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Large companies and government agencies are finding ever more ingenious methods of avoiding dealing with their customers or the general public. Here are some tips for dealing with these inhuman faceless behemoths.

The Short Version

Keep a written and dated record of ABSOLUTELY EVERYTHING, and make sure you provide every conceivable piece of necessary information in all your correspondence so as not to give the bastards any excuse.

The Key Points

• Keep a deatailed record of all correspondence
  • Write or stamp on written correspondence the date and time that you received it
  • Scan all written correspondence (both received and outgoing) in to a searchable document management system like Evernote
    • Scan outgoing correspondence that you are sending, so you can resend the exact same letter if the recipient claims to have no received it
  • Use an app on your mobile phone to record your phone calls, or use a VoIP software phone to record your calls
  • Keep a log or journal of every phone call you make or receive; include the following information:
    • The date and time you called, and when you ended the call
    • What the call was about
    • The names and departments of all of the people you spoke to on the call
    • A brief summary of what you understood the outcome of the call was
      • What information was imparted?
      • What actions did the company agree to take, and by when?
      • What actions did you agree to take, and by when?
• Send your correspondence by Royal Mail Special Delivery Guaranteed by 9am™
  • Your letter get there fast (next business day or Saturday if sent on Friday)
  • The recipient gets it early in the day so it's more likely to be processed in that days mail
  • You get a record of delivery, including the name and signature of who accepted delivery

Moar.. finish writing this up

• Use a pincer movement - don't rely on just telephone, email or web-chat
  • Telephone to speak with a human being
    • Don't lose your cool; stay calm and remind the person you're talking to that your problem isn't what them but the situation
  • Email
  • Web-chat or instant messaging
    • Take this form of communication with a pinch of salt; always follow up with email, phone and a letter depending on what is most appropriate
  • Write a letter
    • Get a Royal Mail Special Delivery recipet when sending your letter
    • Make sure you include any account numbers and your contact details
    • If you are responding to a letter, include a copy of the letter to which you are replying to so that there can be no confusion about what you are writing about
      • Reference the enclosed letter at the bottom or your own letter after your signature (see Fig. 1 below)
    • If you are dealing with multiple interested parties, when writing to one, make sure you send a copy to the other parties for their reference
      • Indicate at the bottom of your letter after your signature, who you have copied this letter to (see Fig. 2 below)
• Find out what your staturory legal rights are regarding your problem
  • Know what 3rd parties or regulatory bodies are relevent, and don't be shy of writing to them if your problem isn't resolved in a timely manner
    • Write to the complaints department of the company, giving the full history and details of your problem, telling them that you will be making a complaint to their regulator if the problem isn't resolved soon
    • When you complain to a regulator, let them know you are still trying to resolve your issue with the company in question, and write to the company to let them know you have raised your grievence with the regulator