Quite agree, Biddendenmum - I wonder how many phone calls have been fielded today? One email could have saved most of those, yet nobody seems to see the whole picture and do something to change it.
I expect the people who answer the phone are fine with it, and the people plodding away rewriting the letters (if that is what they're doing - that's what I was told, there was no mention of illness) are quite happy doing that. It's US who are going up the wall! The clerk told us we would definitely hear "by Friday" yet everyone behaves as if it doesn't really matter, as if we haven't got our lives on hold until this is sorted out!!!
I feel a letter coming on, Etienne, definitely. But for now my life is on hold so I can't do anything except post on here.