The Gazette Online user who says: ‘Surely it’s too early to tell me about how to complain? It makes you nervous they won’t be any good – what are they trying to tell me!?’ in relation to the report Research into Client Care Letters is right.

What sort of introduction is it to a new client to say: ‘Hi, welcome aboard, we’re going to look after you and this is how you can grumble about us’? It is a negative when we should be focusing on the positives. It evinces a lack of confidence when we should be assured in our abilities. It sends out entirely the wrong messages to the client.

Barry Borman, Edgware