On May 21 I tried to sell some investments held with Windsor Life. Since this original request, Windsor Life has made error after error, breached countless undertakings and forced me to endure lengthy delays. To date, I'm still waiting for the sale instructions to be actioned, and for my money. My broker and I have tried everything. Can you help me to overcome Windsor Life's catastrophic incompetence?

STEPHEN ST QUINTON, Hull

If Basil Fawlty had been put in charge of administering your request, you would probably have had more luck. The consistency with which Windsor Life failed to carry out any of your requests defies probability. With so many opportunities to do the right thing, you would think that it would have happened, even by accident.

In brief, you sent a letter by fax to instruct the sale. Windsor Life said that it would take up to four days to confirm receipt. (Four days! To walk over to the fax machine? How big is the office?) You were eventually told that the letter was not enough and a disinvestment form was needed. You were told that it would take at least 30 days to send this out. (Again, what were they doing, hand-embossing it with gold leaf?)

You wanted the money sooner, so requested that Windsor move it to a deposit fund instead, hoping that this would speed things along. Windsor confirmed the switch, but used prices as at May 30, rather than May 22. At the end of June you were told that this mistake would be rectified within 14 working days. For the next four weeks you chased Windsor for the disinvestment form. You complained, giving Windsor five working days to respond. Guess what? It didn't. On August 7 you received the wrong form. Windsor Life then said that a letter from the trustees would do instead, but you wanted confirmation that the deals had been amended. You were told that this would take ten working days. You then contacted Troubleshooter.

Your money has now been disinvested and the delays actually resulted in a higher fund value. You also got £200 by way of apology. But that does not excuse the mistakes, nor the ludicrous timescales.

Life insurance companies sometimes come across as a bit old-fashioned, which has its merits, but this does not justify such a mañana attitude. Windsor Life, wake up and smell the coffee.

I have an Abbey credit card with a zero balance. I no longer use the card but in March I noticed that there had been fraudulent transactions - the total was less than £100. I phoned Abbey on numerous occasions to be passed around without speaking to anyone who could help. I instructed the card account to be closed but this has never been actioned. Even the branch adviser gave up.

I finally spoke to someone helpful last month, but have now received a letter from Abbey saying that “taking into account the time that has elapsed since the transaction date we are unable to pursue your claim further”. I am incredulous.

KIM MCMURDO, Edinburgh

It was before Troubleshooter's time, but apparently Abbey used to have the worst reputation in the industry for customer service. So far this year the number of complaints that she has received about Abbey, while pretty stable and no more alarming than any other bank, has started to creep up. An indication of a slip back into bad habits? Troubleshooter is keeping her eye on it. Abbey has now reimbursed your money and sent you £60 for the inconvenience.

It has become apparent to me over the past few hours that, as a prospective Tiscali customer, I have about as much clout as a potato.

I wish to have my broadband and line rental through Tiscali for a new flat that I am moving into next week. Tiscali said that it does not have my flat number on the database that it receives from BT Openreach. From then on it was a “computer-says-no” answer all the way. Tiscali says that it is BT's responsibility for my flat number to appear. BT is adamant that BT Openreach is a separate company and impossible to contact. It says that it is Tiscali's responsibility. The continuing cycle of finger-pointing made me actually cry in frustration. Tiscali's solution was that I get line rental through BT. How daft is it that Tiscali is turning away customers because it won't chase up BT Openreach? Please help.

INGRID SEPP, Nottingham

Troubleshooter congratulates you on a first-class rant. She did call Tiscali on your behalf, which said that despite the address problems, it would set up your account. But in the end you exercised the only clout you have, you voted with your feet and set up broadband and line rental with Sky instead.

To tell us your problems, visit timesonline.co.uk/troubleshooter or write to Troubleshooter, Times Money, Times House, 1 Pennington Street, London E98 1TB