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"... this suggests barriers to complaining to law firms are 'higher than for many other types of organisation'"

Oh come on. On every new matter solicitors are now mandated to provide half a side of information about their complaints procedure, the Ombudsman etc. There's often more stuff about complaints than about the client's case these days. It is ridiculous. Does your surgeon give you this before an operation? Your banker? Accountant? Teacher? Thought not.

Rant finished. Time for my medication....