10 Mistakes People Make When Complaining
A clear complaint gives the organisation—and anyone reviewing it later—a straightforward account of what happened, why it matters and what you want done.
These are ten common mistakes that can weaken that account.
1: Complaining without a clear outcome
Decide what you want: a correction, refund, repair, explanation or compensation supported by the circumstances. Make your request specific.
2: Sending a long account without a timeline
Put the main events in date order. Help the reader understand the problem without having to reconstruct it from scattered messages.
3: Making allegations the evidence does not support
Separate documented facts from your interpretation. Where something appears inconsistent, identify it and ask for an explanation.
4: Relying entirely on phone calls
Keep a note of calls, including dates, names and what was agreed. Follow up important conversations in writing.
5: Failing to preserve evidence
Save relevant contracts, receipts, correspondence and screenshots. Keep originals and organise copies so you can find them later.
6: Overlooking records held by the organisation
A DSAR may reveal relevant personal data, such as account notes or correspondence. Consider whether those records could help explain what happened.
7: Letting Frustration and Emotion Take Over
It is understandable to feel angry or upset, but keep your complaint focused on what happened, what the evidence shows and what you want done. Explain distress and inconvenience clearly—they may be relevant to your complaint—but avoid insults, threats or speculation about someone’s motives.
8: Accepting an offer before assessing it
Consider whether it addresses the whole complaint and any wider consequences supported by your evidence. Read the acceptance terms before agreeing.
9: Repeating the complaint without addressing the response
Identify unanswered questions, overlooked evidence or explanations you disagree with. Make each follow-up move the complaint forward.
10: Missing deadlines while waiting for a reply
Check the applicable complaint, appeal and escalation deadlines. Do not assume that a DSAR or ongoing correspondence pauses them.
Before you send
Can someone unfamiliar with the dispute understand the main facts, supporting evidence and outcome you want? If not, simplify and organise it before submitting.
For a step-by-step overview, read our Complaint Escalation Flowchart.
This guide provides general information, not legal advice. Procedures and deadlines vary; check the requirements relevant to your complaint.