The Resolver Guide to Making a Complaint

If you’ve got a complaint to make about a company, service or organisation, using Resolver can make it simpler and quicker to sort out. Read on for our quick-fire guide to using Resolver.

How to complain – a quickstart guide

While a bad experience with a product or service is frustrating, complaining about it can be even more irritating. That’s why we created Resolver – a free complaints assistant. We provide one place – and one easy process – for you to raise and resolve your consumer complaints.

We make complaining as quick and simple as possible. Our system knows what sort of language is appropriate for every complaint type, who to send it to, and when to escalate to the next level. Resolver is built on comprehensive research into the correct complaint procedures, including consultation with regulators, government departments, ombudsmen and consumer rights organisations.

Get started with the process of raising your complaint now

Who can you raise a complaint with using the Resolver.co.uk tool?

We cover thousands of organisations across the UK, including most major high street and online retailers, restaurants, utility providers, airlines and the telecoms and broadband industry. You can raise a complaint with companies in the following sectors:

Step-by-step submission process

1. Service and issue type

When you raise a complaint the first thing you will be asked is to select the service and issue type – so we can make sure that your complaint is sent to the right department with the organisation.

For example, whether your banking complaint is related to a mortgage or current account, or whether your energy complaint is about boiler repairs or incorrect billing.

2. Explain your issue

Our email template will allow you to explain in more detail what happened, when and how you want it resolved. Remember to strike a balance between providing important details and keeping your message clear and concise.

We also ask you to keep your language polite and stay focused on the results you want. When it comes to a resolution, be fair and be reasonable with your expectations – if you’re only missing a screw, don’t ask for a new wardrobe. Be sure to make what you’re willing to accept completely clear.

3. Add any supporting evidence

You will have the opportunity to provide further information that is relevant to your complaint via the attachments box – including any documents like bills or previous correspondence from the company as evidence

4. Send to the company and chase up or escalate if needed

Once you’ve sent your complaint, we hope you will get a response from them fairly quickly. However, our system will help you manage the complaint going forward – reminding you to send follow-up emails or escalate to a higher authority if necessary.