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@ExTra
Sorry don't really have the patient to read the entire post but I have had similar experience recently where they said the bus driver whim I complained about would fact disciplinary action and when I asked to be informs what sort of actions he'll face in details the company used data protection acts as an excuse. I was too busy and never got round replying with saying I am entitled to the information under the freedom of information acts. Besides, I was partly thinking it'd be a waste of my time to take it any further. If they take it seriously then they do, if they dont they I doubt there is anything we can do to change it...