Like most British men when, in the past, I have had poor service from a shop or business, I have not complained but just said to myself, well I won't come here again. Lately, however, when I consider I have a complaint and pursue it, I have had some good results.

The latest one? I went to a local travel agent to book a holiday in Tenerife. Someone rang JMC for me and I was told the firm was not using the usual hotel.

Deciding to make private arrangements, I wrote to the hotel manager. He replied saying he had a contract with JMC. Back to the Brighton travel agent: Yes, JMC is using the hotel - booking made, deposit paid. Later, I received the brochure. I was sure I had been overcharged. Back to the travel agent, where I was told everything was correct - the holiday firm was allowed to put up the price and was is all in the small print.

I was not satisfied and wrote to JMC. After one month, no reply. A second letter received no reply either. I wrote to the manager of the travel agent to ask for an explanation of the big difference in the charges this year as against last year, at the same hotel and same time. "All the charges were explained to you when you made the booking," I was told.

Still not satisfied, I wrote to the head office of the travel agent. A few days later, the local manager rang me: "You have a rebate to come. Wasn't it a good job we pursued this."

I went to the agent's office feeling happy and vindicated. There was no one waiting. I gave my name to a yong chap behind the counter and asked to see the manager. He returned to say someone would see me in a few minutes.

As the minutes ticked by, my mood changed from happy to annoyed. Eventually, an assistant appeared: "Oh, you have £400 to come back."

After five letters and five visits over three months, did I get an apology? No - I don't often get many of those. I sometimes wonder, am I a customer or just a nuisance?

-R Johnstone, Overhill Way, Patcham