So 'autumn leaves on the line' were to blame for your train stopping for an hour and a half in the middle of nowhere. You suspect that the builder you hired is going to charge a lot more than his quote. You can't believe the letter you received today saying you owe £325 in back tax.

We all sit and moan and worry about these things and consider it futile to take any action but why not? Often we don't feel confident enough to take things further, or we are unsure about how to go about it. This book will help you to make that move from being a moaner to an effective complainer and will stop you from being a pushover again.

Steve Wiseman draws on his extensive experience as a Citizens Advice Bureau manager and tells you how to ensure your complaint has maximum impact, whether it is against your local shop or a government department.

Specific problems covered include how to get results from accountants, airlines, banks, The Child Support Agency, electricity services, hotels, the Inland Revenue, landlords, National Health Service, the police, rail services, schools and social security.

1. Accountants
2. Advertising
3. Advice services
4. Airlines & airports
5. Banking
6. Barristers
7. Buses & coaches
8. Buying goods
9. Buying services
10. The Child Support Agency
11. Council Tax
12. Credit
13. Drivers & driving
14. Electricity services
15. Employment
16. Estate agents
17. Funeral services
18. Gas services
19. Holidays
20. Hotels & guest houses
21. Inland Revenue
22. Insurance services
23. Investments & financial advice
24. Landlords of long leaseholders
25. Landlord & tenant
26. Local authorities
27. The media
28. National Health Service
29. The neighbourhood & the environment
30. The Police
31. Post office
32. Public services
33. Pubs
34. Rail services
35. Residential care & nursing homes
36. Restaurants
37. Schools
38. Shopping from home
39. Social security
40. Social services
41. Solicitors' practices
42. Surveyors & valuers
43. Taxis
44. Telecommunications
45. Water & sewerage services