, business-like and reasonably formal. Keep a copy.

Keep all correspondence and other documents relating to the complaint

This includes receipts, letters to and from the shop, invoices, cheque stubs and estimates.

Add your problem to our National Complaints Register.

Your input will allow us identify areas of good, bad or non-existent customer service.