I HAVE just read Karen Stephen's article on Call Centres. I have devised my own plan of campaign, which seems to work quite well --

1. Always note time, date and name of person you are speaking to. Move to 2. if not happy -- inevitable

2. Write to company concerned stating time, date and person involved in call. Write complaint as concisely as possible.

3. Write "Complaint" in large letters on top left-hand corner of envelope.

4. Always send letter by recorded delivery (not expensive). The letter then has to be signed for on delivery. You also get proof of posting receipt. You can also ring a number provided to check if letter was received.

5. This usually results in either a letter or phone call of apology and problem being sorted.

I hope this of help. It's much less expensive on phone calls and much more productive.

One further bit of advice -- if kept hanging on and passed around like a parcel, note length of time of call and say you will want reimbursing.

My husband had success in this matter with a bank and the Electricity Board.

Mrs Pamela M Riding

Queens Avenue

Bromley Cross

Bolton