Might have helped if I had been given the correct email address when I asked how to make a complaint.
"Thank you for your email
I can confirm that I have passed your email onto my Customer Relations Department who will investigate the situation further.
They currently have a 10 working day response time so I thank you in advance for your patience.
If you have any further enquiries please do not hesitate to contact us."
10 days for a reply... wonder why it needs to take so long?