I raised a ticket 2 weeks ago in relation to a security issue flagged by Norton Security. After a week and no feedback I contacted Support and a commitment was made that I would be contacted. After several more days and no feedback (there's an ongoing theme here) I contacted Support again and a further commitment was made that I would be contacted next day. Once again, no feedback so I contacted Support yet again and asked for a Complaints Procedure because this is just shabby, unprofessional and totally unacceptable, especially when you have to queue for maybe an hour to get a chat session, and Support need to be held to account. No Complaints Procedure was made available, there is no route to escalate. I did see that Symantec named Keith Bird as its next managing director for Northern Europe so unless someone can offer an alternative escalation route I will try to email him or send snail mail.