You can complain when it suits us
Help me, please. I’m trying to decide if this is ethical or fair trading. I would love your opinion. Read on…
I was looking at a UK based holiday company online. They are conveniently available 7 days a week including bank holidays. In fact, they are even open for our calls until 20.00 on weekdays. That is if you want to spend money and buy a holiday from them.
Now, if a customer wants to complain, the convenience evaporates; calls to the complaints team will only be answered Monday to Friday between 09.00 and 17.00. This is of course at the time most customers are working to earn the money to buy the holidays.
As a policy this makes me feel uncomfortable. What’s your opinion on this? Am I being unfair?