Thanks to Steve Crabb for raising the subject of customer service in his blog (“Do organisations actually care about their customers?”, 27 March). I have similarly suffered at the hands of complaints procedures – I am currently locking horns with my internet service provider.I fear that people who work in complaints departments often have a thankless task. They do not have a clear understanding of the system of work that led to the initial failure of a product or service. Crucially, they do not understand the difference between variation built into the system and that due to a unique event. This inability leads to wrong “corrective” action being taken.