How I Complain Effectively

As a travel writer and editor, I'm constantly flying, staying in hotels, experiencing new places and things. A key part of my personal financial peace of mind is to make sure I get my money's worth. I've worked and saved carefully for what I have, so I never like to waste money, or pay it unnecessarily for overcharges and mistakes. I try to go out of my way to be nice when treated nicely, and conversely will make sure to let management know when I'm treated poorly.

I have a good track record at getting refunds or other compensation, after things go wrong. I'm not trying to get free stuff, and frankly I would prefer to have things just go smoothly in the first place, than having to complain later to get satisfaction. Whether you get bad service at a restaurant, overcharged on a bill, problems during a hotel stay or even bogus bank charges, here are some tips that have helped me complain effectively:

Don't get mad
Save that anger for your letter or follow up action. In my experience, anger will do more harm than good. Simply relax, but be sure to speak up and stand up for your rights.

Take notes and names
Take careful notes about the situation, the dates, times and locations and the people involved. If you are dealing with someone on the phone, always start your call by asking for their name, including a last name or employee number.

Talk to a supervisor or manager
In person or on the phone, ask for a supervisor or manager. I never like to take a "no" from someone who doesn't have the power to say "yes". You may be able to resolve the issue immediately. We had a problem with a purchase at FedEx/Kinkos recently and called Citibank's business debit card hotline to dispute the charge. The first person who took the call was rude and immediately refused to issue us a credit, saying it wasn't fraud. Well a company overcharging us by $100 is fraud, and should be investigated as such. I requested a manager, and she told me she was a supervisor. I responded that I'm sure she works for someone, and to please transfer me to that person. I already had her name and information, having asked for it at the beginning of the call. The manager she transferred me to apologized, issued me proper credit and handed the situation quickly and to my satisfaction.

Write a letter
Don't call, don't email. I always find the name and address of the president of the company and write a detailed letter. Keep a copy of the letter and if the issue is important enough, send the letter via certified mail, return receipt requested, so you know it reached it's destination.

Propose a solution
An effective complaint should propose a solution.When I had a problem with flights, I would request a refund or ticket vouchers. When I had a problem at a restaurant, I would request a refund or a free meal.

Be reasonable about your request
If you had a problem with your flight to Las Vegas, don't demand a first class ticket to Europe as compensation. The more reasonable your request, the more the company is likely to honor it.

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