You are about to listen to a BBC podcast and I'd like to tell you a bit about what goes into making one.

I'm Sadata Sese, an assistant commissioner of podcasts for BBC Sounds.

I pull a lot of levers to support a diverse range of podcasts on all sorts of subjects,

relationships, identity, comedy, even one that mixes poetry, music and inner city life.

So one day I'll be helping host develop their ideas, the next fact-checking, a feature,

and the next looking at how a podcast connects with its audience, and maybe that's you.

So if you like this podcast, check out some others on BBC Sounds.

BBC Sounds, music, radio podcasts.

Welcome to the podcast of Moneybox Live, the program about your money.

And today it's all about complaining.

In the UK, millions of people go without the refunds, the replacements, and the resolutions

that they're entitled to because they don't know how to complain. And of course, here at Moneybox

and Moneybox Live, we get dozens of emails every day from people who've tried to complain,

but they've hit a brick wall. Well, they have figuratively hit a brick wall. Today, we're going

to talk about the art of the complaint.

What are your rights and how do you enforce them?

First of all, let's meet today's panel of expert complainers.

I am joined by Lisa Webb, senior lawyer at the Consumer Rights Company, Witch, and Helen

Doudney, who literally wrote the book on complaining, how to complain.

And it's probably, Helen, you're probably best known by your own choice of brand, the complaining cow. Good afternoon. Good afternoon.

Thank you very much, both of you for joining us. Helen, let's start with you. I want to talk

about some research I found. The Financial Conduct Authority reported that three quarters of us

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