What’s the difference between I want to raise a complaint and I want to raise a FORMAL complaint. Any ideas?

[Guest]

I always see that if we need to raise a complaint we must say FORMAL complaint. What’s the difference between I want to raise a complaint and I want to raise a FORMAL complaint. Any ideas?

Thanks

[Rachel]

As someone who is sick and tired of being told that no notes have been left on my account I always ask the agent to complete their notes whilst I remain on the call. This will give an indication of how thorough the notes being made are. When they tell me they have completed their notes and ask “is there anything else I can help you with today?” My response is “please read me the notes you have just typed”.

[Colleen]

the same as complaining about a coworker or raising a grievance x without the word formal they could just informally look/not look at it x by stating you want it looked as a formal complaint they are clearly being told the clock is ticking for a resolution x

[Geoff]

All Suppliers must have their complaints procedure on their website. Ensuring they know you're raising formal complaint enters it into the formal process. Also, you should get a formal complaints reference number. All this helps if you need to escalate to the energy ombudsman.

[Abbey]

from a business point of view, the word complaint on its own could be seen as a moan or expression of dissatisfaction that could be resolved without it being passed to the complaints team. using the term “formal complaint” means that it has to be passed to the complaints team straight away.

[Ian]

When you make contact with your energy supplier, it’s just considered an enquiry. Simply stating a “complaint” should be sufficient. However, stating you wish to make a “Formal complaint“ raises the issue to a higher level and can in no way be considered ambiguous.

[Carleen]

I expect it is the procedure. A formal complaint with have a certain process to follow with any business or service provider.