To my knowledge, India is BA's own call centre and not related to the teams that deal with email/post, which are outsourced.

The postal CR address is:
British Airways Customer Relations (S506)
PO Box 5619
Sudbury
Suffolk
CO10 2PG

This is dealt with in Sudbury by a company called Prolog.

So this is a solution to having it read by someone in the UK, but whether that will materialise into actually getting fed back to the relevant place, who knows

Calchas' suggestion of /welldone is best for the crew praise, but the complaint aspect I suspect will get filed in the bin no matter where its sent.

As for sending to Mr Cruz, in our company (UK Rail & Bus) any complaints sent to our MD would be read by our MD, and responded to by one of our customer service managers. Whether BA would do anything like that though is anyone's guess.