How to use this column

Send your letter by ordinary mail to The Customer Service Column, The Sunday Times, PO Box 328, Valletta, CMR 01, or by e-mail to avmuscatinglott@hotmail.com, including your and the trader's/supplier full name and address outlining your grievance, and copy in the respective trader/supplier.

Complainants must be prepared to have their full personal details disclosed to traders/ suppliers, their case published, and their name featured in full.

It is up to the complainant to chase the progress of his/her case with the supplier by ordinary mail or e-mail while also copying me in.

We follow up all letters of complaint by asking suppliers/traders for comments.

Since we have cases whereby traders/suppliers refuse to communicate, complainants are kindly requested to inform us if their case has been positively resolved.

It is regretted that advice on personal complaints cannot always be given. Unfortunately we often have consumers who refer their case to this column and, when their case is positively concluded, they ask us not to feature the case.

Therefore we must stress that letters, once sent, cannot be withdrawn and all cases are subject to publication.

Readers are kindly requested not to phone The Sunday Times offices in connection with the column. They must put their queries in writing.