I had cause to to complain about service in a chain Pizza restaurant. Sent by email and not even an acknowledgement in 2 weeks. Used this site www.ceoemail.com/ to find the full details of the Top Man and complained again asking if they wanted to deal with it or should I take it up with the CEO, whose details I was able to quote. Very quick reply and some free vouchers.
If the paid help are useless try the top floor!
You may remember my thread about issues with Virgin Mobile. Initially things were no better after contact with the CEOs office - in fact I found the person I was dealing with quite rude - but once I went to the ombudsman things improved dramatically.