‘How do you get a result without contacting a newspaper?’: your questions for our consumer champion answered

The useful part

She answered your questions on AI chat bots, consumer protection and how companies keep getting away with terrible customer service TLouis1990 asks: That's not always easy, especially when you feel you are being messed about, but it's essential. Occasionally, when I've contacted a press office about a reader's complaint, I've been so horrified by transcripts of their treatment of agents that I've dropped the case.

How it works

• Make a note of who you spoke to and when in case you have to follow up.
• When you complain, include all relevant information such as booking references, your address, screenshots of relevant bills or letters to save to-ing and fro-ing.
• You basically want to ensure that they can identify you quickly on their system and that they have evidence of the problem.
• Demands for £500 in compensation when you report a burned Deliveroo may stop you being taken seriously.

Details worth keeping

What are your tips for getting the best out of customer service? Are there mistakes we all make that make issues worse? Companies may refuse to deal with abusive customers.