That's only part of the picture, Sandy. Another part of the picture is the volume of complaints - more accurately the growth in the volume of complaints - made, compared with the number and qualifications of staff over time. (John Macmillan was paid well as Information Commissioner but couldn't possibly do the job from his home office, so left for greener pastures.) That said, if Glen's summary of the conversation is accurate (and I don't doubt Glen is summary is based on his honest recollection) I reckon he's been consigned to the 'too hard' basket by the Ombudsman.