If you return to a shop with a faulty or unsatisfactory product, ask for the manager. In a large store or supermarket, ask for the department manager or customer services desk. Shop assistants are not always authorised to deal with complaints, especially if you want a refund. Also, asking for a person in authority shows you mean business. If the manager is "in a meeting" or "away", insist that someone else must have been left in charge and ask to see that person instead. If this fails, make an appointment to call back and see the manager.

If you are dissatisfied with the response you receive at a customer services desk, you can ask to speak to the manager. Do not accept the excuse that customer complaints have to be dealt with by specific personnel - remember, the manager is in charge of the whole store.

Once you are speaking to someone in authority, be polite but firm. Do not lose your temper, swear, shout or make threats. If you remain reasonable, the chances are the person you are dealing with will too.

Explain the problem and say what you want the shop to do to rectify the matter. Decide what you want if you are entitled to a full refund, a replacement or a repair. Are you prepared to accept a credit note or an exchange?