Yikes, that doesn't sound like much fun. Perhaps they decided in the wake of that that admitting to mistakes was better PR in the long run...
Though really, I don't think this is about admitting to mistakes versus covering them up. I think it's about having good enough records to notice that you've made a mistake. I was just really impressed that they had records of whether they really had sent me various letters or not, and that those records were accurately enough kept that they genuinely did log the failure.
(Apparently they stopped sending me letters some months ago because one came back "addressee unknown". I can only assume something went odd within the Post Office; my current best theory is that the letter was misdelivered to Howard Road rather than Howard Close, and the person at the same house number there understandably didn't know who I was...)
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Perhaps you should tell John Munden (http://www.google.com/search?q=john+munden) about the Halifax admitting to mistakes.
Though really, I don't think this is about admitting to mistakes versus covering them up. I think it's about having good enough records to notice that you've made a mistake. I was just really impressed that they had records of whether they really had sent me various letters or not, and that those records were accurately enough kept that they genuinely did log the failure.
(Apparently they stopped sending me letters some months ago because one came back "addressee unknown". I can only assume something went odd within the Post Office; my current best theory is that the letter was misdelivered to Howard Road rather than Howard Close, and the person at the same house number there understandably didn't know who I was...)