10. Grievance and complaints procedures

These are usually the first stage of resolution for many disagreements you have with companies or government departments. In some cases, you cannot use another method of sorting out a problem (such as an ombudsman) if you have not gone through the complaints procedure.

The best complaints procedures are usually those wehre complaints are handled at a local level, often informally. This can be best for everyone. However, many complaints procedures do not have time limits, so sorting out a problem can take a long time. Also, complaints procedures are not independent, because they are drawn up and handled by the organisation you have your problem with.

If you are frustrated by a complaints procedure and feel you have done everything possible to sort out the problem using it, find out what the next stage is. This is often an ombudsman.