A Basic Guide To Complaining

You bet!

Yes: effectiveness. As I've already explained, I've seen cases that were not resolved by "the usual routes" of phone calls and letters resolved after being 'publicised' on Twitter. It may not be a good way to start a complaint, but it seems to be an effective way to complete one when other things have failed.

I think they are opening themselves up to all kinds of possibilities nannaAnna
I might be missing the point - i am thinking there is more than one way to complain via twitter
1. a kind of public complaint directed at the company - just like putting a complaint on FB
2. a campaign in which you want to make sure lots of other people sympathise with your complaint and the company becomes desperate to restore their reputation.

I don't think 1 is the best place to start with a complaint - speak to them first if you actually want a resolution.
2 I think would be a last resort but a very unreasonable first resort.
Is there anything I am missing?

JessM I think you're missing the point about social media. If companies make Facebook and Twitter interaction available, then they are inviting customer interaction via those channels. They know what they're doing!

BTW, in each case it has restored the company's credentials because the public has seen that they have responded correctly when sufficiently challenged. Which is what you would expect.

Not sure I prefer encapsulate. But don't worry about my breakfast. It would take more than a bit of jargonese to spoil it

Yes, I do agree, but I've seen it work for others on Twitter when ordinary channels of complaint hadn't worked. The cases I've seen have been quite 'large'.

Sorry for my early morning lapse bags Hope it did not upset your breakfast. I meant "encapsulate a complex complaint". I can't think of a more plain-English way of saying that. "write your complaint in 100 ch" maybe?
I think doing that on Twitter is an awful idea bags - a last resort maybe if all else fails - but as a first resort, I expect your agree, childish.
Most companies will try to resolve a complaint. It is only the minority that do not. They should be given a chance to do so before trying to damage their reputation in public.

'Encompass a complex complaint' sounds like jargonese

You don't 'encompass a complex complaint' on Twitter. You put down your basic complaint and Ask you Twitter followers to retweet. If it goes viral it gives the company in question a bad name. The idea is that they then address the problem. Sometimes, it's very effective.

But just making contact with a firm and saying there is a problem is often all that's needed.

Some problems take a while to change. You have to be ready for that. We noticed a change in school policy about teaching religion when we complained that it was biased in favour of the Abrahamic religions at DD's primary school. That's not the sort of thing that can be sorted with a quick fix.

Mystified as to how you can encompass a complex complaint on Twitter. I think it will vary according to how twitter (or FB) savvy the company is.
I've dealt with complaints and phoenix is quite right. No point venting your spleen on some poor young person on a call centre. Not their fault. Ask them to help you resolve the problem. Try to get them to put you through to the person in charge of complaints/complaints dept.
"What are you going to do to retain my custom?" is another useful question.
I used to be that person for a couple of years. I only once failed to deal effectively a complaint. Last week in the job. Angry but polite old man was telling me about the problem he was having with his water supply. I was just getting to the point where I was going to move the conversation to an appropriate agreement for action when suddenly he changed gender! An absolutely furious wife had grabbed the phone and started yelling at me like a banshee. She had obviously been listening and did not think he had been being stroppy enough. Hell, it was my last week and could I be bothered going through the whole process again... it was the only time I said "Would you like my manager to call you back?"

If you get no satisfaction for a reasonable and justifiable complaint, politely expressed on the telephone by e-mail or in a letter, within in an acceptable time span, then it might be helpful to go public on Facebook or Twitter. However, surely it is common courtesy to contact the company at fault first before before becoming an amateur consumer journalist.

I have to agree with JO7/8/9 ... 10???
Twitter is the way to go.
For whatever reason, it works a treat.
Instant positive action!

I have never used Twitter as a medium for complaining, however in the recent past I complained (via their website) to B&Q about one of their products, but got no response.

Funnily enough when I put the same comment on their Facebook page, they were in touch pdq!

The old story, complain direct, seen by very few people, put it in the public domain where it can be seen by the world and his dog........

That reminds me, must do it to Asda, have still not had a reply to my complaint about a non-delivery which I posted about on here, and you all seemed to be in agreement thta it was a valid complaint.

I now buy anything except Lipsyl.

Change to Nivea, Elegran. That'll teach 'em!

I'm fed up with modern packing! Disabled friendly it ain't!

I could have broken a wrist trying to force this backwards out of the cardboard - even with a partly cut-through bit. The cardboard was really thick and strong, would hardly bend.

Lipsyl.

Apologies to the Lypsil complainers! I've just realised that my lipsalve is actually Nivea, so my comment was irrelevant - sorry

I have problems with bleach bottles where you have to push down the top and then turn - I really need a child to deal with childproof stuff!

I've never had any problem with Lypsil - I just force the tube backwards out of the cardboard....

eleanor I have had the same fight with a Lipsyl today

After my Tesco experience yesterday ( see Curtain Pole thread) I had a call from Tesco HQ today asking about my complaints and assuring me that they took them seriously and would be following up. Not sure what the outcome will be, but at least I feel better for having complained and even better for receiving a prompt response.

That's useful to know.
On the good side, one firm I've always found Lakeland very good.

When complaining in person in shops, I have found the phrase 'my consumer group' helpful. And, of course, knowing about the Sale of Goods Act. Retailers sometimes try to fob you off by saying they will contact the manufacturers or wholesalers. Nothing doing, your contract is with the retailer and it is their duty to make sure the goods are fit for purpose.