What a car crash. Well done Co-op for doing a reverse ferret, but my god they should never have got into this position. Very clearly it wasn't a rogue employee as most of this stuff is managed by an agency or call centre staff operating off a narrow set of instructions so it would have been escalated in the first place. Someone I the Co-op thought this a good approach and then it obviously went further up the chain and they did a U-turn.
You never accuse a journalist like Andrew Neil of anything without being on solid ground. Well done Andrew for calling them out - the spectator will be happy and they've had a good day.
I think this whole sorry tale demonstrates the febrile nature within companies and their terror of being seen to not be inclusive - this was one random tweet that triggered this, not a petition or campaign. I wonder if some corporates will now see that the emperor is wearing new clothes and they don't have to turn themselves inside out to every accusation and beg for forgiveness. It is OK to note someone's objections and not do more. You don't need to debase yourself in the process.