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I suspect the vast majority of solicitors behave perfectly properly in relation to complaints and sign-posting but there are still some who think that it is unhealthy to make it clear how someone should complain if they are unhappy with the service. It is not unhealthy, it is the mark of a profession that is confident in itself, and we should not be afraid of clear sign-posting. If you are listening to your clients you will know whether or not they are happy and if they are not you should not be letting it get to a complaint anyway. Many solicitors ask for a satisfaction rating at the end of a matter in the hope of getting a commendation, and really what is the difference in principle between that and letting people know they can tell you if they don't feel they had a good service? Don't you want to know?