You are quite right Phil.
I complained recently to a Doctors` Surgery about its process for handling requests to see/speak to, a Doctor.
The Office Manger responded to me (following her return from holiday?) and had the cheek to add at the foot of her response that its standards of performance included taking 6 months to respond to correspondence ! Now, if I was appointed to that Board, I would demand that each member who had supported that standard, should resign . Professional incompetence ?