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I didn't have a good time. How do I complain?

For most of us, a spa experience is a treat, something that we invest in emotionally as well as financially. But if things go wrong, or if we feel we've been mistreated, what's the best way to put things right?

Obviously, we hope that you'll never need this advice but, just in case you do, follow our five-step guide to get a positive resolution.

1. Decide what you really want

What you would like to happen as a result of your complaint? Do you want your money back? A voucher for a return visit? Or just an apology? If you know your objective, it will be easier for the spa to know how to resolve the situation.

This may sound obvious, but make it clear exactly what it is that you're complaining about. "I'm not happy" is vague. Be definite about what happened, and why it fell short of the service and experience you paid for.

2. Find out who to complain to

We took advice from the experts -- the Citizens Advice Bureau.

Try to sort out your complaint on the spot at the time. Explain carefully, but firmly, what happened and what you would like to happen now. If the staff don't agree with what your request, ask them what they could do instead.

Decide whether what they offer is acceptable to you. If it is, great; if not, then you need to write to the spa owners.

When you write to the spa owners, clearly explain:

* the details of the problem
* what happened at the spa
* what you wanted
* and what was offered instead.

By law, a company has to respond to your complaint as swiftly as possible, but there is no legal time limit. So set the spa owners a time limit, usually 7-14 days, for sorting out the problem, or it may be forgotten.

Use recorded delivery mail and chase up the spa after the time limit you set if you haven't heard from them. You can find sample letters, advice and details of your rights as a consumer at the Citizens Advice Bureau online guide.

3. Keep a record

If the dispute is not immediately resolved at reception, then keep a record of all the subsequent communications between yourself and the spa. Make sure you get the name of the person to whom you've spoken, and the name of any staff involved in your complaint. If you write to the spa, keep a copy of any letters or emails that you send and any replies that you receive. The Citizens Advice Bureau recommend that you keep a copy of your receipt or voucher, too.

4. The last resort

Finally, if you're still not happy, the county court smaller claims procedure is the last stop, but should be your final resort. Before pursuing a legal solution, it might be worth exploring other options such as arbitration or mediation. The government funded consumer advice at Consumer Direct may be helpful.

Spa complaints fall under the 1982 Supply of Goods and Services Act which says that: "... any service must be supplied with a use of reasonable care and skill."

5. Stay calm

Always stay calm. Be polite, but be firm. It's just human nature: if you're reasonable and courteous, the spa staff will take you seriously. If you shout or become impolite, your behaviour gives people an excuse to not deal with you.

* Why do I have to fill in a consultation form?

* I bought a voucher but the spa has ceased trading. What can I do to get a refund?