In 2013, the absolutely terrible defamation laws in the UK were improved somewhat. Before then, you basically couldn't have said anything at all, publicly, about this absolutely shocking incident! IANAL, but now I understand they would have to show actual or probable loss of business because of your published statements. Given how much space you devote to saying how much you love their products and how great they are, I think this would be pretty difficult for them. To me, the tone of your article is overwhelmingly one of wanting to pressure them to fix their bad customer service, not one of wanting to harm their business in any way. Customers should have the right to shame agents of large international companies into reforming bad business practices, without fear of legal ramifications. Having lived in the UK, I feel like companies there regularly get away with murder, figuratively speaking, because of the poor consumer protections in that country.