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I agree wholeheartedly with David Abbott. As a legal complaints handler of more than 30 years exprience, for a Regulator, within my own firm and latterly employed by another firm specifically to handle complaints, I have seen this from many angles, and the one thread through it all is that there is the most curious and shocking reluctance on the part of (some) lawyers to listen to complaints and understand what motivated them - and to change their attitude. It is a kind of arrogance that does not do the profession any favours. Getting the law right is only half the battle in a service profession - you have to get the service right as well, and that means a bit of humility at times. There are many people, especially those who are relying on a solicitor to navigate them through an area in which they are relatively helpless, who need more support than they currently get when they are unhappy with a legal service. Open ears are required hear, not closed minds.