Customer complaint escalation: CEO emails

December 3rd, 2008 7 Comments By Paul Nikkel

If you need to go straight to the top with a customer complaint here is a website that lists email addresses for many UK companies. There isn’t a date on the site so it’s hard to know how current some of the info is (not sure the Woolies one is still working….) but it may be a useful tool in any case. The site was last updated November 26, 2008 so the information should be current.

One would hope that the customer service reps at a company would happily and efficiently sort out your problems. The reality is this is the point most companies fall apart. Skipping straight over the CS rep and going straight to the top won’t necessarily get you a reply from the CEO but their PA will likely read it and there’s the possibility of it going on their radar.

As with any complaint keep your email or letter polite, reasoned and to the point. Ranting and threats rarely go down well when making complaints and you’re probably better off structuring an argument that shows how hard you are trying to love them as a customer. This doesn’t mean you should accept the excuses given though – be firm, know your rights and continue to fight your corner.

CEO emails for UK companies

Comments (7) Jump to most recent comment
  1. The first group made me laugh as they aerospace and weapons companies. The humour came from the likely complaints the CEO will have to handle. Dreams …
    “Now then Mr Bill Haight, MD Atomic Weapons Est, about these Nuclear Warheads that you have been servicing for me …..”
    or
    “Dear Ian King CEO British Aerospace. Your marketing literature for Eurofighter promised me ‘Real Performance, Real Advantage.’ However, in yesterdays dogfight to the death ….”
    :-)

  2. Posted by chrisg December 3, 2008 at 11:52 am

    This is a tactic I’ve used extensively in the past, and it pretty much always guarantees results if you are in the right.

  3. Posted by gary_rip December 3, 2008 at 11:55 am

    When you say there is no date… do you actually mean that you didnt bother looking?…

    “Last updated 26 November 2008″ – right at the very bottom in big writing.

  4. Posted by Paul Nikkel December 3, 2008 at 12:05 pm

    Thanks – looked all over and couldn’t find it :)

    @FirstAde – Love it :D

  5. Posted by Peter Tobin December 3, 2008 at 4:22 pm

    I have had great success in the past with this approach. I find that a direct appeal along the lines of “do you really think this is good customer service” works well with senior people but falls flat on simple CS reps. I am not sure I would email the CEO though, I oftern write to the director of customer services.

  6. Posted by Mike Hock December 4, 2008 at 8:32 am

    let_rip, you really are a CNUT! I couldn’t be bothered finding the correct spelling of cunt, you tell me, you must get it all the time, if you have any complaints, send bitter-wallet a polite, well structured, to-the-point email you tawt!

  7. AS I MOHAMMED SAQUIB HAVE A COMPLAINT THAT MORE THAN 10 TO 15 TIMES I HAVE WALKED TO GET A VOILENTER CARD I THERE WAS NOT ANY PROBLEM FROM LAST FIVE YRS I HAVE SENT THIS MAIL TO HONBLE MINISTER FOR HAJ MR MUMTAZ ALI KHAN

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