I find it difficult because most big companies use call centres, and the people answering the phone are employed to do just that - their knowledge of the product or the company's structure or the way things work might not be that good.

They are trained, though, to listen and remain calm and fob you off with standard excuses. It's difficult (for me anyway) to stay calm when you can't detect the other party's reaction!

Also, you can never ever speak to the same person twice - whether this is a deliberate ploy to keep the "impersonal" touch, I don't know. It works though - getting an answer is like catching fog with a tennis racquet.

Finally, there is no record of these telephone conversations - they'll say "Oh yes that's it sorted out" and then a week later you get another reminder or payment request or "free book" or something, and when you phone again, they'll deny vehemently that the previous conversation ever took place. You, the mug customer, are always responsible for their errors.

So, if you're not happy with the response you are getting, first ask for a supervisor. Unless you're very lucky, you'll be told "oh the supervisors are all busy" Believe this if you like. It might be better though, to say something like "Well I'll hang on till one is free.." This serves two functions:

(a) it lets the "agent" or "advisor" or whatever they call themselves, know that you are not for turning - you ARE going to speak to a supervisor (eventually) so their story had better be right; and

(b) it ties up one phone line and one cubicle occupant (that's a better generic term eh?) for as long as it takes the supervisor to complete his or her call / cake / quick trip outside for a cigarette.

You'll usually find that the supervisor becomes free fairly quickly.

Sometimes not though. So what do you do then? Well, you can ask that one calls you back (and occasionally one will, eventually) or you can ask who to write to. Ask for the complaints department.

For example, I often get telephone calls at home, at all hours of the day and evening, trying to sell me all sorts of stuff, or worse, doing "surveys" that turn out to be aimed at finding out if you already have a conservatory / double glazing / paved driveway / active brain. This cheeses me off somewhat.

So I occasionally hit back, especially if the caller is persistent:

"Hello this is Amanda from Kakky InKompleat Kitchens"

"Hello Amanda do you want to buy a car?"

"What?...em... no..."

"Aw go on it's a lovely car - it's blue and you'll love it"

"But I don't want a car..."

"Yes you do everyone wants a car. This one is so cheap, and you can have it now and pay nothing for 3 months..."

"No really..."

"I'll be in your area on Wednesday and you can have a look at it - no obligation, it'll only take a few minutes of your time"

"No really..."

"So if I can just have a few details we'll sort it out for say 11:00?"

"No I already have a car"

"I already have a kitchen... Ah well, sorry to have bothered you at this time of night."

"That's ok..."

"OK Bye"

"Bye"