Procedure For Making A Complaint

Question 1

What should a consumer do if a good is faulty?

Answer 1

Return it as soon as possible after the fault is noted

Question 2

What should a consumer do if a service is unsatisfactory?

Answer 2

A complaint must be made to the supplier immediately

Question 3

What should a consumer bring with them when making a complaint?

Answer 3

Proof of purchase (of the service or good) in the form of a receipt, cheque stub or bank statement

Question 4

How should you first complain?

Answer 4

Complain initially at the least formal level, by speaking to the customer service manager

Question 5

What should the retailer or service provider do once they receive your complaint?

Answer 5

They should offer realistic compensation if they are cooperative

Question 6

How should you speak to the customer service manager?

2

Answer 6

Speak firmly but politely

Refer to a law e.g. Sale of Goods and Supply of Services Act

Question 7

What should you do if the retailer/service provider is unco-operative?

Answer 7

Put the complaint in writing to the retailer or service provider’s head office in the form of a letter or an email

Question 8

What should a letter of complaint?

5

Answer 8

A description of the goods or services

The location and date of purchase

The action taken to date i.e. I returned to the store

Copies of proof of purchase or guarantee (not originals)

Compensation requested

Question 9

What should you do if the outcome is still unsatisfactory even after writing a letter of complaint to the retailer or service provider’s head office?
(2)

Answer 9

Seek advice and assistance from consumer bodies such as the Consumer’s Association of Ireland

Take legal action through the Small Claims Court

Question 10

Name a consumer body that you can seek advice and assistance from if a retailer/service provider fails to accept responsibility for the faulty goods or service?

Answer 10

The Consumer’s Association Of Ireland