FOLLOWING recent correspondence on the subject of British Rail complaints, Lynn ten Kate writes to say that she cannot agree with the suggestion that BR does not give proper thought to its customer relations.

She reports a recent experience. 'I complained to the man checking our tickets that the carriage we were travelling in was filthy. He immediately whipped out his wallet and handed me a notice provided by British Rail, which read: 'I'm sorry that I cannot help you . . . ' '