How to Complain电子书

Title Page

Copyright

Dedication

1. Introduction

2. How to Use This Book

3. What Type of Complainer Are You?

4. Ensuring Your Complaints Are Effective

Why People Fail in Gaining Redress

Common Fob Offs!

Call Centres

Comparison websites

Using social media

Alternative Dispute Resolution

5. Consumer Rights

6. Buying Goods

Common fob offs

Mail order and online purchases

Buying counterfeit items

Bespoke items

Furniture

Collection of items

Delivery

7. Finance

Banks & building societies

Account administration

Bank unauthorised transactions

Direct Debit Guarantee

PayPal

Credit cards

Credit card unauthorised transactions

Chargeback

Financial Ombudsman

Pensions

Pension Ombudsman

Payment Protection Insurance

Hmrc

8. Utilities

Energy

Ofgem Standards of Conduct

Quality of Service Guaranteed Standards

Back billing

Electricity and gas meters

Switching energy

Energy Ombudsman

Water

9. Vehicles

New Cars

Second hand cars

Clocking

Garage Servicing

10. Restaurants, Hotels, Pubs and Cafés

Bookings

Food poisoning

Water

11. Insurance

Comparison websites

Contents Insurance

Buildings Insurance

Holiday Insurance

Vehicle insurance

Private health insurance

12. Holidays and Flights

Booking a package holiday a real complaint example

Travel money

Denied Boarding Regulations

Denied boarding or “bumped” from a flight compensation

Flight cancelled 7-14 days before departure compensation

Flight cancelled less than 7 days before departure compensation

Accommodation booked separately

Timeshare

Luggage

Car hire

Holiday Insurance

Rail travel in Europe

13. Ebay

Seller

Buyer

Fake items

14. Post Office/Royal Mail

Post Office

Royal Mail

Junk mail

15. Public Transport

Trains

Eurostar

Rail in Europe

Ferries/cruises

Buses

16. Telecoms

Broadband

Router

Speed and interruption to service

Mobile ‘phones

Mis-sold contracts

Mobile ‘phone price hikes

Roaming Charges

Ombudsman Services/CISAS

Nuisance calls

Spam emails/texts

17. Home Improvements

Builders

Painters/decorators

Architects

Surveyors

Glaziers

Home Insulation & Energy Systems

The Dispute Resolution Ombudsman

18. Property

Estate agents

Surveyors

New houses

Renting

19. Other Services

Hairdressers and beauty therapists

Supply/delivery and fitting of items

Service bookings

Removal services

Dry cleaners and launderettes

Florists

20. Parking Tickets

Council Parking Tickets

Reasons for appealing a council parking ticket

Reasons for appealing a parking ticket using mitigating circumstances

When your appeal is not upheld

Clamped or towed

Private Land

21. Neighbours

Noisy neighbours

Neighbourhood noise

Overhanging branches

Dangerous trees

Roots

Hedges

Children

Parking

22. Freedom of Information Requests

Tips on asking for information

23. Local Authorities

24. Health

Parliamentary and Health Service Ombudsman

Organisations which can help with complaints

Care Quality Commission

Dentists

Opticians

25. Small Claims Court

What to consider before using the Small Claims Court

Fees

Process

Tips for preparing and being in court

26. Scotland and Northern Ireland

Scotland

Northern Ireland

27. Useful Contacts

Index

Consumer Rights

List of Templates

List of Real Examples

Acknowledgements

About The Author