In today’s web-based world, crafting a proper complaint and submitting it online is often the most efficient and effective way to see results. Here's how to get it done!

1. Collect your thoughts and concerns

Calm down and plan a strategy
GaudiLab / Shutterstock
Calm down and plan a strategy

One of the biggest mistakes dissatisfied consumers make is getting upset and lodging complaints when they’re emotional. Although you may get a manager’s attention with an angry rant, you’re likely to get better results if you lodge a clear and detailed complaint.

So, before you shoot off a hotheaded email, take a moment to calm down and collect yourself.

During this cool-down period, make a list of what your expectations were and how the business failed to satisfy them. You might ask a friend for an honest assessment of the situation. A little input can help you narrow down and clarify what you want to say.

Simply add Capital One Shopping to your browser, and shop like normal. This free tool does the work for you.

Install Capital One Shopping

2. Send a clear message

Write a clear and concise email
Flamingo Images / Shutterstock
Write a clear and concise email

Avoid the temptation to treat your complaint like a legal brief. If you create a highly detailed narrative longer than a paragraph or two, you risk losing your audience.

Keep your first paragraph fairly short. Use it as your hook — this is often the only part of the communication that will be read. Make sure you put in the basic information: your name, order number, date, place and time, and a concise sentence introducing your problem.

In a new paragraph, add details about your major gripes. What were you expecting, and how did the company fail you? Highlight the most vital concerns, and briefly explain why your experience was unacceptable.

3. 'Sandwich' your complaint

It's as simple as using the sandwich method
sylv1rob1 / Shutterstock
It's as simple as using the sandwich method

The “sandwich method” is a tried-and-true way to deliver criticism. The idea is to deliver your complaint sandwiched between two more positive statements.

For example, if you can say positive things about the products or your prior relationship with the company, use them to bookend your complaint. But never say you're a lifelong customer if it's not really true, because the company can easily look that up.

If you have enjoyed the company’s products or services before, note that as the main reason for your complaint. Businesses are increasingly focusing on customer experience, and bad feedback from a repeat customer cuts deep.

Sign up for Credit Sesame and see everything your credit score can do for you, find the best interest rates, and save more money at every step of the way.

Get Started—100% Free

4. Use social media to escalate your concerns

Share your views on social media
sondem / Shutterstock
Share your experience on social media

If the company doesn’t respond within a few hours, another way to reach out is through social media.

Businesses monitor their social media feeds closely as a critical component of customer care. Twitter is an especially useful complaint tool, since your problems will be aired to millions of potential customers.  

Another option is to leave a short outline of your complaint as a review, maybe on Yelp or Amazon. Brands respond to complaints quickly on these sites, because future customers are strongly influenced by negative reviews.

5. Ask for compensation

Get your money back
alexskopje / Shutterstock
Get your money back

It’s important to ask clearly for what you want, whether it’s a refund, replaced product or a free meal. Otherwise, customer service might give you something you DON’T want — like a two-for-one coupon for more of the same faulty electronics.

Remember that businesses have established rules for dealing with customer complaints. For example, they may give a refund or replace items only within a certain time frame or only if the original item was returned unopened.

If the compensation you ask for is not available no matter how high up the company's chain of command you go, then you may need to accept whatever alternative they're willing to offer.

6. Be ready to go beyond the company

You can use the Federal Trade Commission (FTC) website to file a complaint
Piotr Swat / Shutterstock
If needed, you can file a complaint online with the FTC

Sometimes, complaints about a business go far beyond the need to replace a broken gadget.

If you know that a company has acted unethically, if you feel defrauded or if you’re concerned that the business is taking advantage of consumers, taking your complaint to the authorities may be warranted.

The Better Business Bureau, the Federal Trade Commission (FTC), Ripoff Report and other agencies and organizations offer online and in-person platforms to report serious problems with businesses.

Here's how to save up to $700/year off your car insurance in minutes

When was the last time you compared car insurance rates? Chances are you’re seriously overpaying with your current policy.

It’s true. You could be paying way less for the same coverage. All you need to do is look for it.

And if you look through an online marketplace called SmartFinancial you could be getting rates as low as $22 a month — and saving yourself more than $700 a year.

It takes one minute to get quotes from multiple insurers, so you can see all the best rates side-by-side.

So if you haven’t checked car insurance rates in a while, see how much you can save with a new policy.

About the Author

Esther Trattner

Esther Trattner

Freelance Contributor

Esther was formerly a freelance contributor to MoneyWise.

What to Read Next

Disclaimer

The content provided on MoneyWise is information to help users become financially literate. It is neither tax nor legal advice, is not intended to be relied upon as a forecast, research or investment advice, and is not a recommendation, offer or solicitation to buy or sell any securities or to adopt any investment strategy. Tax, investment and all other decisions should be made, as appropriate, only with guidance from a qualified professional. We make no representation or warranty of any kind, either express or implied, with respect to the data provided, the timeliness thereof, the results to be obtained by the use thereof or any other matter.