Although going to the top is usually my way of getting a complaint sorted out, Michael Grade is a governer of the BBC and is not the right person to address complaints to. Have a read of this part of the BBC site
http://www.bbcgovernors.co.uk/about/dontdo.html

According to the BBC site, this is the way to start complaining
http://www.bbc.co.uk/complaints

If enough people complain through the proper channels then the proper people get to know what our disgruntlement is - strength in numbers type of approach.

There is an appeals procedure in which the Governers do get involved.

In the first instance complain through BBC information - put your points clearly and don't be rude! If we start getting the same reply then write again complaining about "standard replies"

Have fun!

Cheers
Mark