It could be worth your while complaining- but check your sector first

24 July 2014

complaintWe seem to be experiencing an actual summer this year, which is novel. However, our friends over at Which! are investigating whether this is a summer of discontent by surveying over 3,600 people to ask them about their favourite complaints.

As a result we have the updated top five sectors that give people the most cause for complaints. Few would be surprised to see telecoms, energy, and money, topping the list, but also beating off shoddy competition are public services and parking, according to the Which! research.

Unsurprisingly, most people gave up at the first stage of complaining, and if the supplier told them to naff off, many people did just that. However, where people were tenacious enough to escalate issues to an independent reviewer such as an ombudsman, 68% of cases were upheld in the consumer’s favour. Reasons given for giving up at the first hurdle included not knowing that there were complaint schemes, fearing that the process would be too complicated and not believing that they'd be successful. Which isn't really the right attitude now is it?

The Which! research also found that the chances of winning an escalated complaint - a 'win' being classified as a company being told to apologise, to give compensation or to take remedial action - varied greatly by sector.

Escalated complaints to do with energy and telecoms – including broadband, mobile and landline services – proved very successful in 2013/2014, with between 86% and 95% of people being successful.

However, during the same period, only 58% of consumers who had complained to the financial ombudsman won their case, while for public service complaints to the parliamentary and health ombudsman, just 42% of cases were upheld.

But the most valuable statistic has to be that, according to the figures, just over half of motorists who'd appealed their parking tickets to the Traffic Penalty Tribunal were successful in 2012/13. Save a quick £60 anyone?

TOPICS:   Complaints   Economy

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