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When I respond to a complaint, I write it as thought the client is, to be blunt, stupid. Anything they may not immediately understand I break down or give analogies for.

Anon 13:08, lawyers are defensive because they're consistently under attack. I agree with your sentiments in respect of good complaints handling and striving for improvement across the sector. It's good that clients who have a legitimate issue have the opportunity to seek independent recourse.

However, I've voted you down because you've been unnecessarily sanctimonious about it. Plus, for all the positives of 'client power' there are still those who cost firms time and money in pursuing complaints, subject access requests etc. for the sake of being an inconvenience.