My work mostly involves leapfrogging consumers beyond call centres and other “customer contact points” when they’re being brushed off or ignored, and getting their cases to the higher ups who have the will and the power to do right by them.

It’s great that I have that easy access, but unacceptable that so many people can’t get what they are due from companies without seeking the help of a third party, an outsider.

So every week I play messenger in cases that mostly aren’t interesting enough to warrant publishing...