Listener Pat got in touch to see if the team could help her get a refund from an airline. Pat had done everything she could, but couldn’t get an answer or any progress, she could even get to speak to anyone. Producer Daniela drew the short straw and joined the queue, listening to the dreaded hold music.

And, they say the customer is always right, but anyone who works in retail knows that’s not always the case – if you have a customer service nightmare experience you want to share, we want to hear it. Send them in to cfb@bbc.co.uk

How confident would you be dealing with an insurance claim if something went wrong with your car or at home? David, Hilary & son Luke didn’t feel confident when a leak was found in their home and enlisted the help of a claims management company. That was nearly a year ago, and the family still have no idea when they’ll get back home. Holly meets David at the house to find work hasn’t even started, while producer Daniel asks the insurers and claims management company what caused the delay. Insurance expert Malcolm Tarling explains the role of claims management companies in the insurance industry.

If you have a story or experience you want to share email cfb@bbc.co.uk

Listener Seán tells Holly about his experience buying a bed for his son. They already had a mattress so just bought the frame, which had storage accessed by lifting the mattress. When it was delivered they discovered the mattress they had was too light to keep the frame down, but when they contacted the shop they didn’t get the response they hoped for. Chief Inspector of Trading Standards in Northern Ireland, Damien Doherty, explains Seán’s consumer rights.

If you have a story or experience you want to share email cfb@bbc.co.uk