1. Before voicing a complaint, assure yourself that the fault is not the result of deliberate action or even malicious intent.

2. Always address your complaint to one person and address them by name. In this way, you are establishing a relationship with this person. In most cases, they will then feel a moral obligation to help you.

3. Complain immediately; in other words, after the first bite of steak and not when you have finished your meal. Complain on the spot wherever possible. Don’t wait until you get home and then write a letter. Letters are easy to ignore.

4. Voice your complaint in a very friendly, pleasant tone. People are more likely to be sympathetic to your cause if you are polite. In our heart of hearts, we all like to help others, and your appeal has a better chance of success if the sales assistant can see things from your point of view. Shouting and throwing your weight around turns people against you and will weaken your chances of success.

5. Stick to the facts and don’t exaggerate (‘I had to wait half an hour for someone to take my order!’). Ignore this advice, and you only give them ammunition to use against you.

6. Don’t forget to thank them for taking care of your complaint and for their readiness to help you!