That all sounds very decent and noble – but the people are paid by John Lewis to carry the message and to promote the attitude which you are having to deal with and which is causing you all of these problems, using up scarce public resources in the County Court and also taken up our time as a volunteer advice group. If these people's names are known they will then think a little bit more about what they are doing and maybe they will speak their line managers and maybe somebody will feel sufficiently uncomfortable to reflect on the way they are treating you and other customers. I'm afraid that protecting these frontline staff in this way simply protects management who prefer to hide behind the skirts of customer-facing fodder, and provides no encouragement or motivation to change anything. I'm quite sure that you know people who go to a restaurant, get an unsatisfactory meal or unsatisfactory service and still leave a tip when they leave. I'm sure you know people who go to a restaurant, get an unsatisfactory meal or unsatisfactory service and still pay the 10% or 15% "optional" service charge which is added to the bill because they are simply too embarrassed to quibble. It's up to you but you aren't helping anybody – and in fact you are causing problems for the majority.