Odd helpline experience just now:

Brian: your contractor has done <thing 1> which broke <thing 2> and I need them both resolved.
Agent: I can help with <thing 1> but we can't do anything about <thing 2> even though we caused it.
B: what do I do?
A: You can raise a complaint if you like.
B: ok. How do I do that?
A: call <number>, give them your postcode and they'll handle it.
B: but I called that number and got through to *you*.
A: Yes, I can take a complaint. Would you like to complain?