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Seems to me that what he wants law firms to seek is really just suggestions as to how the service could have been even better.
Not complaints at all.
He wants to widen the definition of complaints to build his own regulatory empire.
The level of regulatory micromanagement of private sector law firms is already oppressive, counterproductive and disproportionate but he intends to go ever further.
He and his ilk are wrecking the profession and harming the general public in the process.
Everything is taking longer and costing more as a result of people like him.
They are generating a culture of fear that will drive away anyone who considers a legal career. With the reducing numbers of workers in relation to retirees there soon won't be enough solicitors to service the demand.