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I used to be a lot meeker when I was a newly married young thing, if I bought something and it turned out to be defective I would not bother to return it and demand an exchange or refund. What I used to do was either throw it out or ask my dad to go back to the store for me…it always worked when dad took over. These days I am a lot bolder and ‘to heck’ with being embarrassed or nervous about approaching the refund counter – I demand my consumer rights!

Working for four years on the refund counter of a major chain store in Sydney changed me for the better – I saw first hand how other people handled this situation, the amazing excuses they would come up with to explain why they wanted their money back…and I eventually developed as much front myself. But I would never dream of pulling some of the scams some of my customers got away with…

But did you know that British people are missing out on possible savings of £74billion a year because they are afraid to complain? each UK household misses out on an average of £2,873 every 12 months because they fail to demand refunds, good service and discounts on faulty or unwanted goods. Now unwanted gifts might just get you a voucher or credit slip as refunds and exchanges are normally reserved for defective purchases. A staggering two out of three people will not complain when they receive bad service in a hotel or restaurant and will even pay a tip.

The top five reasons given by people who refuse to demand better service, discounts, or replacement goods include: fear of making a scene (90 per cent), not wanting to ask for a discount (88 per cent), not wanting to appear cheap (82 per cent), not being good at complaining (67 per cent), and not having time (59 per cent). Is it being British that makes people not want to make a fuss or appear rude and ungrateful…? this never bothered Hyacinth Bucket. Put on your best voice, draw yourself up to your full height – and complain!

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