Right steps to ensure that your complaint is properly dealt with

As a society we are not very good at complaining but an increasing number of consumers are speaking up when a product or service is not what they expected. If you are considering making a complaint, be sure to do your homework first.

A quick phone call may help vent your anger but it is rarely a solution to the problem. A carefully prepared formal letter outlining the nature of the problem and including supporting documentation will increase the complaint's effectiveness and speed up processing time.

When making a complaint, provide as many details as possible. Include your contact information and that of the person or company you have a complaint with. Make the letter short and to the point but quote all relevant details - account numbers, reference numbers and dates.

Send photocopies of documents and any other materials you have to back up your claim.

Researching complaints takes time, so allow the Ombudsman or industry body sufficient time to make a proper review. Most Ombudsman schemes require that consumers exhaust a company's internal complaints procedure before applying for assistance.

The following list should direct consumers making complaints.

Consumer Issues:

Director of Consumer Affairs, Ms Carmel Foley, 4-5 Harcourt Street, Dublin 2, (01) 402 5555;

The European Consumers' Centre, O'Connell Street, (01) 809 0600 is an excellent source for general consumer advice. Small Claims Court preparation is also available from a legal adviser;

Minister for Consumer Affairs Mr Tom Kitt TD, Department of Enterprise, Trade and Employment, (01) 631 2525;

Consumers' Association of Ireland, 45 Upper Mount Street, Dublin 2, (01) 6612466.

Financial Issues:

The Central Bank, P.O. Box 559, Dame Street, Dublin 2, (01) 671 6666. The Investors' Compensation Company Ltd is at the same location and may be contacted at 1890 200 469;

Insurance Ombudsman of Ireland, Ms Caroline Gill, 32 Upper Merrion Street, Dublin 2, (01) 662 0899;

Ombudsman for Credit Institutions, Mr Gerry Murphy, 8 Adelaide Court, Adelaide Road, Dublin 2 (01) 478 3755;

Irish Brokers' Association, 87 Merrion Square, Dublin 2, (01) 661 3067;

Irish Banks Information Service, Nassau House, Nassau Street, Dublin 2, (01) 671 5299.