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My flabber is well and truly gasted. We are already over-regulated, and in my experience clients are already very aware of their rights. In my mind, all this will do is nudge clients to either a) lay a complaint because we've stressed it so much that we must want them to make one, or/and b) give certain clients (and we all know these types of client exists) a 'get out of jail free aka let's try and get a rebate on the money I've paid card'. I might sound cynical, but I've been doing this a long time. Might be time to retire...