Legal Action Against Company

Summary

If a company is difficult to contact, document all attempts to reach them. File a formal complaint with the company and consider contacting the Citizens Advice Bureau. If the companys complaints procedure is broken, report them to Trading Standards through the Citizens Advice Bureau or contact the Ombudsman if applicable. For unresolved disputes, consider small claims court with documented evidence. You can draft an email to the company citing the Consumer Rights Act 2015, requesting compensation for wasted time, and warning of potential escalation to Trading Standards or legal action if not resolved within 14 days.

Full Conversation

The company has a phone line, but has massive delays, they have a contact email, but take a long time to reply and do not fix issues, and they have a website, but it is purposefully made to make it very hard to navigate
It sounds like you're dealing with poor customer service and accessibility issues. Here are some general legal considerations:
- Companies must ensure their contact methods are accessible.
- The Consumer Rights Act * requires services to be performed with reasonable care and skill.
- Misleading website design could be a breach of consumer protection laws.
Would you like to explore formal complaints or potential legal actions?
Yes i would like to explore a formal complaint and possible legal action
To assist you further, I need to know if you have already attempted to resolve the issue directly with the company. If so, what was the outcome? This will help determine the best way forward.
Yes, but i have not been able to contact them, their helpdesk has been offline and their phone line costs money to call
Case Rating: *
It sounds like you have made reasonable attempts to contact the company, but they are not providing adequate support. Here are some steps you can take:
- Document all your attempts to contact the company.
- File a formal complaint with the company's customer service.
- Consider contacting the Citizens Advice Bureau for further assistance.
Would you like to proceed with these steps, or do you have any other specific questions?
Their complaints procedure seems to be broken on their site, so i am not able to contact them via the website. I can email them a complaint, but they usually ignore and redirect to their broken helpdesk
Case Rating: *
It sounds like you have exhausted most options to resolve this issue directly with the company. Here are some additional steps you can consider:
- File a Complaint with Trading Standards: You can report the company to Trading Standards through the Citizens Advice Bureau.
- Contact the Ombudsman: If the company is part of an ombudsman scheme, you can escalate your complaint there.
- Legal Action: Consider small claims court for unresolved disputes if you have documented evidence.
Would you like assistance with any of these steps, or do you have further questions?
Can you help me make an email with important legal points to make, they have wasted hours of my time, and i would like to send them a bill for my time
Case Rating: *
Sure, I can help with that. Here's a draft for your email:
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Subject: Formal Complaint - Request for Compensation for Wasted Time
Dear [Company Name],
I am writing to formally express my dissatisfaction with the level of service I have received from your company. Despite multiple attempts to resolve my issues, I have encountered unacceptable delays and inadequate customer support.
Specifically:
- The phone line incurs charges and has significant waiting times.
- Emails are either not responded to promptly or redirected to an ineffective helpdesk.
- The website is difficult to navigate, hindering access to necessary resources.
Under the Consumer Rights Act *, I expect services to be performed with reasonable care and skill. The failure to provide timely and effective support has resulted in a considerable waste of my time.
I request compensation for the hours spent attempting to resolve these issues. Please see the attached bill for the hours wasted due to inadequate customer service.
If I do not receive a satisfactory response within 14 days, I will escalate the matter to Trading Standards and consider further legal action.
Sincerely,
[Your Name]
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Would you like any additional points or adjustments to the email?