Final update to this story post visit from the manager of the Edinburgh depot for City Link. Pleasant chap explained that the driver we had was a third party associate of an unpleasant sort and that there were reviews underway in order to face the weather more successfully next year and took a look at my poor jigmat that will soon be returned to the heavens.
Overall, the response was good. I don't know what would have happened should I have left it to the normal complaint channels, which can vary in quality of response, but considering the response was a full apology in person plus removal of one driver for one seriously abused package - that's customer service in my opinion (not that job termination works in every case!). Bravo. read more