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I wonder if those polled were ever asked, 'did you bother read the client care letter and if you had, would you be happy to say that how to complain was included?'. Likewise for information on the website.

Just, maybe, those who do not complain to the solicitors do not do so because there really is nothing in it. Or they lost. Or they just do not like having to pay.
But of course, we shall never be told.