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Perhaps the 49% of clients who did not know how to make a complaint simply didn't GAS.

Personally, I would not seek to learn how to complain about a service I did not intend to complain about.

If I did intend to complain to complain about something, the first thing I would do would be to find out how to complain (e.g. with reference to my client care letter or, even more likely, by googling it).

I am not surprised (but I am very pleased) that my clients' priority when instructing me is not how to complain about me.

"Of those that would not want to complain to their firm, 33% said they would not trust them to deal with it properly, 32% said it would take too long, 28% said it might affect their bill and 14% said their service provider was too hard to get hold of."

Mistrust in lawyers is unfortunately run of the mill. Mistrust in the people you want to complain about is logical.

More to the point, these appear to be pure assumptions (except the last one).

It would be interesting to know what proportion of people who have complained (or thought about complaining but didn't) simply didn't like the outcome of their matter.