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I can't help wondering if the responses would be differnet if they had asked people at the point their cases / matter was concluded. if there were asling people who used a solicitor in the last 2 years presumably some of those respondents would hav had their last contact with their lawyer close to 2 years previously - how many people would remember what information they were given about compleints after that length of time?

I'm curious also about whethr they looked at the actual information people who said they didn't know how to complain, were given? Of course we need to ensure that information about the complaints process is given to clients and easily accessible, but it's not within our power to make people read the information they are given, or to understand it.

I wonder whether any questions were asked about what steps people took to find out what the process was, of what specifcally they found difficult . If 55% found it easy to find the information about the ombudsman then it seesm to me that's probably not bad, I'd be inerested to know how it compareswith howeasy people find it to find other information in other contexts (e.g. what the answer would be if they were asked how easy they found it to get infomation abotu (say) appeakling a DWP decision, complaining about a doctor or about a train operator or a bank.)

I'm sure that there are wys we can do better and that some firms do this better than others, but I'm not convinced that it's genuinely a problem in the vast majority of cases.