This is surely no way to answer complaints

摘要

Transport for London's new complaints procedure seemed an excellent way of pinpointing wider problems and ensuring that operators responded promptly when it was introduced a few years ago. rnHowever, if the experience of a regular (and patient) correspondent is typical, it shows an incredible unwillingness to understand that there is a problem. And when he explained it all again, he received an entirely inappropriate (and slightly condescending) reply that totally missed the point.