Like any company the CAA has its better employees and the not so good employees.
I had to phone the aircraft registration department a couple of weeks ago and the chap at the other end was superb, bending over backwards to help me and was very friendly!!!!!! However it is the bad experiences that you always remember!!!! I still remember when I phoned FCL a few years ago and the chap was so arrogant and answered the phone by moaning 'Yes', I asked if that was the FCL department and his reply was 'Well, mmmm I hope so!'. He went on to give me a load of waffle on the phone, none of it being true, which made me phone again a few days later with the same enquiry. On the second occasion, I dealt with a chap who was great and more than willing to assist!
Manners can't hurt can they?
MG