If you're getting nowhere, it's time for a bit more stick and a little less carrot.
Send the managing director a letter, briefly explaining your dissatisfaction at the way your complaint has been handled.
Even if they pass your letter on to someone else, at least you know the big boss is watching. Many will be glad that you've shown them how things are going wrong at the sharp end of their business, and they will want to make amends.
Again, request a response within a reasonable period, and write to them again if this deadline passes without any more progress.
If your complaint is with a dealer, write to the manufacturer, too. Yes, Customer Services are the obvious port of call, but they're masters in the art of politely telling you to get lost. Send your complaint to the managing director, too.
Best pick-up trucks 2023
The best pick-up trucks are tough and dependable working vehicles that can serve as practical family cars at the weekend. These are the best pick-ups available in the UK (plus one electric model)
Renault Kangoo van long-term test
The Kangoo has always stood for value in the small van sector, but does the latest version also offer car-like comfort and refinement? Our photographer is living with one to find out