What is the Dell procedure for complaints about Customer Service?

Ideally, good Customer Service would have an end-to-end published procedure, with published customer service policies, so that customers can work collaboratively and in an informed way with Dell to resolve issues.

The consumer guidelines advise to first 'Escalate within Dell', before escalating to Citizen's Advice; ombudsman; The Competition and Markets Authority (CMA) etc. (I'm in the UK). I am happy to do this. The Dell technology has been good for me. This is about the Dell Customer Service, which seems to have changed.

Consumer guidelines advise to: "...ensure you've documented all your attempts to resolve the issue, including dates, names of support staff, and a summary of the troubleshooting steps. You can try escalating your complaint to a manager or supervisor within Dell.".

This has not proved easy or productive so far, with Dell (several attempts at polite contact/ dialogue, with no substantive response), hence my enquiry about What is the end-to-end procedure for issues about customer service?, and sensibly, What is the customer services email channel, with a named person/ case file, to eventually contact? (not just "contact support and/or sales on chat or phone").

I've kept this question generic, because it not about my particular case, but about the generic way to deal with Dell, if there is a Customer Service support issue?, - a service, which Customers have paid for.

I have also searched on the Dell site, Internet and this forum for answers but lots of people seem to be asking and are interested in this question, but no one seems to get clear answers, so good, clear details would be appreciated.

Thanks and regards.