So, on 17 March I sent Iberia another fax asking for the name and contact details of a manager or supervisor to whom I could complain. Of course there was no response. However, the following day I noticed that at long last some points had been credited. This was enough to take my total over the gold threshold......though my account was and is still listed as silver. I'll give them a couple more days before I raise that one ! That might decide whether or not I really pursue the supervisor/manager complaint ......