Wrote a complaint to Virgin Trains East Coast, after being advised to over the phone. My complaint was about the air conditioning not working in a few coaches on my train home last week, and the issue being handled badly by the on-board team (avoiding the coaches affected).

I've received a response tonight apologising for my journey, and that a trolley service can't always be provided when trains become extremely busy, as it's difficult to make its way through the coaches.

I'm absolutely bewildered by the response. It tells me that no one has bothered their backside to actually investigate the complaint, and even worse, they've tried to use the wrong template to fob me off.

I wonder what words they'll use to describe the reply I've just sent them....