I work in an escalated, high profile complaints department as a complaints manager for a particular, high profile government department. Reinardina, may I suggest that if you get nowhere in a reasonable time, ask for a team leader. If you still don't get anywhere, threaten to go to the ombudsman...please see here to find the right ombudsman. http://www.ombudsmanassociation.org/
I was having problems re a sofa and as soon as I mentioned going to the furniture ombudsman, they bent over backwards for me. DO NOT BE FOBBED OFF! I will try to advise you if I can, I have been in this job for almost 8 years now so have lots of 'complaint resolving' experience. Good luck and don't give up.
Thanks Chris, I'll keep it in mind. I'll ask you for the address again, when I need it, because I will probably have forgotten.
I worked in customer complaints for a time as well, and found that people with genuine complaints, were always polite and almost apologised for troubling you, while the ones who tried it on, where the rudest you could ever come across. I suppose, as a complaints manager, you only deal with the rude ones.
But, I actually came on line to tell everyone I have regained my trust in businesses. So far the local computershop is the only firm that denies having received my letter.
The other one, is my electricity company. I just rang the 'Head of Customer Service' and they hadn't got round to answering it, but at least the lady acknowledged they had received it on the 27th of May. I'm probably too impatient, and I forgot that the Bank Holiday weekend, must have delayed it; I posted it on the 22nd.
The third letter was to John Lewis, and I only posted it last Saturday. I simply could not believe they would be so mean as to deny receiving it. And they didn't. I just got a phone call from the manager of the audio department (it was about my Lenovo laptop that kept breaking down), and she offered me £200 towards a new laptop. More or less half the amount I paid. Not bad for an 18 month old machine. Said I'd think about it.
I do pride myself though, that I write a great letter of complaint. Something I can do in writing, but not in a face to face talk, hence my preference for written complaints.