...finally! I had 2 letters within a week after writing directly to the BBC Complaints department. I also mentioned that I was a librarian and quite shocked (yes shocked!) at their enquiry "service" which might have just swung it! Basically they apologised but said it wasn't their fault, it was a company they contract queries out to. Apparently the Commissioning Editor doesn't exist anymore. Funnily enough, the company they blame just happens to be at the same address that the Commissioning Editor was this time last year! Honestly. But at least hubby has a letter now and is kind of happy.
Now who can I email stalk now?!