Standard Bank response to complaint is shocking

My mother worked for Standard Bank for many years. It was her delight and joy; she is very proud to have worked there, and has attended their annual pensioner's lunch faithfully every year since retirement.

This year the PE lunch was held at a hotel. It was chaos, and although my mother - sent the organiser at the bank two emails prior to the pensioner's lunch, to confirm her dietary requirements (vegan), she was not catered for.

She had to endure a plate of spaghetti with tomato sauce so runny, she needed to eat it with a s****, and dessert was a banana and raisins (upon her suggestion). The hotel said they did not receive notification from Standard Bank about her requirements.

It spoiled her day and has left a bitter taste in her mouth.

The hotel - not even being the one at fault - offered to make up for it by giving her a meal on the house, but the bank dismissed the matter as silly, which is why I am forced to take the matter public.