Poor service from agent

Hi Mr Tan,
My sister-in-law recently wrote in to X to feedback and complain about one of their agents. However, the response from the company was not quite what we expected. Is there anything that you could advise us to do? Or would you be able to post our letter on your website?

COMPLAINT
1. It took X 2 weeks to give me a written reply
2. The reply has not sufficiently given us the assurance that the next agent will be any different from the one that gave us an appalling experience.
3. It still does not answer the questions posed with regard to how your agents are trained, and what kind of action you will be taking.
4. X did not take this feedback seriously and did not call to verify what happened
5. The agent did not bother to call the policyholder to apologize.
6. It seems that this sort of behaviour by the agent is encouraged by X.