[DanBC]

When you have a problem you make a single contact to their customer service line setting out what the problem is, and asking for their advice about what needs to happen for it to be fixed. Make a recording of this and keep details of the date and time and the name of the person you speak to.

If that doesn't fix the problem you then make use of their complaints process. This is hard because they usually hide it away somewhere. But they all have one. It's best to do this using real letters in the post, because you might need this paperwork later. Grind through it until you get a final answer.

If that didn't fix it you have a choice. For regulated industries you can go to the regulator for advice. Or you can start a legal process.

For the regulator send a letter using whatever weird webform they use. Make sure you mention that you've already exhausted the company's own dispute resolution process. Some regulators are better than others - often you won't get much satisfaction from regulators.

Send a letter before action. This describes what went wrong and what you want them to do to put it right. Give them the timeline of how you've tried to fix it. Give them reasonable time limits to fix it. Then issue small claims proceedings.