How to make a complaint that gets taken seriously

This piece for UpdateSee collects the advice that holds up in practice.

A good complaint is short, factual and specific about the remedy. State what you bought or agreed, what went wrong and when, what you have already done, and exactly what you want: a repair, a refund, a replacement or an apology. Attach copies of receipts and messages, keep the originals, and send it in writing so there is a record.

A good complaint is short, factual and specific about the remedy.

Give the company a reasonable deadline, usually fourteen days, and say what you will do next if it passes: an ombudsman, a regulator or a small-claims court. Stay polite throughout; the person reading your letter did not cause the problem and is far more likely to help a calm customer. Most disputes are settled at this stage because the next step costs the company more than the refund.