I read with interest the letter from Gill Royle in the Guardian of November 16.

Last year I had a similar experience with a utility company and complained on two counts – first cold calling and asking for information over the phone (which is discouraged) and, secondly, the caller saying that she was from a certain company when she was not.

They did not accept my complaints but gave me compensation of £10 as a goodwill gesture.

This year I made a more serious complaint about them changing my monthly direct debit for an unjustifiable reason, giving misleading information when they renewed my contract and then members of their complaints team not knowing exactly how their complaints system worked.

For example, two people did not know that when you made a complaint online, you received an automated reply saying they would get back to you within seven days.

They thought they had at least 21 days. This time they gave me compensation of £120.

Still not a large amount of money but it nearly covered a month’s direct debit, so was worth having.

The supply of utility services may run smoothly unless there is an interruption due to adverse weather conditions or similar, but if it comes to dealing with these organisations about tariffs etc. then they often fall short on reliability. Customers should complain about poor service.

David Cowgill Knutsford