Speak Your Brain - Defend Your Honour

They're on the defensive. Its their job. When they get a complaint they're not going to weigh up the argument and carefully work out the facts, analyse the detail of it all and then reply in a way that appreciates that you have a complaint worth listening to. No. They're going to defend The Corporation, no matter what.
hmm...but consider how seriously the BBC take complaints compared to other media owners e.g. how phone scandals were treated by GMTV and the BBC. The BBC are accountable to the Government, the Trust and the media. Also, complaints / scandals give the opportunity for factions w/in the BBC to stick the knife in on each other e.g. News' coverage of Sachsgate - I'm sure J. Ross' comment about how many journalists he was worth fuelled some of this.

It's clear that Associated are keen to start a campaign of refusal to pay the license fee - this could all be grist to their meal. Fancy that, your complaints could end up fuelling a Daily Mail hate campaign :S