Duncan Bannatyne is not happy. He says why at http://tinyurl.com/cuwmqr . Never a shrinking violet, Duncan lays into the East Coast rail service with venom. So remember, when you need customer service to improve, live near someone on the Dragon's Den panel. It may not get a result, but it makes everyone feel a whole lot better.
(Charities have harnessed the power of the famous for years - how about consumers?)
PS: Just spotted DB's biz biog 'Anyone Can Do It'. I hope you not confusing that idea with 'Everyone Can Do It', Duncan.