h2g2 The Hitchhiker's Guide to the Galaxy: Earth Edition

If you are not a greedy person it is useful to work out what you will settle for if you are making a complaint and tell them what it is. for instance you may just be looking for an apology for someone who was rude - not monetary compensation.

People get very nervous that saying sorry will seem to indicate accepting of liability, so they don't want to do it.

Also you need to know what the law allows for. If you buy a black scarf which runs black dye all over your cream coat when it rains you may be able to ask for compensation for the damage to the coat as well as the cost of the scarf.

The Ombudsman hasn't been mentioned in this article and maybe would make a useful addition. Many industries have an Ombudsman (external to the industry) who is the final arbiter in complaints.

It is useful to know what the Ombudsman says is reasonable to claim for when you are complaining. If you have been in dispute with your bank you can find out that it's not only them who can make a charge for their time.

The Ombudsman has a list of maximum amounts you can claim in seeking redress to a problem. So much per day, per phone call etc. This can add up to hundreds of pounds if you are in a protracted argument. Don't try and claim more than the maximum allowed and you should find the Ombudsman is on your side when you are eventually proved right - so long as you were right to complain in the first place and followed all of the complaints procedure offered by the company with no resolution.