I made a complaint in October 2022. During November I received a "sorry we haven't replied response" with a further one in December. By June I had not received a response so requested one. The response was as below:

"Dear ManAtTheBackAn update from British Airways

Thank you for coming back to us.

When our customers report an issue to us, we do everything we can to put it right immediately. Some things we can resolve either straightaway, or a short time later if we have to consult our colleagues. Realistically, some of the issues can take longer, because we need to research the right solution before we can make a change – either to our aircraft or terminals or in the way we serve our customers.

Although, no words of mine can change what happened, but I'm genuinely sorry for the problems we've caused. The level of service you've recently received certainly isn't what we want our passengers to experience, so we’re very grateful you’ve taken the time to let us know what happened.

Thanks again for getting in touch with us. I regret the way your journey with us was affected. We know we must continue to improve this aspect of our performance if we are to deserve your confidence and trust. I hope you'll have a much more pleasurable experience when you fly with us again soon.

Best regards
Name
British Airways Customer Relations"

So after 7 months no indication that BA ever actually read my complaint.

For reference, the issue resulted from the cancellation of a late evening flight from GLA to LCY as the aircraft went tech after passengers had boarded. I specifically stated in my complaint that I was not complaining about this. We left the aircraft at about 10.00pm, and were provided accommodation about 1.00am arriving at about 2.00am.

Then the real problem started. Upon arriving at around 2.00am at the provided hotel, it was not aware around thirty passengers were coming and demanded payment from passengers. One lady had severe mobility issues and did not speak English and did not understand what was happening, and another did not have any means of payment and had to obtain a loan from a stranger. Upon phoning BA I was told that BA would not abandon passengers, strongly implying that I was lying, and blaming the lady with mobility issues for not having arranged the appropriate assistance.

In the morning I was told by another passenger that BA had subsequently notified the hotel and the hotel would refund passengers if they asked at reception, but there was no communication directly from BA on this matter.

When I arrived at LHR, I asked to speak to a manager but they refused to speak to me and just walked off!

BA's response was clearly a fob off with no evidence that BA had ever even read my complaint and consequently that they had even considered in what areas they might need to improve.