How to complain

Tobias Hohenacker/DPA/Press Association Images

Some people always seem to get great service. If things don't go their way, then a quiet word in the right ear soon sorts everything out. Meanwhile, the rest of us struggle by with shoddy service and people who turn a blind eye and a deaf ear if ever we try to demand our rights.

The fact is that those who get satisfaction know the secrets of complaining.