When you have decided that your complaint is justified there are also other important factors to take into consideration: 

• Are you sure that your facts are correct?
• What are your legal rights?
• Who is the best person to complain to?
• How would you like your complaint to be resolved?

The complaints procedure has several steps: 

• Always contact the trader who sold you the goods or services and ask to speak to the manager.
• Explain the problem clearly and how you would like the problem to be rectified. Ask the manager if he can help. If the manager is unhelpful or you feel that you are not making progress, tell him or her that you are not satisfied and that you intend to take the matter further. Remember to pick up your receipt and goods before you leave the shop.

The next step:

• If the business has a Head Office, write to the Customer Services Manager – see the Section on Sample Complaint Letters. Explain reasonably that you have been back to your local branch and that the manager was unable to help. Give the date(s) of your visit(s).
• If the business does not have a Head Office, write to the proprietor stating that you have complained personally but have had no success.
• Send any letters by Recorded Delivery and remember to keep copies of all correspondence.
• If you are still dissatisfied and the business is a member of a Trade Association, they may be able to help as some Trade Associations operate a Code of Practice for dealing with customer complaints. You can find out whether the trader is a member of an Association by looking for signs or symbols displayed on stationery or in the premises.
• If you are complaining about faulty goods and there is no Trade Association or Code of Practice, the manufacturer may be willing to help you.