Patience and persistence are the key to any successful complaint. If you haven’t had a reply, it’s a good idea to follow up.
You can email the company from your Resolver case file. To do this log into your Resolver account here and then select the appropriate case. From here select either the ‘New email’ or ‘Reply’ button. This will open an email template which you can edit and send directly to the company. You can also attach documents to this email.
If they have a phone number listed on Resolver, give them a call for an update on your case. You may need to quote your unique Resolver email address (found in your case file) so they can locate your case. If you call remember to note the details of your call in the case file using the 'Add Call Note' button.
Being proactive will give you the best chance of finding a positive outcome! Don't wait too long for a reply – email them again. If the option to escalate your complaint becomes available, take advantage of this and escalate to the next level of customer service. You can see your escalation options on the right hand side of your case file.
It’s ultimately down to the company you're contacting to resolve your issue. If you don’t get a response, Resolver will encourage you to escalate your case to the relevant ombudsman or dispute resolution scheme where available.
Please be aware that we don't handle your complaint for you. Instead, we give you all the tools you need to make a successful complaint yourself. We can't influence how a company approaches its customer service process.
If a company does not respond to your complaint or provide you with the customer service you would expect, please leave us feedback. This information enables us to amplify your voice and put pressure on companies to respond to consumers.