Do you ever complain?

[Dave B]

But of course the problem with the likes of British Gas is that it's impossible to actually talk to someone who can take responsibility for the problem! Story of Watchdog about someone being incorrectly billed by British Gas for 7 years!

Aye, but rather than waste time and energy (see what I did there?) on fruitless phone calls, a carefully written letter to their legal department would be far more useful. That's my preferred course of action: no rambling and moaning, no empty threats, just a summary of facts and what remedy I expect, sent recorded delivery to the registered address.

[motetarip]

...no rambling and moaning, no empty threats, just a summary of facts and what remedy I expect..

State the problem, state a reasonable solution. Works for me.