Dear Mrs Leakey,

Many thanks for your letter and for the enclosures. In turn I apologise for my show of impatience and for expressing any doubt whatever about your commitment to deliver. I should have known you'd chase the print services department until they gave in. Infuriating, isn't it, to experience long delays? If there's a next time, you could always make it a formal Code request …

In case you were wondering, I was genuinely interested in the information you sent and (wearing another hat) I'm familiar with the EMAS scheme and was pleased to know that the MCA sources paper from an accredited source. You will remember, though, that what prompted my original enquiry was a flurry of one line acknowledgements and/or refusals on large sheets of papers. But Mrs Thayer's got the message now: it's amazing what she can squeeze on to a compliments slip.

Thank you too for explaining that you haven't recently had a promotion. Anyway, I would hope your colleagues appreciate your robust replies as much as I do.

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