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Unfortunately, quite a number of people are just nasty, abusive, stupid and ready to complain by their very nature at the slightest opportunity. Not getting exactly what they want in an often complicated legal context just makes them even more nasty and more stupid, more abusive and more ready to complain. Put a heavy handed complaints procedure in front of their nose without any constraints and they will use it - they may as well; it costs them nothing and they get the satisfaction of causing someone else considerable distress and being abusive and nasty anyway, whatever the result!

I really do not believe the authorities actually appreciate just how many such unpleasant people there are out there in 2016.

LB