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Thank you Richard Adams for your post. I can assure you that I have many years of dealing with client's complex problems and don't lack insight.

Can I suggest that those posting here read the entirety of the LCSP press note, which is much more comprehensive than the Gazette article. https://www.legalservicesconsumerpanel.org.uk/wp-content/uploads/2025/06/25.06.06-Press-Release-on-FT-Complaints-Briefing.pdf.

The bottom line is that more than 20% of your collective clients suffer in silence when they aren't happy. 88% of new business is based on your reputation. Can you all afford to be distracted by whether I call your clients by the 'incorrect' terminology or whether in your perception the Panel aren't solicitory enough. You need to meet the needs of your customers, they need to know how to tell you and to have the confidence to tell you if there is something wrong. That is pure business sense whatever else you think.