I recently had a dispute with CCBC and dealt with it by bombarding the Officer responsible on a daily basis and then when nothing was done did the same with the CEO, threatening him and his Staff with the Local Government Ombudsman. Result was a result
It does seem that an approach combining the relentless tenacity of a terrier with the patience of a hooded cobra is needed when dealing with problems and local councils. But that inertia is endemic throughout pubic services, I'm afraid. The big divisions - HMRC and DVLA - are no different at all, and it takes an enormous amount of time and patience to secure a win against either. One massive advantage we have, however, is that almost all these places - and that includes CCBC - now routinely record telephone conversations, and that's helped me on more than one occasion.
Some tips I've found very useful:
1. Never lose your cool. It plays into their hands and - if you start raving - they're often instructed to put the 'phone down on you. Remain calm, dispassionate and courteous throughout.
2. Always write down three things when you start a 'phone conversation: the date, the time and the name of the person involved.
3. Be sure of your facts. Have a written summary available when you make a call and never be tempted to embellish your case.
4. If you have a 'phone system which can record the conversation, use it and tell them you're using it.
I've secured written apologies and financial compensation from both HMRC and DVLA simply by adopting that strategy. But Yorkie is spot on: complain relentlessly and copy everyone into the complaint whom you think can help you. Unfortunately, that seems to be the nly way tyo get things changed.