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Step 4 - Know who to speak to

Work out who to speak to in order to solve the problem.

If it’s an organisation rather than an individual, ask who the best person to talk to is and try to talk or write directly to them each time.

Sometimes there will be a set process to follow. Find out if there is, and what to do. The more you understand about the process, the stronger your position.

Hot tip!
If you are not getting anywhere with the people you are talking to it might be time to approach somebody different, for example, the customer services department, or go up a level, for example by contacting an ombudsman (an independent person at the top of the complaints ladder, whose job it is to investigate complaints fairly.)

Advice Now Web 0027 Op"This bloke I work with used to say sleazy things to me, and to some of the others. It didn't seem to bother some people, but it made me feel very uncomfortable. I tried to just avoid him but we were always being put on the same shifts. I didn't know what to do.

Then I had a quiet word with someone in human resources, she explained who I could talk to about it informally, and what the procedure was if I wanted to take formal action. It gave me the confidence I needed to do something about it, off the record, which meant he didn't get into trouble."
Pauline, Sunderland"

January 2014

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Advice Now Web 0033 Op

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