Get moaning! Shoppers are being urged not to take shoddy goods and services lying down but to complain more.
The Office of Fair Trading has launched a campaign aimed at ensuring consumers get what they're entitled to.
It's not just about complaining, but also covers making sure you get exactly what you want in the first place and negotiating the price.
However, it's complaining that's a particular weakness in the UK, perhaps because of our traditional reserve and unwillingness to make a fuss.
Replacement
So if you're not happy with the product you've bought or service you've received, how do you put your case?
First of all, decide what you want to achieve. Do you want your money back, a replacement product or will you be happy with some vouchers?
Focus on your main gripe - don't be distracted by other minor quibbles you might have.
If possible make your complaint in person, advises financial expert Alvin Hall, who's fronting the OFT campaign.
"Face to face is always better," he says. "Then they have to look a real human being in the eye.
Ignore
"It's easy to be mean to someone on the phone or the internet but if they see you there they have to deal with you - they can't ignore a real person.
 You need to know what you want before you walk in the door"  |
"If they do, then you go to the next tier and start a letter-writing campaign but you have to start in person first." If you complain in person or by phone, gather your thoughts first so you can make a clear case.
No matter how annoyed you are, don't lose your temper - it may be that the person you speak to at this stage knows nothing about your particular case.
Take a note of the name of the person who handles your complaint, with the date and time you spoke to them.
If you do have to write a letter, keep it fairly brief and stick to the point. Include the relevant facts:
where you bought it when you bought it why you're not happy - if necessary, explain your personal circumstances and how the problem is affecting you. Write legibly - type your letter if you can - and enclose a copy of the receipt.
Make sure you know who to write to - if you're really steamed up, you might think the boss is the best place to start.
But it's often more sensible to start with the customer services section if there is one.
Legal precedent
Don't be too negative - if you've always shopped at this store or sent your car to this garage, then tell them you're a long-standing customer.
Do your research if the case warrants it. If you can point to similar cases in the past, or legal precedents, then that will strengthen your argument.
If these initial approaches don't work, don't give up.
Move up a level, to the boss of the department or even of the company.
Don't lose sight of what you want to achieve, what will make you happy.
Fobbed off
I once complained about a sleepless night at a noisy hotel. The manager offered half my money back, which I declined. He said a complaint to head office would get me only a handful of vouchers.
In fact, I received a full refund by return of post, so don't be fobbed off.
If the matter becomes protracted, keep all the correspondence somewhere safe.
It's possible you won't resolve the matter directly with the company.
There are other options. You could:
get a solicitor involved write to a trade organisation if the company is a member take action yourself through the small claims court. There are books and websites which offer help about complaining.
Pitfalls
If you're really angry - and technically proficient - you could put up your own website telling the world about your experience.
But beware - you need to bear in mind the possible legal pitfalls of this and ensure your site is not defamatory in any way.
However, it's quite likely that the firm might agree to your request at the first attempt.
"Businesses benefit from this because it's like getting market research for them," says Alvin Hall.
"They know what the consumer wants and what type of products will reduce the number of complaints."
In fact studies have shown that customers whose complaints are dealt with efficiently are likely to remain loyal to that particular shop or supplier.
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