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Making a complaint

t0mm Avatar
9y, 4m agoPosted 9 years, 4 months ago
my aunts just rang me from dublin and was telling me that when they got to the port this morning, they were put on the wrong boat.

They were supposed to be on the fast boat from hollyhead > dun laoghaire which should take 90 minutes

But they were put on the ferry from hollyhead to dublin which took about four hours.

Obviously this is unnaceptable - how would she go about making a complaint?
t0mm Avatar
9y, 4m agoPosted 9 years, 4 months ago
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#1
Was she put (as in told to go) on the wrong boat or did she just get on?
[admin]#2
What company is it? They should have a some kind of customer contact line. You will generally not get much sympathy on a telephone call and I've always found the best thing is to write a letter. A letter will result in a response and effort to make you happy about 10 times more than a telephone call will. Send the letter to the customer service dept head but also send it to the MD or CEO to make sure it does get routed to the right dept.
#3
Iom-RF
Was she put (as in told to go) on the wrong boat or did she just get on?

Showed her tickets and told to go in 'that queue' and she went in 'that queue' which led them to the wrong boat.
#4
Admin
What company is it? They should have a some kind of customer contact line. You will generally not get much sympathy on a telephone call and I've always found the best thing is to write a letter. A letter will result in a response and effort to make you happy about 10 times more than a telephone call will. Send the letter to the customer service dept head but also send it to the MD or CEO to make sure it does get routed to the right dept.

Im not sure, I think its Stena Line, Ill ask her when she rings again
#5
Admin
What company is it? They should have a some kind of customer contact line. You will generally not get much sympathy on a telephone call and I've always found the best thing is to write a letter. A letter will result in a response and effort to make you happy about 10 times more than a telephone call will. Send the letter to the customer service dept head but also send it to the MD or CEO to make sure it does get routed to the right dept.


Mistakes do happen...it does sometimes pay to bear that in mind, especially in your initial contacts but in a twisted turn of events I'd have to back Admin's coure of action. Letters or e-mails leave a trail of 'evidence' if things turn nasty further down the line whereas phonecalls can be easily forgotten or denied (if you ever say that this phone call is being recorded, which you should do if you want it to have any legal admissability* you'll almost never even get someone to talk to you).

(*Not 100% on this so I stand to be corrected)
[admin]#6
Yeah for sure mistakes happen and I'm not saying jump down anyone's throat yet! I've found writing a letter to be much more stress free and get better results over all though. Even if it was their fault they will often send something as an apology when you write a letter as compared to getting fobbed off on the phone.

I think you are right about telephone calls and admissable evidence in court though. However, just for keeping a record to prove to the company you wouldn't have to tell them it's recorded. Depends how serious the situation is I guess.
#7
Admin
However, just for keeping a record to prove to the company you wouldn't have to tell them it's recorded. Depends how serious the situation is I guess.



If you don't tell the person that you are recording the call then the only person you can play that call back to other than yourself is the person that you spoke to. Don't play it back to anyone else without the person's permission as that'd be illegal.
[admin]#8
Ok thanks for the info Benjimoron!
#9
Just tell then "This phone call may be recorded for training purposes" :-)
#10
I've done that route a few times, it sounds to me like they drove into the wrong place. there are different booths at the entrance. they all say stena-line, but underneath it says dun laoghaire and on the other ones dublin. The person at the booth probably thought they had changed your mind as you can always transfer to the slow ferry.
I wouldn't say it was anyones fault - just bad luck.
It can be hard to see the signs sometimes
#11
Make a complaint in writing, but be nice, dont place blame or say that you want compensation - in my experience you will get more if you are 'just writing to inform the company so that it doesnt happen to anyone else' and 'are looking for reassurance that it wont happen in the future, as it has made you lose trust in the company'

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