Complaining to the regulator - OFCOM

I was under the impression the regulator worked for us and that it was in place to help assist when the usual complaints process proved unsatistactory.
A quick look at the OFCOM website suggests this is not the case and my only avenue is to complain to BT about the dreadful BT complaints procedure to get my phone & broadband issues fixed.
Is this correct? Has any one has success with BT's formal complaints procedure?

Hi Feehary,
I'm sorry to see you're having problems with your BT service. If you need any help getting this sorted please use the 'contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.
Thanks
Neil
BTCare Community Mod
If we have asked you to email us with your details, please make sure you are logged in to the forum, otherwise you will not be able to see our ‘Contact Us’ link within our profiles.
We are sorry but we are unable to deal with service/account queries via the private message(PM) function so please don't PM your account info, we need to deal with this via our email account :-)
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I've had the single-worst customer service experience I've ever had with an online retailer when I tried to buy 3 iTunes email gift certificates on Xmas Day, and I want to send the story of this nightmare to someone who might actually care or do something about it.
I'll post the story that I sent to the Level 2 support supervisor below, but she ended up doing nothing to fix my problems & then refunded my purchase instead of trying to fix the problem. I want to complain about her & the service in general...who do I go to?
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Here's the deal: On Christmas day, I wanted to purchase three $20 email gift certificates from iTunes. They were for three separate people, but all were being sent to the same email address:t
At first I tried to pay via PayPal, but that did not work; I did everything properly...got sent to PayPal's site, authorized the payment, and PayPal says "You have successfully created a billing agreement". But then when you hit the "Return to iTunes Store" button, a "Launch Application" window pops up that says "This link needs to be open with an application" Then the white part of the box says "iTunes, there's a "Choose an Application:Select" button. At the bottom of this box, there's a checkmark box that says "Remember my choice for itmss links".
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This exact thing happened back in November, I worked with many iTunes techs, and I thought it was resolved...but apparently it wasn't.
Anyhow, back to Christmas day...I went ahead and bought two of the certificates using my debit card. They went well, but then when I went to purchase the third card, a box popped up & said "You cannot make any more iTunes purchases. Please check back later". That's right, you were telling me NOT TO BUY ANYTHING ELSE, even though the debit card was fine. So I changed the credit card info to another card, and I was able to purchase the final certificate.
But I noticed I didn't get any receipts in my email...I figure it was a busy day, it'll just take a while. About 6 hours later, when talking to the recipients' father, I told them I sent the certificates, but they checked, and nothing had arrived. I came home, & opened the transactions & hit "Report a Problem", then went to bed.
The next day, Monday, I noticed that the receipts finally arrived in my inbox. So I figured this meant that the cards were sent to the recipients as well. I was so certain of this that I didn't check with the recipients until Tuesday, and they said they had not received anything.
Now it's Wednesday, and I get the follow-up email from Raffi in your customer service department, and he sent me some 'canned' crap about " This can happen if the recipient's email address was typed incorrectly, or if the Gift Certificate email was deleted or filtered as junk email." I'm not a moron; I entered that email address correctly over a dozen times, and the recipients aren't morons; they know how to check the spam filter, and they're LONG TIME Apple customers who deal w/iTunes all the time.
He also told me how to 'Resend' the certificates using the 'resend' button when you pull up the transactions in iTunes 'Account' info. But when I tried to resend them, I got a message that says "Your request is temporarily unable to proceed. Please try again later". That message STILL comes up, over 24 hours later.
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Why am I prevented from buying things with PayPal.
Why was I prevented from buying the 3rd certificate on Xmas day?
Why am I unable to resend the certificates...it appears I'm 'blocked' on this, too.
Why haven't these certificates been delivered?
I'm REALLY furious over all this. I thought Apple was supposed to be the best (we're new customers, buying our first product in November, an iPod Touch)...but I've had nothing but problems. Not from the product, but from trying to SPEND MONEY WITH YOU!!!
I want answers. I want YOU to send official, Apple-branded email gift certificates to the recipients. I do NOT want to send them an email from me with the redemption codes, which show up in the transactions when you pull them up in 'Purchase History' in the 'Account' screen in iTunes.
Here are the receipt & order numbers for the transactions:

Sorry to hear about all of your problems but this is a user-to-user discussion area and not Apple employees.
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Complaining to the regulator - OFCOM

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