
Typical DWP et al!
Government (local and national & the Quangos) spend a small fortune coming up with reems of policies, proceedures, guidance then cascading it to every member of staff. Then, at the first sign of a 'complaint' they capitulate and issue a grovelling apology to a dimwit, I quote "We are committed to provide a customer service which embraces diversity and respects customers' religion."
Branch boss Wendy Flowers (a made up name if ever I heard one!) should be sacked and have rotten fruit and veg thrown at her in Ye Olde town centre.
At least they hit the 10 working day deadline for responding to a complaint.
What a country!