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I have dealt with many complaints over the years. We tell people how to do it before we start work on their matter. They complain and expect to not pay bills, hold out their hand and say "where is my compo now?" in other cases. If they are justified we apologise and try to restore balance. If they are not we go to war with them and make them wish they had never been born, we do not expect nor give any quarter. That is what you asked for. I have never seen so many people suffer "mental anguish and distress" about receiving a letter telling them what they do not want to hear. God knows how they would react in the face of real tragedy. Shameful when you think about what the war generation endured, for what this load of ?