When a company like B&Q announce that they no longer use email and you have to send a letter of compliant by snail mail does anyone doubt it's merely to insulate the management from hearing the complaints of their long-suffering public? If I were a principle shareholder of a large company like that I'd be grateful to every customer still willing to complain rather than shop elsewhere. It's the most valuable feedback possible. When someone gets great service from a company like B&Q they tell one friend. When they get messed about and hide from their customers they get a public post to at least 5,000 people on Facebook.