I've just had a run in with a well known institution in Dulwich. I tried to get my problem sorted out in the morning, but with no luck. I got angrier and angrier over lunch and went back in the afternoon,. This time, the "we're all volunteers" schtick didn't work and I demanded the person in charge,. She arrived and said she'd heard about my complaint in the morning, but "There's only me and I was on a bad mood". So now you all know. If you're in a bad mood, what do the customers matter.