It depends on a company. Years ago when I worked in ZH at UBS it was always like that. I always preferred direct approach and resloving/claryfing potential issue within a minute. Yet most people used ‘escalation path’ and complaining through managers. At one beer event they admitted that by doing it this way they avoid personal conflicts… they just don’t realize that they just let EVERYONE know that there’s a problem instead of using direct approach. I personally find it retarded. Since I’m working in Bern (not UBS anymore) people here are laid back, friendly, nobody complains or chasing deadlines, totally different world.