Your checklist
01Identify the transaction
- Keep the order, account, policy or service reference.
- Save the terms, warranty and product description you received.
- Include delivery, cancellation, return or repair records.
Context & checks+
Start with the seller or service provider, what was purchased, the amount paid and the relevant dates. Preserve the invoice, order confirmation and payment record. If a marketplace, insurer, delivery company or another business is involved, identify each party’s role rather than treating them as interchangeable.
Show the problem clearly
- Link each important event to its supporting record.
- Preserve original files and use copies for annotations.
- Note any missing record or disputed fact.
Context & checks+
Write a short chronology: what you expected, what happened and when you reported it. Use dated photographs, messages or service records where they help explain the issue. Describe the loss or inconvenience accurately and distinguish an amount already paid from a resolution you are requesting.
Keep the response trail
- Record the date and channel of each contact.
- Keep evidence of a completed refund, replacement or repair.
- Save official acknowledgments and status updates.
Context & checks+
Collect your communications with the business and its replies, including ticket numbers, promised actions and any offer made. State the resolution you want in practical terms. The National Consumer Helpline provides government grievance-registration and tracking routes; keep any reference it issues with the same file. A grievance reference is not a guarantee of a particular result.
Prepare a focused handoff
- Share the chronology, requested resolution and open questions.
- Mention any existing complaint or proceeding.
- Assign an owner to retain references and follow up.
Context & checks+
Create a one-page summary and a numbered document list. Ask the responsible professional to assess the suitable route, parties, dates and requested relief for your circumstances. Agree the work and fees before commissioning drafting or representation. Use an agreed secure route for identity documents and financial records.
