Ultimately I guess what I am getting at is that because you think they are past caring because of an experince some 5 years or so ago does not mean that they do not care now.
Non sequitur.
I wrote to the company with two fairly serious complaints requiring action and despite this being was 6 weeks ago and I have not had a reply. I know they received the letter as I did a trace on it, using the registered number.
One can only conclude that customer service is not the priority, since I am a gold card holder.