I have always been a great believer in going to the top if you have a complaint.  You are far better off complaining to the organ grinder rather than the monkey so as a general rule there is no point in messing around with the so-called Customer Services Department when you can write to someone in a position of power.  If you feel strongly about something involving News International for example, there is little point in writing to “The Complaints Department” (if only it were called that) at News International’s head office.  You will be far better off writing by name to someone at the top of the organisation so as to personalise your gripe.  You will inevitably get a reply from an underling but it will be an underling who will take your complaint more seriously than if you had addressed it in a more generic fashion.
  • So taking News International as an example, the first thing you need to do is find someone in a position of power at head office.  Its head office is at 1Virginia Street London E98 1BD so that bit is easy.  To whom should you write? You could write to Rupert Murdoch or perhaps his son, the Chairman and Chief Executive Officer of the company, James Murdoch.  You may think they are a bit obvious so feel free to write to Katie Vanneck the Managing Director.  For the price of a postage stamp you are perfectly at liberty to write to whoever you want – the Finance Director, the Marketing Director, the Chief Operating Officer or all of the above.
  • As a general rule I do think that a letter marked “Strictly Private and Confidential” carries more weight but there is nothing wrong with email, albeit that it is more transient.  So if you want to email Rupert try rmurdoch@newscorp.com and his son is of course ready willing and able to respond to you if you send him a missive at jmurdoch@newscorp.com.  You should be aware that if you write something in a letter, you should feel able to express yourself very boldly, more so than if you publish your comments on facebook or the like.  You cannot be accused of being defamatory if your communication is not “published” ie. sent to at least one third party.  So be a devil and if you feel strongly about something to do with News International complain now. Express yourself!