Martin Lewis

Well, that's awful.

If I ever call nowadays, I make their lives as easy as possible.

Never, ever call 30 minutes before closing.

So, yeah, I mean, you can hear the frustration coming from the staff.

You can also hear why it pays to be nice, because if you're one of those two people, they really will want to help you.

It's interesting, I had a...

I had an issue myself with a call centre.

I won't go into detail who it was.

But I felt that procedurally and systemically something that that company doing was wrong.

And when I asked about it and was told that that was the policy, I said to the call centre staff, I said, look, this isn't new, but I think there is a systemic policy here.

I'd like to make a complaint.

How do I make a complaint?

And he told me how.

And we did the complaint together.

And all the way through, I was very keen to say,

I absolutely get, you haven't done this, you seem a very nice person, but I do think that procedurally the company is behaving in a way that isn't appropriate.

And I put the formal complaint in and we had a nice little chat about something and then we said bye.

I try not to make it personal because it wasn't that individual's fault.

I mean, why should I be having a go at him?

When you ring up,