The point I'm trying to make is along the lines of lighting a candle rather than cursing the darkness, and although an individual complaint may not cause change, a pattern of complaints may get something done, as by the sounds of it some EH staff lack understanding of the professional mindset appropriate to their role.
I've worked inside a number of bureaucratic organisations, including local governments, which is where the knowledge on how to make the biggest possible splash with a complaint comes from, likewise use of FoI, having been both gamekeeper and poacher on that score! :lol:
Follow the horses, Johnny my laddie, follow the horses canny lad-oh!