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Here's an idea.

We now have to bombard clients with overwhelming amounts of information that the start of the case - because the clueless quangos tell us we have to.

So obviously clients never read it, because who would.

I suggest that the 50% of clients who didn't know how to complain never read the relevant paperwork provided to them - and did not need to because they never in fact needed/wanted to complain. However, had they wanted to complain, they could/would have checked said paperwork and discovered how to do it.

If that's the case, I don't see a problem.