How to make a complaint
This page has information about how you can make a complaint about a business or government organisation.
If you want to make a complaint the first thing you should do is contact the person or organisation you want to complain about. If you are not happy with their response, there may be an external organisation or government body you can speak to about your concerns.
Complain to the person or organisation directly
If you want to make a complaint it is usually best to contact the person or organisation and discuss the issue directly with them. You could talk to them about your concerns, and follow up in writing by email or letter. It is helpful to make the complaint in writing so you have a record of it.
Some larger organisations have internal review procedures that must be followed if you want to make a complaint. Check their website to see if they have information about their internal review procedure.
In some cases you may be required to complain directly to the organisation before making a complaint to an independent third party.
Complain to an independent organisation or third party
If the person or organisation does not respond to your complaint, or you are not happy with their response, there is usually an independent organisation or third party you can complain to.
To find out who you can complain to about:
- courts and tribunals
- government departments
- business, services and other organisations
see Who to make a complaint to.
Tips for making a complaint
- Act quickly – You will feel better if you act on concerns straight away.
- Contact them by phone – You may want to contact the organisation by telephone initially because it is quick and easy and can sometimes resolve the issue. However, the organisation may ask you to put your complaint in writing.
- Write a letter - If your complaint is to a large organisation or your complaint is complex, it may be best to put your complaint in writing. You should think carefully about the wording of your letter, or get legal advice first. You never know who might end up reading your letter!
- Be clear and logical – Set out your complaint as clearly and briefly as possible. Set out your letter in a logical way, using plain language. Remember to check your grammar and spelling. Bullet points can also be useful, especially with dates. You can also attach copies of any relevant documents.
- State what you want – It is a good idea to say what you want as a result of your complaint.
- Keep records - Make a note of the date and the name of the person you speak to and what they agree to do. Make sure you keep a copy of any letter you send.
- Be polite and calm - You are more likely to get a positive response if you are not rude or aggressive.
- Don't give up - If you have not had a response, contact the organisation again and include a copy of your initial correspondence.