Service above and beyond

Posted on: 15 December 2009 by Mark O'haire

Make the most of festive shopping with tips on what to do if you are sold faulty goods and why you should look out for firms operating to an OFT approved code.

‘Tis the season of expense, so how do you make sure that you get exactly what you have paid for with your hard earned money?

New research from the Office of Fair Trading (OFT), shows almost a third of us made an official complaint in the last twelve months about a product or service but the vast majority (67%) found the experience stressful.  One third (32%) found that the time taken to complain was an hour or longer.

Despite the experience above, both consumers and companies can be winners when there is an effective complaints procedure in place.  Companies signed up to the OFT’s Consumer Codes Approval Scheme, are obliged to adhere to a higher standard of customer service and protection  than normally required by law, resulting in a better customer experience and, if necessary, simpler and better complaint resolution.

Consumer Champion, Lynn Faulds Wood has had many years experience and helped deal with over one million complaints from customers. Here she gives her top tips on how to make a complaint and avoid stress when you are wrongly sold a faulty product, so you can get back to enjoying your purchase.


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