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What absolute nonsense.
All firms are required to inform a client how to complain and who to complain to etc at the start of the case.
This is yet again a direct attack on the honesty and integrity of our profession by a quango who have to justify their existence by coming up with this nonsense.
Coupled with the ridiculous proposal that we should tell all clients at the end of any case that they can complain if they want to even if we have done a fantastic job for them.
You can tell that none of the people suggesting these things have spent even one day at the sharp end.