Here's another one for the Scrap book.

I saw a client today with an IS query that should have been resolved with one phone call.

Client is literally unable to speak (so can't give verbal authority) and, in any case, has no English.

Phoned Canterbury BDC - explained this and it was suggested that if the client can't give authority, he should phone using language line.

The adviser confirmed that she had never heard of the guidance document 'Dealing with Customer Representatives' - I'm not sure I've come across anyone that has...