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At Rip Off Britain we always encourage you to complain if you have been treated unfairly or the service you have received isn’t up to scratch.Ìý But how can you complain effectively and get the result you want?

We asked Sarah Pennells for her top tips:

The first thing you must do is complain directly to the company and keep a hold of all correspondence between yourself and the company

Complain as soon as you realise you have a problem as some companies have time limits for complaints

Try to stay calm and always be polite

Make a note of every attempt to contact the company even if you don’t manage to get through – this will serve as evidence

It’s always better to put things in writing. In your letter or email make sure you detail the events in a logical order, explain why you're dissatisfied, and what you would like them to do to rectify the situation. Include all the details relating to your account such as the policy or reference number

If you prefer to make your complaint by phone, keep a record of who you spoke to and the date and time of the conversation

Calls are often recorded which you may be able to get access to as evidence

If you’re unhappy with their response, or lack of response, and the company you are complaining about is a financial company, such as a bank or insurer, you can contact the

The ombudsman is an independent body which aims to settle disputes between customers and companies and it is completely impartial

The business has up to 8 weeks to sort out the complaint itself or tell you that it disagrees with your complaint before the ombudsman can get involved

There are other ombudsman schemes which you can complain to such as the legal, energy and property ombudsman

You can also get help from

The Sale of Goods Act 1979 protects consumers who buy from traders by adding statutory rights to every contract.

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Under the Act if you buy something from a shop that is faulty, not as described or breaks down sooner than you could reasonable expect you can get a refund or repair.

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This also applies to second hand goods, if you’re sold a product with an existing fault and it wasn’t made clear to you when you bought it - you should be entitled to a refund, repair or replacement.Ìý

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When you buy at a distance, online, over the phone or by mail order, you have the same rights as you would if you made the purchase in a shop and you are also protected under the Distance Selling Regulations 2000.

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This means that if you change your mind you can cancel up to (normally) seven working days after the date you received the goods and receive a full refund.

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To find out more about your rights when buying goods visit