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"LeO found that 46 per cent of its complainants in 2023/24 experienced poor complaints handling, highlighting issues such as inconsistent or complex complaints processes or defensive attitudes when handling complaints."

Why would complaints be consistent between firms?
The SRA/LeO have made the complaints process complex.
Of course firms are goign to be defensive lest something they say be deemed an admission.

And of course ignoring the elephant in the room, those who complain to the LeO are more likely to be unhappy with the firm!