Money and language

A relatively large proportion of emails and letters sent by the customers to the savings bank "la Caixa" refer to language questions. Assuming that only a very low percentage of people concerned about a subject decide to take action, it seems fair to conclude that linguistic aspects of the bank’s communications are a matter of some importance to its clients.
Almost all these emails and letters (favourable or not) focus on the subject from a personal or social perspective which is far removed from the guidelines and the procedures in place in organizations. In this article we present some possible explanations.