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OK so the client doesn't hear what s/he wants to hear and lodges a complaint. The solicitor responds to the complaint, explains (again) slowly and clearly what the issues are. The case handler understands (because by now s/he has heard the same cr@p 1,000's of times) and finds for the solicitor. However, because the client still doesn't get why s/he isn't hearing what s/he wanted to hear, that makes the SRA biased?

Err, no.

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