A parking charge, a rude cashier and a cancelled flight now get different questions

Once you have said what went wrong, the details step now works out what kind of complaint it is: something you bought, a trip, a bill, a charge they say you owe, how you were treated, a delivery, or a business dispute. Then it asks the questions that fit, and leaves out the ones that do not.

Asked the way it is

A parking charge you never paid is asked as “What are they asking you to pay?”, not what you paid, and you are not asked how you paid for it. A complaint about how staff treated you is not asked for an amount at all. A cancelled flight asks for the flight number and the route, because where it left from decides which law applies.

The numbers you already typed

If your account of what happened includes an order number, a booking reference, a tracking number or the reference on a notice, it is filled in for you and marked “From your story”, so you can check it. The letter quotes it, so the company can find your order or account straight away. An amount or a date from your story is offered with a “Use this” button rather than filled in, because a story can mention more than one.

Not right? Change it

The step says what kind of complaint it thinks this is. If it is wrong, one tap changes it, and the questions change with it.

Injuries go to the right place

If something in a shop or on a premises hurt somebody, the step now points you to the free help for injury claims, which we cannot handle, rather than drafting a complaint. Slipping and ruining your shoes is still a complaint we can help with.