The Retail Ombudsman complaint form

Transcription

1 The Retil Ombudsmn complint form Welcome to our retil complints form. To proceed with your complint plese follow the 6 steps below nd provide ll of the informtion reuested. To be eligible to mke complint ginst retiler, you must hve lredy complined to the retiler directly in writing nd either received finl written response (sometimes referred to s dedlock letter ) or given the retiler eight (8) weeks to respond to your dispute. The Retil Ombudsmn cn only del with unresolved complints. In order to complete this complint form you will need the following informtion to hnd: DECLARATION You re reuired to gree to our terms stted on the declrtion pge. ELIGIBILITY This will confirm if your complint is eligible to be processed t this time by sking you uestions nd for informtion bout dtes of the complint. ABOUT YOU Your full contct informtion. RETAILER DETAILS Full contct informtion of the retiler including nme, phone nd emil detils of the retiler contct with whom you hve been corresponding bout your complint. ABOUT YOUR COMPLAINT Full detils of the purchse or service Full detils of the complint Accurte dtes of ny purchse of goods/services etc You will be sked to stte your desired outcome. EVIDENCE & SUPPORTING FILES Imges of ny receipts Any imges to support your complint Any emil exchnges with the retiler(sved into MS word document or text file) Scns or imges of ny physicl letters

2 The Retil Ombudsmn complint form To proceed with your complint plese follow the steps below nd provide ll of the informtion reuested. Your declrtion Plese red nd sign this declrtion: I d like The Retil Ombudsmn ( TRO ) to look into my complint. I understnd nd cknowledge tht TRO will need to use personl detils bout me (including sensitive or personl informtion) nd tht TRO my need to shre some of this with the retiler tht my complint is bout. I understnd nd cknowledge tht TRO publishes the ombudsmn s finl decisions, lthough most complints re resolved by TRO cseworker before they rech the ombudsmn I gree to provide true, ccurte nd full informtion bout my complint Signture Dte / / Eligibility to use the Retil Ombudsmn Before proceeding further we need to double check tht you re eligible to bring your complint to The Retil Ombudsmn t this time. If the nswer to ny of the following uestions is no, then we cn not proceed further with your complint t this time. Hve you complined direct to the retiler in writing/emil? Hs the retiler responded to you within in 8 weeks Did the retiler reject your complint: Did you reject their finl response? Hs the retiler provided finl response? Retiler s finl response (You must hve retiler s finl response to proceed) Plese dd the finl response tht you received from the retiler here, it is impertive tht you use the exct wording tht the retiler hs provided to you, if you hve n officil letter, plese ttch copy. TRO F01 pge 1 of 6

3 Your Detils Title: First nme : Lst nme : Address : Address : Town/City : County : PostCode : Phone: Mobile : Emil : Retiler detils We now need to know who the retiler is tht you re complining bout nd detils of your complint. Plese give the contct detils of the hed office or shop contct to whom your complint hs been officilly mde. Retiler compny nme : Brnch nme of retiler : Retiler contct nme : Retiler contct phone : Address : Address : Town/City : County : PostCode : Your complint detils Emil: Where ws your purchse mde : High Street Online Shop Website ddress: Retiler complint incident or reference number (if provided by the retiler) : Plese select the type of purchse Goods Services Product /Service nme Dte of purchse : dy / month / yer Time of trnsction : hour / min : / / / An exct time of trnsction could speed up the clim process gretly, plese check your receipt. Dte of initil complint to the retiler : dy / month / yer / / Method of pyment csh other credit crd debit crd PyPl pge 2 of 6

4 Wht is your desired outcome? Description nd history of your clim : plese continue on seperte sheet if reuired. Wht is the type of your complint Plese choose from the ctegories below nd nswer ny relevnt uestions within tht ctegory Delivery Pricing issues Product issues Issues with service Returns Other Delivery My goods hve not rrived If yes, plese tell us wht the retiler promised in reltion to delivery Do you still wnt the goods My goods rrived lte If yes, plese tell us wht the retiler promised in reltion to delivery Do you wnt to reject the goods becuse they hve been delivered lte? If yes, plese explin why pge 3 of 6

5 If you hve nother issue with delivery plese explin Pricing issues I ws chrged too much plese explin why you believe you were chrged too much If you hve nother issue with pricing plese explin Product issues The goods re fulty If yes, plese explin why they re fulty The goods re not s described If yes, How were the goods described The goods re dngerous Plese explin why Prts re missing plese list the prts tht re missing pge 4 of 6

6 Product doesn t work Plese explin why Other product issues plese explin the problem tht you hve experienced Issues with service plese explin the service tht you purchsed nd the issue you hve Returns I wnt to return the goods s they re fulty I wnt to return the goods s they re not s described How were the goods described Hs the retiler offered refund? Hs the retiler offered replcement nd then hve why do you not wnt to ccept the replcement? The retiler offered voucher why do you not wnt to ccept the replcement? Did you purchse the goods for yourself? pge 5 of 6

7 Other type of complint Plese give description of ny other issues, plese use seperte sheet if reuired. Evidence & supporting files It is importnt tht you provide s much evidence s possible to support your complint s our recommendtions nd determintions re bsed on fct nd evidence. This prt of your complint is very importnt. We therefore urge you to supply s much evidence s possible. Plese go through ech evidence ctegory below nd tick the box to confirm tht you hve enclosed the relevnt informtion. Receips Emil Letters Pictures Plese note tht we will not begin processing your complint until we re stisfied tht we hve received ll relevnt evidence therefore plese enclose ll the evidence t this stge. Our contct detils Plese post this form nd ll ccompnying evidence to our ddress: 12 Wlker Ave, Strtford Office Villge, Wolverton Mill, Milton Keynes MK12 5TW Phone: (plese note tht we do not ccept retil complints over the phone) Emil: enuiries@theretilombudsmn.org.uk Website: Compny informtion: The Retil Ombudsmn is uthorised by the Secretry of Stte nd is n pproved lterntive dispute resolution provider pursunt to the Alterntive Dispute Resolution service for Consumer Disputes (Competent Authorities nd Informtion) Regultions Dt Protection Registrtion reference: ZA : The Retil Ombudsmn is trding nme of Consumer dispute resolution Ltd Compny pge 6 of 6