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15 Million Brits Suffer In Silence As They Lack Confidence To Complain

Nov 08, 2018   •   by   •   Source: Proshare   •   eye-icon 2121 views

Thursday,November 08, 2018       01:41PM / By UK FinancialConduct Authority

 

Highlights

  • Three quarters ofconsumers avoid making complaints
  • Younger generation stewon issues rather than speaking up
  • Poor travel etiquetteand unhelpful shop assistants among top unspoken gripes
  • Gok Wan andrestaurateur and TV presenter Fred Sirieix enlisted to help peoplecomplain with confidence, ahead of the FCA's PPI complaints deadlineon 29 August 2019 

 

Morethan 15 million people in the UK* routinely miss out on refunds, replacementproducts and getting problems sorted because they don’t know how to complainwith confidence, new research reveals.

 

In astudy for the Financial Conduct Authority (FCA), which is encouraging people tocheck if they were mis-sold PPI and make a complaint before they miss theirchance, 28% of Brits admit they put up with situations including queue jumpers,sub-standard meals and poor service because they lack the confidence andknow-how to speak out.

 

Top 10 things people want to complain about – but don’t: 

  1. People who queue jump
  2. A poor meal when eating out
  3. Being ignored by a shop assistant
  4. A parcel arriving late
  5. Travel delays
  6. Inadequate service in a shop
  7. Smoking in a public place
  8. Someone playing loud music on public transport
  9. People who take up extra space on public transport
  10. A haircut you were unhappy with

 

Thestudy shows the art of complaining is at risk of dying out, with youngergenerations the least likely to be proactive about getting problems resolved ortheir money back. Less than half (46%) of 16-24 year olds would complain aboutbad service in a restaurant (versus 71% of over 55s) and 16-24 year olds waitfor over a week, on average, to complain about an issue, whereas over 55s take2.5 days to speak up.

 

TheFCA’s research, launched to highlight the upcoming 29 August 2019 deadline forPPI complaints, also shows younger groups are the most likely to leave it toolate to complain, with 25-34 year olds twice as likely as over 55s to delay somuch that they miss their chance.

 

Differentgenerations’ views on what it means to complain may be fuelling complaining’sstatus as a dying art. Younger people are more likely to see it as critical and‘causing a scene’ than their parents, who associate it more with empowerment –taking a stand or making a protest.  Just two in five (44%) under 35srelate complaining to ‘getting a good deal’ versus 68% of over 55s. Incontrast, more than a quarter (27%) associate it with ‘awkwardness’, comparedto just 11% of over 55s.   

 

Tosupport the 72% of the nation who wish they were better at complaining, the FCAhas enlisted confidence-boosting consumer champion, Gok Wan, and king ofcordiality, restaurateur and TV presenter Fred Sirieix to help empower the UKpublic to complain with confidence.

 

Consumerconfidence champion, Gok Wan, said: “As a nation wetend to shy away from sticking up for ourselves, even when we feel we’ve beengiven a raw deal. But, just like fashion, complaining is all about feelingfearless! That’s why I’m supporting the FCA’s PPI Deadline Campaign – to helpthe UK complain with confidence whether it’s about bad service when shopping toclaiming for mis-sold PPI. From complaining in a way you’re comfortable with tokeeping your cool, there are loads of ways to get problems solved and yourmoney back.”

 

TheFCA’s study shows the majority of people have avoided making a complaintaltogether (75%) or have put off complaining (73%), actions which can havefinancial and emotional impacts. Consumers estimated they missed out on £275each in the last year** by not taking a stand when they could have on issuesfrom incorrect deliveries to transport delays. People’s top regret about notcomplaining is how it affected them emotionally (54%).

 

Restaurateurand TV presenter Fred Sirieix, said: “Did you know, athird of British people who experienced bad service in a restaurant recentlydidn’t complain? I say it’s time to soften that stiff upper lip and reclaim theword ‘complain’! Complaining gets things done; it makes people sit up and takenotice. They realise you mean business. Be confident, and don’t feel bad aboutcomplaining when something isn’t right. Like if you’ve been mis-sold PPI – nowis the time to act, before it’s too late.” 

 

AndrewBailey, Chief Executive of the FCA, said: “Almostthree quarters of us wish we were better at complaining and the same number sayit’s important to them to be treated fairly. With time running out to claim formis-sold PPI, we want to make sure everyone feels empowered to check andcomplain before the deadline on 29 August 2019. Checking and complainingdirectly to your lender is free and simple.”

 

Toavoid missing out on your chance to claim back mis-sold PPI, get help with howto check and complain online at fca.org.uk/ppi orby calling the FCA helpline on 0800 101 8800. For tailored tips on how tocomplain with confidence, take the quiz at www.complainwithconfidence.com(link is external).

 

Background

Research 

Unlessotherwise indicated, all figures are from research conducted by Censuswideon behalf of the Financial Conduct Authority. Total sample size: 3,028.Fieldwork conducted 8th – 11thOctober 2018.

*ONS 2016 figures (link isexternal) estimate the 16+ UK population at 53,240,571. 28% ofthis equals 14,907,360 (or almost 15 million)

 

**Basedon the research, the average amount people feel they’ve missed out on becausethey haven’t complained when they could have, over the last three months, is£68.65 – over the course of a year, this would be £274.60

  1. On the 1 April 2013 the Financial Conduct Authority (FCA) became responsible for the conduct supervision of all regulated financial firms and the prudential supervision of those not supervised by the Prudential Regulation Authority (PRA).
  2. The FCA has an overarching strategic objective of ensuring the relevant markets function well. To support this it has three operational objectives: to secure an appropriate degree of protection for consumers; to protect and enhance the integrity of the UK financial system; and to promote effective competition in the interests of consumers.
  3. You can find more information about the FCA.

 

 

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