I volunteer at a charity to help laypeople with difficulties with the government.
Whenever front-line staff are rude or unhelpful, we directly email or telephone Managers, to convince them to intervene in the complaint. But some Managers simply devolve complaints back to the original staff who failed to help. I already tried to write:
I prefer to interact with only you or someone more senior, but not with junior employees as they have not solved our difficulty. Thank you.
But these managers reply:
As I already explained to you, as a Manager, I have other duties and cannot help directly with your emails. I must devolve your complaint to my junior staff: please liaise with them.
How can I sway these Managers not to devolve? Enough time has been wasted trying to communicate with junior staff.