Reviewed by Louise Best
The aim of this book is to help anyone who has ever had a complaint about goods or services to make their complaint in the most effective manner in order to gain the best possible redress, usually, but not always, financial. So who is it aimed at? In short, everyone!
We have all, at one time or another, had cause to complain about something. As the author points out, we often just grumble to ourselves or friends, feel hard-done-by and leave it at that. We may decide not to spend our money with certain companies again, or even tell them so but generally, as a nation, we are not very good at being assertive enough to take things any further. Or if we do complain officially and the company rejects our complaint we may believe it is not worth the time and effort to pursue it any further.
In this book Helen Dewdney – otherwise known as The Complaining Cow – gives us an overview of why we may not be very good at complaining and then helps us become much more effective. Her step-by-step chapters cover everything from vehicles to restaurants, from insurance to hairdressers, and include real life examples, template letters and tips on what kind of responses to expect. Her advice is backed up by a thorough knowledge of consumer law, as well as effective assertive communication skills. The most pertinent pieces of advice she gives, in my opinion, are to state your case calmly, research your consumer rights, and don’t give up at the first hurdle.
The book is easy to read, with separate chapters covering how to complain to the various providers of goods and services that we have all come into contact with. The templates are particularly useful for people who are not confident with their literacy skills, and the calm, assertive approach advocated will help those who are prone to anger when faced with less than helpful retailers or service providers.
At £15.00 the books seems pricey at first. However, given the results that the author has had, there is potential to recoup your outlay many times over.
I would recommend this book.
Visit www.thecomplainingcow.co.uk for more tips and advice.
Available to buy from Amazon here.