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"In my day, should such an impertinent missive have been sent in the first place, a simple solution would have suggested itself - viz. my attendance at the offices of the firm concerned for the purposes of administering a solid punch up the bracket to the author, with a horsewhipping to follow in the case of repeated offences. We certainly didn't use to run to mummy, i.e. the so-called Solicitors Regulation Authority, because the nasty man was rude!"

They didn't go running off to the SRA. They went to court, where they received a judgment making it plain that their response to the rudeness was more than measured.

You also appear to be overlooking that the substance of the criticism of Keystone was that they appear to have acted unlawfully, not that they were rude.

Are you writing from Keystone, by any chance?