Thanks for the advice. I have edited the letter so that I am writing now to apprise Ms Blacklaw of the situation and acknowledging that this is a situation that was forced on them. I think, though, that I will still write to Ms Blacklaw because in my experience in other organizations, letters that come to senior managers often get more careful attention and strategic action, even though they were sent to the wrong senior manager. Complaints to generic e-mails, on the other hand, tend to just get fobbed off.

I'll keep people posted.