As a follow on, I sent my email as quoted, I got an automated reply saying he was out the office but I could call.......
"For urgent issues, please call 01277 326186, the messaging service for this number is checked most days between 8am-6pm.
If it's outside of these hours or, I'm not dealing with a current active complaint for you, please try our Customer Service team on 0800 800150."
I rang the 01277 number and left a message. Within 20 minutes they returned my call and left me a message on my answerphone thing saying they will call on Monday. Now that is pretty prompt so how about everyobe ringing that number on Monday to tell them what we think of them. As the original poster (Eli ) said, this Mark guy is very high up in the pecking order. Let's hammer them with calls and complaints.