Top tips on complaining
Before you complain
Be clear in your mind why you are dissatisfied. Was it the way you were treated? A wrong decision? Defective goods? What exactly went wrong?
Be clear in your own mind what you want to happen as a result of making a complaint. Do you want an apology? Do you want a different decision? Do you want the proper service that should have been provided in the first place? Do you want replaced goods? You should mention this to the organisation you are complaining to and ask for prompt action.
Who to complain to
This will be different depending on what type of organisation you are complaining to and the scale of your complaint. The following four steps are a general guideline. For more specific complaint procedures see the Information Section where you can find the specific steps for each organisation;
1. You should attempt to resolve your complaint directly with the parties involved: i.e. take the product purchased back to the shop, or attempt to have the service redone.
2. You should contact the relevant senior management or customer services department. It may be necessary to communicate with them several times before taking the next step. Most good organisations will have internal complaints procedures and complaints are often resolved using these. However sometimes they aren't and that's when you should consider the third step. It is worth mentioning that you are considering or have decided to take your complaint to the relevant authorities, sometimes this may provoke more serious consideration of a complaint
3. You should contact the relevant authority or overseer who will be able to give advice on how to exacerbate your complaint if you are still not satisfied. Ask the institution which is the relevant independent ombudsman to whom you can take your complaint. Alternatively you can contact your local Citizens Advice Bureau or Trading Standards Office who will be able to help and give you advice on who you should contact next. Some Ombudsman or executive agencies such as Oftel or Ofgem may take complaints up for you.
4. Finally, if all else has failed then court or arbitration services maybe the final choice. The Legal Section on this site contains information regarding legal options. Small claims court proceedings are inexpensive but time consuming and arbitration is available for many industries and services.
What to Remember
Various valuable hints which should help you to get the result you are looking for:
•Keep a record of events. If you speak to someone on the phone make a note of who you speak to, when and what was said. If you use 'snail mail' then keep a copy of your letter and any replies you receive.
•Keep the evidence. Retain all receipts/invoices, letters and e-mails regarding products and services that you may have purchased/received. If you are asked to present these at any stage then present copies and keep the originals yourself.
•Stay Calm. If you have confronted someone directly then don't let the emotion of the moment get to you. If you are clearly not getting an adequate response then simply take the next step in the procedure as advised above. Don't be shy to use a bit of humour.
• Write clearly and concisely. Be polite and courteous but don't be afraid to convey the detail of any incident and to articulate your disappointment. Be clear about what you think would resolve your complaint.
•You should make an attempt to know your rights. See the Know Your Rights Section of this site if you are unsure.
•Don't give up.
•Praise where praise is deserved. Organisations welcome complaints but most certainly praise too!
It's important to be sure about what you would like the end to be.
Make your complaint initially to the .
An organisation may give your complaint more if you mention that you are prepared to take it further.
The Citizens Advice Bureau will be able to tell you which to take your complaint to.
The problem with the Small Claims courts is that they can be .
If you are asked to show evidence, never present .
If you do get a satisfactory result, give the organisation some .
AI explanationShows the answer. Tap to open.
Question Focus: Synonym match - summary says 'end' but passage says 'result'
Correct Answer: result
Why this is correct: The summary says "what you would like the end ___ to be." In the passage, it clearly says what you want to happen as a result of complaining. The word result fits both meaning and grammar.
Passage Reference: Be clear in your own mind what you want to happen as a result of making a complaint. Do you want an apology?
Common Mistake: Students sometimes write outcome because it means something similar. But you MUST copy the exact word from the passage. This is a synonym trap.
Paraphrasing: Passage: 'as a result of making a complaint' = Summary: 'the end ___ to be'
Tips: When the summary uses general words like 'end', look for a more specific noun in the passage.
Key Vocabulary:
- result = outcome
- complaint = formal complaint
Question Focus: Direct match - first step of the complaint process
Correct Answer: parties involved
Passage Reference: You should attempt to resolve your complaint directly with the parties involved: i.e. take the product purchased back to the shop, or attempt to have the service redone. 2.
