Quote Originally Posted by lastlid View Post
Correct me if I am wrong Arthur....I thought that was the essence of UK government departments?
It IS ... basically! Whilst fundamentally, the role of the civil servant is to implement with integrity - and to the best of his/her abiliity - government decisions channelled through the appropriate department(s) by which he/she is employed ... of no lesser importance, is the duty to ensure that the affairs of members of the public - whom he/she equally serves - are conducted sympathetically, efficiently, promptly ... and, above all, fairly.

Clearly, in Marco's case, the individual concerned has fallen short of this standard ... and ought to be disciplined.