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I am prepared to accept that this initiative may be well-intentioned, but I fear it is unlikely to lead to better outcomes for those who raise complaints.

There is a lot of sense in setting out basic standards for solicitors regarding the way complaints are handled, and various Quality standards (Lexcel, ISO9001) address this more than adequately.

However, if a model involving standard letters should become the norm, then I fear we will see what I observed in my banking career - championed by the (then) FCA, and providing uniformity for those (regulators) compiling spreadsheets, but introducing language set at Primary School reading age levels, repeating back to the complainant every word they themselves used in their complaint, and eliminating any prospect of addressing nuance or of demonstrating empathy.

Anyone who has ever complained to a bank or an insurance company will be familiar with this way of industrialising the handling of complaints, and it has no place in the legal sector.