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".........Philip added: ‘It makes good business sense to handle complaints well. This report shows some firms are doing positive things to tackle problems, but there is still some way to go. This is not about template responses but understanding your client and responding to their individual needs and expectations.’......... "

- I guess he means that we should 'understand' that many of these 'complainants' need to be sectioned and the 'expectations' of the remainder is simply to have have their bills reduced for no good reason!!!

Just what planet does this guy live on?

LB

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