A lot of people settle for sub-standard service because they haven't got the confidence to complain.

Rather than sticking up for themselves they allow the retailer or restaurant to get away with providing faulty goods or bad customer service.

So how do you complain with confidence?

Right from the outset, this article is not about any Trades Description acts or any legislation. This article has been written on how to prepare and complain with confidence.

If I had a pound for every time that I have heard the term "The customer is always right" I would be a very rich man!

However, despite this saying, I'd bet that sometime or another we have all experienced poor customer service or faulty goods.

But don't you tend to complain to your spouse or friends about it rather than tell the company!

This is a fact of life - people are not very good at complaining and most people do not have the confidence to do it.

Because his marriage isn't working, a man will complain down the pub to his mates rather than complain to his wife!

The same can be said in the majority of cases when you SHOULD complain to a company that have not met your standards.

Companies should be made aware of sub-standard services and goods - they cannot correct a problem if they are unaware that one exists in the first place!

Effective complaining is a survival skill that anyone can master and everyone should.

You are in the driving seat, so drive!

If you need any reason to pluck up the courage to complain just remember that you have or are going to part with your hard earned cash for this service or good and:

* THAT GIVES YOU EVERY RIGHT TO COMPLAIN *

Also remember that you will not be the first person to complain and you will not be the last so don't worry about that.

As long as you complain assertively and don't show anyone up by shouting or losing your cool, then both you and the company will come out of this with a win.

You will come away having had your complaint dealt with effectively and the company will come away with some excellent feedback to improve the goods and services that they provide to the customer.

In fact, they should thank you for your complaint - which in the majority of cases they actually do.

Deal with facts not opinions

One of the most important rules when complaining is to have all of the facts.

So, if you have purchased faulty goods, have you got the receipt, date, time, price any further details relating to the purchase.

If you are receiving service, what specifically are you complaining about?

Be specific. Don't use comments like "This is rubbish" or "This person needs a personality transplant!"

Instead, use specific statements like:

"Excuse me, we have been waiting for 30 minutes for our order and it hasn't arrived yet. We also waited for 40 minutes for the Starters, could I please speak with the Manager?"

With regards to being specific and factual based, you are more likely to get good service in response and a sympathetic ear.

Think about the outcome you would like

Before you complain, think in your mind how you would like the matter to be resolved:

• Full refund?
  
• Replacement?
  
• Free dessert?
  
• An apology?

And to be afraid to ask for the outcome either!

Complain assertively, not angrily

Don't go shouting or being nasty to anyone. Instead keep things factual and explain the situation in a calm yet firm manner.

Shouting the odds will put the other person on the defensive from the outset.

Instead try saying something like:

"Excuse me, I've got a problem with these shirts. Could you help me with it?"

Even if you do feel angry, avoid the temptation for a row no matter how tempting it is!

You want a speedy resolution to your problem and this is best done with sticking to the facts, not being personal and having an outcome already in your mind.

If at first you do not succeed!

If the person you are dealing with in person or on the telephone cannot help you or is not responsive to your needs then ask to speak to the manager.

However, don't do this in an aggressive way. Instead ask for the manager in a firm but polite voice.

"I appreciate that you have done all that you can do to help me and I thank you for that. But could I please speak to the manager?"

Explain what will happen if you don't get a positive response

If you are not getting what you want from the company, explain what will happen if you don't get the action that you want.

Have you been a loyal customer?

If so, tell them and also tell them that they will no longer have your business unless this is sorted out.

If you have referred others to them, point that out as well

The last word

Don't think that complaining is wrong, view it as providing feedback rather than a complaint.

If you were running a business and one of your customers experienced poor service I am sure you would want to know about it and put it right - wouldn't you?

Raise your standards as a consumer and stand up for what you and the law feels is right!

Happy complaining!!!