I wrote to East Midlands Trains last week to claim a refund for a cancelled train. Yesterday I received this reply:

Dear Ms Rhodes

Thank you for writing to us on 13 November 2008. We realise how important it is to provide a quick response, particularly if you have had a bad experience.

Although we aim to respond in 5 working days, you will definitely receive a full response within 20 working days of us receiving your letter.

Yours sincerely

Carol Payne

I was mentally composing a response along the lines of:

Dear Mr Payne

I am writing to you to confirm that I have received your letter confirming that you have received my letter. Although I aim to respond in 5 working days, your letter appears to be a waste of everyone’s time and, as such, not deserving of a response.

However this morning I received 4 vouchers for £5, £10, £5 and £1 so I probably won’t bother.

National Express, on the other hand, have yet to reply to any of my letters.