Dear LPG readers, 

I recently came across a website that listed the things we in the UK complain about most.  In many ways, I thought it painted a fairly accurate picture, at least when it came to the bigger issues.  Queue jumpers and the British weather were both near the top of the list of our favourite national frustrations. 

I have travelled a little over the years, and I suspect we Brits are just as good as any other nation when it comes to being dissatisfied.  The difference is that we often dismiss our grievances before doing anything about them. How many times have you bought something, taken it home and then discovered what was wrong with it? Or threatened to complain about poor service, a difficult neighbour, or the actions of a government or corporate organisation? 

You are genuinely annoyed and promise yourself that you are going to do something about it.   

Then comes the serious one-to-one conversation with yourself. If you are anything like me, your next step is to tell a group of friends all about your frustration. They reassure you that you have every right to feel aggrieved, and somehow that becomes enough. You decide that it is too much trouble to pursue the matter or convince yourself that one small complaint will not make any difference. 

On both a national and a personal level, we often vent our anger to the wrong people instead of directing it towards those who can actually resolve the problem. Alternatively, we go straight onto the attack rather than looking for a solution. By assuming that complaining will be pointless, we often guarantee that nothing changes. Ironically, our reluctance to act may be one of the main reasons so little ever improves. 

It occurs to me that we younger pensioners are in the ideal position to do a little complaining on behalf of the rest of the nation. After all, many of us have a bit more time on our hands. However, going to the other extreme and launching into a full-scale rant at some poor customer service adviser or council employee is rarely the answer either. 

I am no expert, but in my limited experience there is a better approach. We should see making a complaint not simply as a way of putting things right for ourselves, but as a way of helping to ensure that the same thing does not happen to anyone else. The best weapons are often a pen, a sheet of paper, a keyboard or an email. 

Writing a letter, email or even a text message is often more effective than making a telephone call because the written word is less likely to be misunderstood. Even if there is a disagreement, there can be no dispute about what was actually said. A written complaint also gives the recipient the opportunity to ask for clarification if something is unclear, and it gives the writer the chance to explain their point more fully. Getting started is often the hardest part of the process but, if all else fails, AI can always help with that. 

Writing also gives you time to think, to reread what you have written and to remove anything that was composed in the heat of the moment. It is often worth asking someone you trust to read it before you press 'Send'. Even so, there are a few important principles worth remembering before you make your case. 

The most important points are these:  
Start by explaining your grievance and why you believe it is unfair. Make it absolutely clear what you would like to happen and what you think would put matters right.  

Set out the outcome you are hoping for and give a reasonable timescale for a response, even if it is only an acknowledgement that your letter or email has been received.  

Finally, explain what action you intend to take if your complaint is ignored, whether that means contacting the local newspaper, leaving an online review or pursuing the matter through another channel. 
There is one more vital point: always keep a copy of what you send. Even if it is simply a photograph of your letter on your mobile phone before it goes into the post, keep it. If you send an email, save it. It is also worth making a note of the date and time your complaint was sent. 
I do not believe that we should complain for the sake of it. However, if speaking up might prevent someone else from having the same unpleasant experience, or draw attention to a problem that has been overlooked, then it is probably worth the effort. 

The final thing to remember is that you are guaranteed to make your point only if you actually make it. Keep your complaint focused, avoid trying to tackle too many issues at once, and give the other person the opportunity to put things right. Your one small letter may not change the world, but it could make a real difference to someone. And, after all, there is no harm in trying. 


PY, Lewisham  

 

PY offers some internet guidance that might help…

 

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