We don't like complaining much in Britain, it's not the done thing, we prefer to moan about a company or a service we have received to each other, but not actually go to the company and complain and request compensation. Let me share with you three examples that it pays to complain. And...in this current economic climate and the existence of social media means most companies are now well aware what can happen with negative comments, they can go viral and it will most certainly hit them where it hurts.
Example number one is Tesco Insurance. 12 months ago I needed to find a new car insurance policy and as we are Tesco shoppers, we have a club card and like to earn points too. So we found Tesco compare and were delighted that not only did we find an affordable policy, they were throwing in club card points and a free MOT. Excellent just what I needed. Except the MOT voucher never arrived and when queried, they needed my proof of no claim bonus before they could send it. So I did this, but still no voucher, chased them again and then completely forgot about it until...now!
I need to get my car MOT'd and so called them 3 weeks ago where they apologized for not sending it and it would arrive in less than 10 days. But it didn't arrive...so I called again and after some investigation and to my horror the answer was...you don't qualify for the voucher...what???
Allegedly I came via an aggregator and not direct via their site, so I didn't qualify. BUT the aggregator was a Tesco site!!! Yes but it's not run by them...well tough!!! I demanded to speak to someone else, who completely understood my feeling and after a further debate, agreed to send me a £50 voucher. Great that will cover the MOT adequately.
UPDATE: And here is the gift card, which arrived in the post!
Example number two is T-mobile. I am in the process of leaving them and need my phone to be unlocked in order to move to another network. I requested this to be actioned on the 12th July and the promise is 10-28 days, which has now passed. After several calls to UK and Philippines service staff they agreed that it should have been done by now. I also had to pay £15.32 for the privilege of them sending and email to apple, to get the phone unlocked. Anyway finally they agreed to compensate me and added £15 to my account.
Example number three is South West Water. I was on holiday in Cornwall and doing some cycling on the road. A South West Water van nearly knocked me off my bike and I sent a message via their website to complain.
And here's their response;
Dear Mr De Groot
Thank you for your email received on the 8 August regarding dangerous driving by a South West Water employee on the A3074 between Lelant and Longston, I am sorry you have had to contact us about this matter but I am pleased to have this opportunity to reply to you. In keeping with South West Water’s correspondence policy, I have attached to this reply, copies of our Complaints and Compliments and Customer Promise Leaflets, which offer information about the level of customer service we aim to provide.
I tried to speak with you today and I do hope you received the answer phone message I left. I would like to apologise on behalf of South West Water (SWW) that you experienced dangerous driving and appreciate you taking the time to inform us. I would like to assure you we take these matters very seriously and have strict policies on how we expect our workforce to behave whilst they undertake their work.
Our Transport Department has investigated this further using the sophisticated measures we have in place which allows us to monitor all our vehicles movements and the manner they are being driven, the van in question has been successfully identified and we have provided feedback to the Manager responsible for these employees.
The employees have been made aware that a complaint has been made towards them and have been reminded about how they should conduct themselves in the future. We have highlighted they should always be vigilant for cyclists on the road and to drive in a safe and responsible manner at all times.
I trust my reply has been helpful. If you require any further advice on this matter, please call me. For all general enquiries, please call our free Helpline on 0800 169 1144.
I was delighted to receive this response from them.
So my message to you is that complaining does deliver results and often in favourable ways, plus you may even change the world a little bit too.