what to expect
There are a number of factors that effect what to expect after you have raised a complaint. Only about 15% of consumers pursue compensation and just because you have an issue or complaint does not mean you will automatically get compensation. It depends on the business, the service you have taken, the time and effort taken and the severity of the issue.
Can I claim for my wasted time?
If your key service providers have made a mistake, you can at least expect them to put it right. You are justified to try and claim for your time and call costs, but it will also depend on the companies policy and the severity of the incident. If there is any money that they owe you, you can claim this back with interest. A court would rarely include the cost of your time in any compensation.
Can I claim for liability from loss of service?
Companies are not liable for any costs you incur from the service not being available. For example, if your decoder is not working and you rent a DVD you could not claim for this. The company may offer you service credits for the loss of service but often the service will need to be unavailable for a period of time before you can claim.
A well recorded case file will help you with any claim because details of what happened will be well documented, allowing anyone looking at the case to quickly understand the issue. The same is true for explaining the issue precisely and being clear with the outcome that you want. Also think about the language you are using and focus on what happened (preferably without emotion), and what you want to achieve. This is where Resolver can help you to keep a complete, well documented, case file.