Most problems with a trader or landlord can be solved quickly if you can:
- clearly explain the situation
- work together on a solution.
Tips for talking to a trader
Speak to the right person – try a customer service person, manager or owner. Speak to someone who is allowed to offer a solution. Ask for an email address so you can follow up.
Write down who you talk to and when – this can help if you need to make a formal complaint later.
Explain your problem calmly – tell them what happened and what the problem is.
Ask for what you want (be fair) - ask for a repair, replacement or refund. For tenancy issues, be clear about how you would like to work out the solution - is it more time or do you need something fixed quickly?
Listen to them - they may suggest another good solution.
Give them time – Some things may be fixed straight away, and some may take time. Agree on a date for the problem to be sorted out.
Ask for what happens next – so you are clear on what to expect. You can contact them again if they do not do what they promised.
Give them your contact details – to contact you if they need to.
Be polite and professional - if you feel upset, take a friend or family member with you for support.
What happens next?
If talking it over doesn’t work, the next step is to write to the trader or landlord. There are tips and templates on different topics to help you write your own.