About the Show
In 2013, 38 million complaints were lodged against corporations in the UK. This series meets some of the country's most persistent complainers and the organisations who deal with their complaints.
Series 1 Summary
In 2013, 38 million complaints were lodged against corporations in the UK, and as our expectations of exceptional customer service rise, companies are coming back with new ways of dealing with us.
This series tells the stories of the back-and-forth between some of the nation's most persistent and stubborn complainers, and the vast businesses and councils who deal with their complaints.
This episode goes inside the complaints department of Transport for London. With over a million more people in the capital than 10 years ago, the city's roads are fit to burst, and a new generation of complainers are turning up the heat.
The programme follows the back-and-forth between TfL and London's super-complainers, including an obsessive tweeter and a cyclist who deploys a strange array of tools to defend his position on the road, including seven bike-mounted cameras.
At TfL, one call handler has built a special relationship with a persistent customer, and the programme meets a bus driver who's sent on a course known as 'the naughty boys club'.
The recession has bitten council budgets hard, with many residents apparently paying more and getting less. Councils are having to up their game to deal with some of the nation's most stubborn complainers.
The programme meets one of the nation's most persistent long-term complainers, who confronts his council with a camera strapped to his body, and whose unresolved dispute with Kirklees council has been ongoing since 1988.
In Croydon, self-service has replaced face-to-face meetings, and one man complains several times a day about rubbish.
And in Cardiff, an avid complainer patrols his neighbourhood daily on the hunt for vandalism and disrepair.
Utility companies get the most complaints of any industry in Britain, with the Big Six energy companies receiving 5.5 million last year alone. With unique access to E.ON's customer service centre, this film observes how they deal with some of their most challenging customers, including one man whose on-going dispute has left him living without electricity for three and a half years.
It's not just energy companies feeling the heat. The programme features other Davids who are taking on Goliath, including a Londoner whose frustration with BT is turning into blind rage, and an uber-complainer from Merseyside who gives a masterclass in how to get what you want.
The Complainers synopsis
In 2013, 38 million complaints were lodged against corporations in the UK. This series meets some of the country's most persistent complainers and the organisations who deal with their complaints.Episode Guide >