SOME companies really need to examine their approach to customer service.

The ordeal suffered by Paul Smith, which left him off work for six months and on medication for life, has been made significantly worse by the four-and-a-half year battle he has had to fight to get some form of recompense.

Things can go wrong for any business and, of course, Thomson has to investigate all factors involved, including the hotel involved.

But to see one of its customers go for so long to resolve such a dispute is simply not good enough.