That's really bad whatwould. As you say, everyone knows they're busy and delegate lots to their offices, but they should at least discuss casework, be passed sample correspondence, come up with template letters on certain local issues and so on. Not just say "ah, I'm not looking at that" and have done...
I've emailed my MP and MSPs for various things over the past 5 or 6 years (I never used to! I think I've become radicalised...) and although I've had various quality and speed of response they have all at least nominally replied, either under their own names or the staff member claims the MSP has instructed that a particular response is given... Interestingly though (and this probably narrows me down to a small number of streets in Scotland
) I haven't had an SNP MP or MSP in that time which may explain it...
Mind you, DH wrote to JS and got an answer to a question he didn't ask, and DS wrote to NS (when he was 7...using his best handwriting and everything. Something about polar bears. I can't say I was too happy about it, but he insisted) and didn't get a response at all. So the Wanker family's experience with communication with the SNP hasn't been great.