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David, while I agree with the general implication of your comment that action should be taken by the SDT (and not the LS as you say) based on the facts of the case rather than the status of the complainant, I am disappointed by what is becoming a bit of a trend on these comments pages - that clients are generally a pain and should only be tolerated because their fees help pay the bills. This is a most unfortunate attitude, and makes me wonder whether it isn't time for some colleagues to consider a different line of work if they feel that way.