Welcome to TM - v v sorry to hear of your problems:((
As said email to Steve Morris the MD is the way forward.
My experience is that a traditional letter send by recorded delivery is a good backup: he replied to my letter, but it did take 2 weeks.
If he is anything like me e-mails come into the "in box" in such profusion that they can get overlooked and so seem to be ignored.
A letter, "typed" and printed on good quality paper (I used 100gsm) is now "unusual" at attracts attention, especially if the salutation and signature are made personal, using a good fountain pen!!
It is funny how things change...!!
