How to make a complaint

According to the law, a user can lodge a complaint verbally or in writing. In general, it is preferable to do so in writing. This is especially true when a user decides to exercise a recourse.

Writing a complaint gives you an opportunity to explain in detail the subject or subjects of your discontent. The reason for the complaint must be clear, short and precise. Afterwards, it’s a matter of describing the facts. For example, the date the incident occurred, the location, the person or persons involved or the department or unit concerned. From there, you can relate what happened, how you felt, or any resulting consequences.

To ensure you obtain answers to your questions, it’s best to state them separately under a distinct title. Questions that are formulated clearly and that refer to the body of the letter will stand a far better chance of being answered in a satisfactory manner.

Your expectations are just as important. Again, it’s best to group them under a separate title as well. You can also specify the actions or measures, that in your opinion, the establishment could take in order to correct a situation.

To sum up, a written complaint is an administrative letter. Although it is not an outlet, per se, you can still express your feelings or emotions. The following elements should be included: the subject or subjects of the complaint, the facts, the people, the department or unit concerned and the questions and expectations. In the end, the clarity of the answers obtained will be directly related to the clarity of the questions.

In any case, our counsellors will gladly guide you through the process. If for some reason you wish them to do so, they will even draft a letter (free of charge) for your signature.