Holding firm

First, the options they give consumers never seem to tally with a caller’s query; they cover every eventuality except the service being sought.

Second, it is exasperating to listen to an electronic voice repeatedly bleating “your call matters to us” when the individual has been holding on for 10 minutes. It clearly does not.

And, if you thought you were alone in holding such views, you’re not – most people lose their patience after six minutes according to a survey.

But will the firms concerned take note and recruit extra staff? Probably not, given that the energy suppliers, for example, know that sub-standard service is one reason why householders do not switch suppliers more frequently in the search for cheaper bills.

The answer is simple. Consumers should start honouring their muttered threats to take their business elsewhere, despite the inconvenience, when they receive poor service, and to continue alerting Ministers to poor practice.