How to complain and get results

Cold food in a restaurant? Hung around for a delivery that didn't show? Or has that fabulous new top shrunk at the first wash? Don't put up and shut up; speak up! It's what you say and how you do it that gets results

Complain quickly

Say something on the spot. Asked if your cold meal is ok? Don't mumble and nod, and then write a stroppy letter to head office. Saying something at the time gives a company the chance to put things right so you leave as a happy customer.

What do you want?

Saying what you want to happen puts you in control. Cold food and the restaurant may try and get off with a mere apology; so ask for a fresh one or a reduction on the bill. Think about what you want and tell them so you're not fobbed off.

Get your story straight

Complaining by phone? Keep receipts, booking numbers and order forms to hand. And write down the names and numbers of anyone you speak; make notes on the back of the original paperwork so details are always to hand.

Can't get through to the right person?

Call centre staff are notoriously hard to pin down; often only giving a first names so get a job number and ask for details of your conversation to be put on your account.

And don't be afraid to ask for 'disconnections'; they're the people with the power, as their job is to hang on to customers. They'll usually pull out all the stops to fix the problem and authorise refunds or compensation.