From: A P[Name and email address supplied]
Sent: 08 July 2002 11:31
Subject: Complaints on your site
I have been taking a look at your site, as a result, have a few
questions concerning the site. The disclaimer to your site claims
"Postings that have been satisfactorily responded to and
acknowledged will be removed". How is it decided that a complaint
has been satisfactorily responded to? Surely when a company has
resolved an issue, the person lodging the complaint is unlikely
to contact you to say the issue has been resolved, as they will
be pleased with the resolution and move on.
What procedures do you have for checking the facts
of a complaint? Your disclaimer also states "Similarly, postings
that are proven to be inaccurate in facts or details will be corrected
or removed completely." What evidence would you expect to
be provided with, to correct complaints, or as you state, remove
I realise your site is a complaints site, but the
nature of a site like this presents a somewhat biased view. Most
of the companies on your site against which complaints have been
lodged will have a significantly greater number of happy customers
than disgruntled ones. Therefore, if and when people do post recommendations
and complimentary comments about companies do you give them equal
prominence on your site? For example, do they ever get a mention
in the 'Current Highlights' on your home page?
Sent: 1 August 2002
Dear Mr AP
Thank you for your email which has been published on clik2complaints
with my comments at the following address: here. Since
your email, the wording of the disclaimer has been amended to
give a clearer representation of the clik2complaints practise
and procedures with publsihed submissions.
As you rightly say, this is a complaints site and so is geared
toward complaints. It also aims to champion the cause of the aggrieved
consumer (who may other wise not be heard) and so leans more to
the consumers' side.
We do have a section for compliments and recommendations though
not included in 'Current Highlights'. Nor do we intend to do so.
However, since your email, a link is now available via the homepage
to a dedicated page for positive consumer comments.
The site's complaint submission form user is required to supply
full personal details (name, address etc) with their greivance,
adding credence to the story. These are forwarded to the company.
The company is invited to respond.
The Right of Reply response is the Company's opportunity to dispute
or clarify any grievance submitted against them. Some choose to
do so and others do not. If they do, the company response is published.
If not, the Dedicated Page will remain until there is an archiving
of content. - We have not had one yet. In some cases, a 'follow
up email' is sent to the customer for any possible updates to
be included with the original submission.
If a complaint turns out ot be a total fabrication, it will ofcourse
be removed. We have not had such. However, sometimes there have
been disagreements on the facts of the complaint. In such cases,
the Complaint and Right of Reply comment are published. The consumer
is advised to comment on the company's refutal. This is also published.
if there is no response to that invitation, then the story is
We have had four instances where complaints have been removed.
In the first case, the company rep contacted the editor requesting
removal with a list of complaints and actions taken to resolve
them. The customers were contacted and where confirmed the Dedicated
Page removed. Where no response was received, the Dedicated Page
was removed also.
In the second instance, the company contacted us strongly disputing
some facts in the submission. We contacted the consumer for a
response, on receiving no reply, the Dedicated Page was removed.The
third was of a similar case to the second above.
The fourth instance was where after several months the consumer
contacted us specifically requesting that the page be removed.
The Company had contacted her, pointing out that the issue had
been resolved. Neither the consumer nor the company had contacted
clik2complaints before to confirm this.
clik2complaints has been live for a little over a year and the
feedback from consumers who have been helped by the service, gives
the Editorial Team the incentive to keep the site going. This
will continue long into the future. Thanks again for your useful
questions and feedback.
The Consumers Complaint List (TCCL)
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