"
Please once again accept my apologies for your experience and thank you for taking the time and trouble to contact us."
"
That's more like it used to be, so perhaps it will be ok again - in terms of getting feedback.
"as a responsible employer, it is our policy not to divulge the outcome of such action"
I'm sure 'we' understand and respect that and are confident that some suitable action is taken by LB (we may be less confident about some other companies).
"standards are not improving though, I'm guessing not too many drivers are suspended or dismissed"
I suspect that is something of an unknowable, but in view of two series incidents on Princes Street in just over a week - and the Glasgow bin lorry - I'm sure there will currently be a lot of looking at training and other procedures.
Perhaps it's time for some external review too?
Maybe all the internal management squabbles have actually resulted in safety standards slipping(?)