Published Tuesday, 20 August 2013
Those were for people who came to us last year with a complaint about energy, transport or water. This equates to an average £1,079 per complaint, a sum not to be sniffed at.
We help consumers with a wide range of issues, from flights being cancelled to receiving an energy bill which they believe is not right. We will also help consumers who have not been able to access the support they are entitled to when travelling with a disability or mobility problem.
To see some examples of the complaints we have investigated and the outcomes achieved visit http://www.consumercouncil.org.uk/consumer-success-stories/
If you want to make a complaint about a service you are dissatisfied with but don't know where to start, you can follow these four simple steps.
Step 1: Make a complaint to the company
Contact the company first - they may be able to solve the problem.
Step 2: Contact us
If the company does not solve the problem or you are not happy with their response, contact us.
We have the power to act on your behalf and investigate your complaint. You can make a complaint by telephone, letter, e-mail or online, even if you only want an acknowledgement or an apology. All complaints can help highlight a procedure that may need changed. Alternatively, if you are uncomfortable making the complaint yourself, you can ask someone else to act on your behalf, just give us your permission in writing.
The Consumer Council's contact details are listed at the end.
Step 3: We will investigate your complaint
We will contact the company with specific questions about your complaint and discuss how it can be resolved. Next, we will work on your behalf to achieve a fair and satisfactory response and most importantly we will keep you informed at every step of the complaint.
It's important to remember that electricity, natural gas and water companies have ten working days to respond to us and transport companies have fifteen so don't worry if you have not heard anything straight away.
Step 4: Tell us your thoughts about us!
At the end of your complaint we will ask you what you thought of our service. So, give us your comments, good or bad!
If you are unhappy with the Consumer Council's service, let us know. We will acknowledge your complaint within two days and respond within ten. After a full investigation, we will explain what happened. If we have made a mistake, we will apologise and put things right if we can. If you are not satisfied with the Chief Executive's response, you can ask the Northern Ireland Ombudsman to investigate your complaint.
The Consumer Council can be contacted on 0800 121 6022, email email@example.com, Twitter (@ConsumerCouncil) or Facebook (Consumer Council Northern Ireland).
© UTV News