Complaint escalation process

[#1]

Can someone point me to the complaint escalation process please? Support says that there is not a formally documented one

[#2]

http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml?&wizard=1

[#3]

A quick search for 'plusnet complaints' in Google gives this as the first hit:
http://www.plus.net/support/service/policies/complaints_code_of_practice.shtml

[#4]

As per my reply here: http://community.plus.net/forum/index.php/topic,134422.msg1176271.html#msg1176271
FYI there's a manager escalation ticket open at the moment so someone should be getting back to you soon.