When something goes wrong with a product you bought, it can be frustrating enough trying to get the problem resolved, let alone having to worry about making a case for your complaint later!
That’s why we’ve put together this short article to help you identify what evidence to gather in order to give your retail complaint the best chance of success – especially if you’re looking for a stress-free way to escalate matters out of court with an Alternative Dispute Resolution (ADR) scheme such as RetailADR!
So, what evidence do you actually need?
Read on to find out more!
By the way, if you have an unresolved Retail Complaint…
If you’ve hit a wall with a retailer, RetailADR offers a FREE, independent route to a resolution – approved by the Chartered Trading Standards Institute to settle disputes between consumers and Participating Member traders right across the UK.
Start by telling the whole story
Even before we get to the actual proof you might need, it’s always beneficial to establish a clear timeline of events in your own statement. This will save you loads of time when filling out complaint forms – whether for the trader themselves, or for an ADR provider like us!
The strongest complaints are usually those with a clear picture of what happened from beginning to end:
- What happened?
- What did the trader say?
- What went wrong?
- What did it cost you?
You do not need to use complicated legal language!
A straightforward explanation supported by relevant evidence is much more useful than a long statement containing information that is not directly related to the dispute.
The essential evidence for most complaints
Whatever type of retail complaint you have, there are some documents and details that are always going to be useful. Let’s start with the basics!
1. Proof of purchase
Include:
- Your receipt or invoice
- Order confirmation
- Online order history
- Payment confirmation
- Delivery confirmation
- The order or reference number
- Any warranty or guarantee documentation
If you no longer have the original receipt, other records showing the purchase may still help establish what was bought and when!
2. Details of the product
Where relevant, provide information that identifies the product involved in your complaint.
This might include:
- The product name or description
- Model or serial number
- Product photographs
- The advertised specification
- The retailer’s product description
- Instructions or other documentation supplied with the product
This can be particularly useful where the dispute concerns a faulty, damaged or incorrectly described item.
3. Photographs and videos
Photographs can provide useful evidence of the condition of a product or the problem you are reporting.
Depending on your complaint, consider including photographs showing:
- The fault or damage
- The condition of the item when received
- Packaging or delivery damage
- Missing or incorrect items
- Any repairs or attempted repairs
If the problem cannot easily be shown in a photograph, a short video may help demonstrate what is happening.
4. Your correspondence with the trader
Keep copies of everything you send and receive.
This could include:
- Emails or letters
- Complaint forms
- Screenshots of relevant online messages
- The trader’s Final Written Response or Deadlock Letter
If you spoke to the trader by telephone, make a note of the date, time, who you spoke to and what was discussed.
A clear record of your communications could help establish when you raised the problem and how the trader responded.
Evidence for returns, repairs or replacements
If you returned an item, arranged a repair or received a replacement, keep evidence of what happened.
Useful documents may include:
- Return confirmation
- Proof of postage or delivery
- Collection records
- Replacement orders
- Correspondence about the repair or replacement
- Evidence showing when the item was returned or collected
This can help establish the steps you took to resolve the problem and how the retailer responded.
Evidence of financial loss
If you are asking the retailer to reimburse you for a specific expense, provide evidence showing both the amount and why you incurred it.
For example, this could include:
- Receipts
- Invoices
- Proof of payment
- Delivery charges
- Repair costs
- Replacement costs
It is helpful to provide a simple calculation showing how you arrived at the amount you are asking for.
For example:
Replacement item: £120
Repair cost: £75
Additional delivery charge: £20
Total claimed: £215
Only include costs that are relevant to your complaint and that you can support with appropriate evidence.
Evidence of what was advertised or promised
If your complaint concerns a product being different from what you were told, advertised or led to expect, keep a copy of the information you relied on when making your purchase.
This could include:
- Screenshots of the product listing
- Advertisements
- Product descriptions
- Promotional offers
- Emails from the retailer
- Written quotations
- Terms and conditions
- Information about guarantees or warranties
Online product listings and promotional information can change, so screenshots can be particularly useful.
What if you don’t have every document?
It’s not the end of the world! You can still make a complaint – or escalate with ADR schemes such as RetailADR – no matter whether you tick every box in this article, or none.
The whole point of evidence is that it serves to support your claim, and help prove what happened – but that’s not to say that you wouldn’t have a strong case already with only a few important pieces of evidence!
Just provide what you do have and explain anything that is unavailable.
The most important thing is to be honest about what evidence is available and provide alternative supporting information where you can.
I have an unresolved retail complaint! How do I get started with RetailADR?
Once your evidence is together, you can lodge your complaint with us for FREE in whichever way suits you – through our online portal, by post, or by phone:
> Start your complaint with RetailADR
> What to do before you come to us
Take a little time to read through our site so you understand the process and what’s required. Getting your evidence together at the start is what helps us deal with your complaint as quickly and fairly as possible!
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