NO MATTER what your problem might be, most complaints should be tackled in the same way at the outset.

First of all, don't delay. If your first port of call is a call centre, ask for the person's name, make notes, record the time and date and ask the name of the person you should write to. Resist the temptation to rant.

Your letter should be clear and brief - ideally no more than one sheet of paper. Attach photocopies of any relevant documents, but don't send originals.

State how you expect the problem to be resolved. You should aim to be put back in the position you would have been in if it hadn't occurred. If sorting it out has cost you money and time, you can ask for some compensation, but don't be greedy.

You should always tackle the company concerned first. Rushing to an ombudsman or industry complaint scheme won't help. You'll simply be sent back to the company.

Only once you've reached stalemate can you escalate your complaint.