Five ways to file a successful complaint

The run-up to Christmas is such a hectic time of year that it’s easy to lose your composure when there’s a setback. When we’ve been looking forward to a holiday celebration that goes wrong when one of our deliveries doesn’t arrive or when the wrong items arrive – or are broken – it can feel like the last straw.

That’s why the first week of December is Anger Awareness Week, which is all about helping people understand their anger and find a better way to deal with it.

The problem with letting your anger get the better of you is that it makes it much harder to solve the problem. So instead of exhausting yourself, it’s worth following the five basic rules for a successful complaint.

Nobody wants to spend their life archiving, but it makes sense to set up an email folder for all orders and confirmations.

Read more: How to avoid overspending on Christmas shopping

If you’re shopping in person, you may also need a physical file for the receipts.

If you run into trouble, be sure to document it well – including photos of faulty goods, emails you exchange with the company, and a note of any phone calls. All this will be extremely convenient in case of discomfort.

Before you start negotiating, it’s worth knowing your rights so you know what you can insist on.

Once you’ve ordered something, it should arrive within a reasonable amount of time. The definition of a reasonable period is not set by law, so they may claim that anything up to 30 days is acceptable and you may have to wait.

However, if a specific delivery window was promised, you can insist on it. Once this “reasonable period” has passed, you have the right to a redelivery or a refund.

If they insist you wait 30 days and you need it for Christmas, you’ll have to buy an alternative elsewhere and then request a refund when it arrives – or after 30 days if it doesn’t.

If a delivery item has been left in a “safe location” agreed by you and is lost, you do not need to take any action. If it is left in a place you did not agree with and it disappears, you have the right to a replacement. In any case, this is the responsibility of the seller. So don’t leave the blame to the courier.

Read more: The Benefits and Risks of Getting Financial Tips via Social Media

Anything you purchase should be of satisfactory quality as described, serve its purpose and last a reasonable amount of time. If it is a service, it should be provided with reasonable care and skill, in a reasonable time and at a reasonable price.

If you ordered it online and you don’t like it, you’ll automatically be given a 14-day cooling-off period during which you can return it for a refund for any reason. Thereafter you still have the right to reject the goods within 30 days if they are faulty. Things get even murkier after that, but if the retailer wants to deny a refund, they must prove that the product was not defective at the time of shipment.

The story continues