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Is it dishonest, disingenuous, incompetent or just plain stupid to ask only 'disatisfied users of legal services' whether they are satisfied with the complaints' handling regime? