What are you rights when making a complaint? How do you make sure you escalate your grievance to the right person? What difference can social media make in getting your grumble seen and sorted?

Adam Shaw is joined by Martyn James from Resolver, a free, independent issue resolution service.
and Alicia Alinia , Managing Director, Consumer Legal Services at the law firm, Slater & Gordon.

Producer Smita Patel
Editor Alex Lewis