TOOLKIT – How to complain effectively
TOOLKIT – Advice on how to complain effectively
If you feel you’ve not received the transport service you have a right to expect – make a complaint! Don’t forget that our Transport Advice Team can help you in making a complaint. Click here if you would like to contact us.
If you want to complain yourself, here is some advice to help you doing so:
You have the right:
- To receive the service described in the company or organisation’s customer charter.
- Not to be discriminated against because of disability.
When you complain:
- Be clear about exactly what your complaint is, and about what you want to achieve through your complaint.
- Gather together everything you can by way of evidence. It might be worthwhile writing down exactly what happened as soon as possible after the event, whilst it’s still fresh in your memory.
- Act quickly. Make your complaint as soon as possible after the event about which you are complaining.
- Write down the date and time of travel; the start and finish point; vehicle license numbers (if known) and the names and numbers of any staff involved if you know them.
- Describe what actually happened
- State what you want. e.g. an explanation, an apology, compensation etc.
Remember:
- Some companies may ask you to fill out a complaint form and to send your travel tickets to them.
- Keep records: this includes copies of all tickets, letters, emails and notes from phone conversations. Never send original documents – send photocopies.
- If you do complain on the phone, make sure you keep a record of who you spoke to, when the call took place and what was said. Always follow up your call with a letter.