• YOUR correspondent Lucy K (Complaints office, it’s more like complaints circus, September 2), speaks a great deal of sense on the subject of the deplorable complaints office, a standard which is accepted because the council has no competition and does not need to improve (this problem does not exist with supermarkets) and wonders how this situation can be challenged.

Trustpilot is a place to start. She could visit and describe her experiences. I doubt the council will bother to reply but it is somewhere for people to share what is happening. In the long run we need a proper internet discussion group to discuss what is going on and what can be done about it.

PETER RUTHERFORD
Pandora Road, NW6