Earlier this week, I was asked for an update regarding the letter I wrote about the unpleasant experience I had with a funeral director over the telephone. Approxiamtely ten days after the letter was received and signed for, I received a follow-up call from a polite and considerate lady. She was very apologetic and explained that my letter would be treated as an official complaint. I clarified that my intention was simply to bring the matter to the attention of senior management, not to lodge a formal complaint. Interestingly, it turned out the managing director, to whom my letter was addressed, had delegated the matter to her, which, while not entirely unexpected, felt like an avoidance of responsibility. The lady and I had a constructive conversation during which she confirmed that the offending call did indeed originate from their branch - I already knew this! She also asked if I could recall the name of a female staff member who, years earlier, had been visibly upset in my presence...