A problem may not be anyone’s fault and can usually be sorted out quickly if you talk to the company or salesperson involved. This gives them a chance to look into the matter and put it right. If they don't, ask for details of their complaints procedure, which is generally free.

You can usually make a complaint by phone, by letter or face to face. Try to have all the information you need before you start. Here are some useful tips:

• State your case clearly, and include any relevant dates. Put the facts down in a sensible order. Avoid unnecessary detail and repetition. Be firm but polite.
• Include any reference numbers – for example for the product you bought, the account you hold, or a customer reference.
• Send copies of documents, if they are relevant, but always keep the originals. Every time you write, keep a copy of your own letter for reference. Most newsagents or post offices have a copying machine.
• If you’re complaining by phone, make a note of the date of the conversation, the name of the person you talked to and the main points you made. Write a follow-up letter to confirm what was said or agreed.

You will generally not be charged for making a complaint.

If you need help working out whether you have a complaint, or you need help with making your complaint, your local Citizen’s Advice Bureau (CAB) may be able to help. You will not be charged for this service.

If you need help with a pensions-related complaint, the Pensions Advisory Service may be able to help. You will not be charged for this service.

Some companies offer to help you with your complaint, including those against financial services firms. In return you have to pay them a fee, usually in the form of a fixed share of any compensation that you're given. If you’re thinking of using one of these companies, make sure that it is regulated by us or the Ministry of Justice or by a professional body (for example the Law Society) to do this type of business, and make sure you understand the fees it charges.

Firms will usually have to deal with your complaint within a specified time, so find out what this is. They will then usually write to you with their findings. If they decide your complaint is valid they may offer you some form of compensation. However, they may reject your complaint.

If you’re not happy with a firm’s response there are a number of free independent complaints schemes and financial ombudsmen you can contact, depending on the type of complaint.

Mediation is another way of resolving civil or family disputes. It is an alternative to going to court and can be cheaper, quicker and less stressful. It is a voluntary process where a neutral third party helps both sides to agree on the outcome of their dispute.

If you don’t accept a decision by an Ombudsman or have not used an independent complaints scheme at all, you can go to court. You can’t usually take your complaint to court if you’ve already been through an arbitration scheme or the Pensions Ombudsman.

You can start a civil legal action in the county court or in the High Court (in England, Wales and Northern Ireland), depending on the circumstances of the case. In Scotland, most small claims are started in the Sheriff Court.

You normally pay a fee to use the court, depending on the size of your claim. If you feel you need a solicitor, you should choose one who has experience in the appropriate area of law. You may be able to get legal aid if you can’t afford to pay the fee or a solicitor.

Various organisations have information and tips about what to do when things go wrong.

Firms lending money need a credit licence from the Office of Fair Trading (OFT). So, if you’re having problems with a lender or something you’ve bought on Hire Purchase there is help available through OFT’s Consumer Direct website.

People who help with debt problems, or people who collect debts need a credit licence from the Office of Fair Trading (OFT). So if you’re having problems which you can’t resolve with them you can complain to the OFT through Consumer Direct.

If you have a complaint about your bank, your insurance, mortgage or other financial services company, contact them as soon as possible. They will investigate your complaint and reply to you. If you need help making your complaint, get a copy of our Making a complaint printed guide from Publications or contact the Financial Ombudsman Service’s Consumer Contact Centre.

The Department for Work and Pensions (DWP) manages most benefits through Jobcentre Plus offices. If you think a decision about your benefits is wrong, you can ask the office that made the decision to explain it. You can also ask to get the decision reconsidered and, if you're still unhappy, you can appeal against the decision to an independent tribunal.

If you think something's gone wrong with your Child Benefit, there's plenty of support and advice available to help check what's happened and sort out any problems.

Tax credits are payments by the government through HM Revenue & Customs (HMRC). If the information on your award notice is wrong or if your payments have stopped unexpectedly, contact the Tax Credit Office.

HM Revenue & Customs issue your tax code based on information they have about your taxable income and allowances. Your tax code tells your employer or pension payer how much Income Tax to deduct from your wages or pension. If your tax code is wrong, you may be paying more or less tax than you should be, so contact your Tax Office straight away so they can correct it.

The Pension Service pays your State Pension (and Pension Credit, if you’re eligible). You can contact them online if you have an enquiry or you are unhappy with the service. Alternatively, you can write to your local Pension Service office.

If you have a query about your work pension, your employer can put you in touch with the pension scheme administrators. If you’re already receiving your pension, speak to the pension scheme administrators or contact the Pensions Advisory Service.

You have legal rights when you buy goods or services, and there are guidelines on how to complain if things go wrong.