I wouldnt trust an email to their mailbox. I filed a grievance re: missing avios via their online form and they got back to me within a week via email. I tried responding back to their email but at the bottom of their response they stated they do not check the mailbox the email comes from so I went back to the website and filed my response on the online form. Again, they got back to me in less than a week. sorry the ba.com site is down for me at current else I would include a direct link.