Hi
I had a similar thing recently with Acorn Pet Stores in Musselburgh (tiny cages and no hay). I wrote to their Head Office - their response was disgraceful! I was so angry that I contacted the SSPCA and also the council. As a result of that, the cage sizes have been increased (although still not as big as I think they should be) and they now have hay - so a step in the right direction! And as far as I'm aware the store is now being monitored.
Good luck with your complaint!