There are many reasons why a customer may lodge a former complaint about a product or service. The first and most obvious is that the product or service was unsatisfactory. Now, more often than not, a responsible business will deal with a customer complaint in a timely manner. Often, they will refund the customer's money or offer him a replacement. But every now and then, consumers encounter businesses that are unresponsive.
These companies customarily make their customers jump through hoops in the hopes that they will get impatient and forget about their refunds. This is an old trick that has been used by unscrupulous businesses for decades. What can consumers do?
When you have a legitimate complaint, you should naturally expect a timely resolution. Any company that is concerned about their reputation will deal with the problem as quickly as possible. In fact, they will often let you know exactly when you can expect a response. However, as we mentioned, some businesses use these tricks as a simple dilatory tactic.
If the company continues to blow you off, it may be necessary to contact a solicitor, especially if the product or service was expensive. Let the company know that you have hired a solicitor and they will almost certainly request mediation. Mediation is essentially a last ditch effort to avoid legal action. And while most parties reach an agreement through this process, businesses will almost always try to low ball you.
If you cannot come to an agreement in mediation, your solicitor may be forced to file a suit against the company. In the end, the court will attempt to determine whether or not the company breached the Fair Trading laws. If they did, you will likely end up with a tidy settlement.