Exactly, Dave. I can sympathise to a certain extent with anyone dealing with complaints from the public, (who can be abusive and even violent at times). But when an elderly lady Taxpayer arrives with a genuine enquiry, perfectly polite and pleasant, and is treated with appalling rudeness it's just not acceptable. It's a case of good manners really, which seem to be sadly lacking nowadays. This woman's first word to me was "Right!" Charming!