This is true, make sure you say the words, 'I want this recorded as an official complaint', and ask for confirmation. All regulated industries will go the extra

This is true, make sure you say the words, 'I want this recorded as an official complaint', and ask for confirmation. All regulated industries will go the extra mile for this. I was once in a call centre were they had special complaint handlers for people who said the above words, so they could resolve it before the ombudsman hears!