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III. Channels for Consumer Complaints

You should first contact the traders (sellers or service suppliers) directly with details of your complaint, and give them a chance to put the matter right. It is best to put your complaint in writing and include the following information:


  • date of the advertisement or the website where it appeared;
  • date your order was placed;
  • details of goods or service ordered;
  • amount paid and the method of payment;
  • any references (e.g. order number or customer reference number);
  • reason(s) for your complaint;
  • anything else you think is relevant; and
  • how you would like your claim resolved.

You should also keep copies of any letters you send along with a diary of events, and make a note of the time, the name of person you spoke to, and a brief record of what you discussed, for any telephone calls you have with the traders.