Why this is correct: The summary says to make your complaint initially to someone. The passage clearly says you should first complain directly to the parties involved.
Common Mistake: Students may write the shop or customer services, but those are examples, not the general phrase used. This is a partial truth trap.
Paraphrasing: Passage: 'resolve your complaint directly with the parties involved' = Summary: 'complaint initially to the ___'
Tips: When a question asks about steps, follow the numbered list in the passage.
Key Vocabulary:
- resolve = solve
- initially = first
Question Focus: Synonym match - 'more serious attention'
Correct Answer: consideration
Passage Reference: It is worth mentioning that you are considering or have decided to take your complaint to the relevant authorities, sometimes this may provoke more serious consideration of a complaint 3.
Why this is correct: The summary says the organisation may give your complaint more ___. The passage explains that mentioning further action may provoke more serious consideration.
Common Mistake: Some students write attention, which fits the meaning but is not the passage word. This is a synonym trap.
Paraphrasing: Passage: 'provoke more serious consideration' = Summary: 'give your complaint more ___'
Tips: If the summary removes adjectives like 'serious', keep the core noun from the passage.
Key Vocabulary:
- consideration = careful thought
- provoke = cause
Question Focus: Specific noun - who handles complaints
Correct Answer: ombudsman
Passage Reference: Ask the institution which is the relevant independent ombudsman to whom you can take your complaint.
Why this is correct: The passage says the Citizens Advice Bureau can advise you about the independent ombudsman. The summary shortens this to which ___ to take your complaint to.
Common Mistake: Students may write authority, but the passage is more specific. This is a context shift trap.
Paraphrasing: Passage: 'independent ombudsman' = Summary: 'which ___ to take your complaint to'
Tips: When a role or title is named in the passage, copy it exactly.
Key Vocabulary:
- ombudsman = official who investigates complaints
Question Focus: Exact phrase match
Correct Answer: time consuming
Passage Reference: Small claims court proceedings are inexpensive but time consuming and arbitration is available
Why this is correct: The summary asks about the problem with Small Claims courts. The passage clearly says they are inexpensive but time consuming.
Common Mistake: Some students write slow or long, which changes the wording. This is a synonym trap.
Paraphrasing: Passage: 'inexpensive but time consuming' = Summary: 'can be ___'
Tips: Hyphenation does not matter here, but spelling does. Copy carefully.
Key Vocabulary:
- time consuming = takes a long time
Question Focus: Negative instruction - what not to present
Correct Answer: the originals
Passage Reference: If you are asked to present these at any stage then present copies and keep the originals yourself. •Stay Calm.
Why this is correct: The passage says to present copies and keep the originals yourself. So if asked to show evidence, you should never present the originals.
Common Mistake: Students sometimes write copies, which is the opposite meaning. This is a reverse meaning trap.
Paraphrasing: Passage: 'present copies and keep the originals' = Summary: 'never present ___'
Tips: Watch for negatives like 'never'. They often reverse the wording.
Key Vocabulary:
- originals = first documents
- retain = keep
Question Focus: Direct match - final advice
Correct Answer: praise
Passage Reference: •Praise where praise is deserved. Organisations welcome complaints but most certainly praise too
Why this is correct: The passage ends by advising people to give praise when it is deserved. This matches the summary exactly.
Common Mistake: Students may write thanks or feedback, which are similar ideas but not used in the passage. This is a synonym trap.
Paraphrasing: Passage: 'Praise where praise is deserved' = Summary: 'give the organisation some ___'
Tips: For final gaps, look at the last bullet points of the passage.
Key Vocabulary:
- praise = say good things
General Tips:
- Summary completion questions follow passage order. Use the previous answer to find the next one.
- Always copy the exact word or phrase from the passage. Do not use your own synonym.
- Check grammar around the gap. Articles like 'the' or verbs like 'be' give strong clues.
- Watch negatives such as 'never'. They often reverse the meaning.
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