Some tips when emailing consumer complaints to CEOs

SandC

My tip is do not phone the CEO's office, or the office of any other company Director. You will not get through. If you do ring, you will speak to their PA. Be polite to them. Very, very polite. They will ask you if you have already been in touch with customer service and if you say no she will direct you to them. If you say you have (at this point, I reiterate, remain polite, do NOT rant and rave at the PA) then she will ask you to write in.

She will either then forget about it or she will go and find out about the complaint and gather all necessary info before passing to the CEO or other director so he gets the whole story.

If you haven't gone down the proper route you won't get very far at CEO level although most companies will respond to a letter even if that's to say they've passed it to their Head of CS.

CEOs and Directors do not have the time or inclination to take phone calls from irate customers, they employ many people who are very capable of dealing with just about any complaint and they trust them to do the right thing.

So never rant, always remain polite and if you are rude to the PA then she/he will ensure you get precisely nowhere.