In this age of internet shopping, telephone call centres and automated customer service, what never ceases to amaze me is how few businesses are able to handle simple transactions like a change of address.

Many of us complain about poor service, but what do we mean? When the wrong goods are delivered or don’t do what they’re supposed to do, there is definitely something that needs to be put right, but more often than not poor service relates to the treatment we receive rather than anything to do with [...]