Dear readers

From time to time, in your interest, I have to ask for your co-operation. We still have cases in which consumers write to us without bothering to read our column's terms and conditions. A particular condition I would like to highlight is that it is up...

From time to time, in your interest, I have to ask for your co-operation. We still have cases in which consumers write to us without bothering to read our column's terms and conditions.

A particular condition I would like to highlight is that it is up to the complainant to chase the progress of the case with the supplier while, in the process, copying me in. However we have many cases in which consumers write in and assume that we just take over and follow it through.

We also have cases where the matter is resolved, however the relevant complainants do not inform us accordingly. Yes, many cases are positively resolved straight away but if we are not informed accordingly as far as we are concerned it is still 'pending' and Claire (my assistant) sends chasers. This is pointless in cases which have been resolved.

We thank you in anticipation for your co-operation.

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