Recently, I’ve used Resolver to handle a couple of complaints that I have had with companies, such as the firm that provides water in Yorkshire. As I mentioned on Monday, we’ve had some water supply issues recently and this has resulted in some expenses for us.
Resolver works by managing the complaint for you. It sends your complaint using a unique email address, and notifies you of responses. You can also upload evidence, and keep these in a ‘case file’ to keep track of documents. If the company you’re complaining to doesn’t respond, then it’ll help you escalate the complaint to more senior people in the company.
The thing I like best about Resolver is that it helps you write your complaint in a structured way. Instead of one long free text field, you get a series of prompts, asking you to write:
- what the problem is
- its impact on you
- what resolution you are seeking
You’ll also be prompted for important information like customer reference numbers, which will hopefully make things easier for the staff handling your complaint. Before your message is sent, you’ll have the opportunity to review and tweak it.
Resolver supports a wide range of companies across a number of sectors. Utility firms are there, as are telecoms companies, parking firms, insurance and financial services companies, and many others. Even my employer is there. Resolver was quite popular when PPI was mis-sold, as it allowed customers to manage their claims themselves, rather than engaging a claims management firm to do so (and who would take a cut of any compensation). Resolver is free to use, as it’s supported by advertising.
So far I’ve used Resolver twice, with one case resolved. I don’t often have the need to complain, but when I’ve used it, it has made the process easier.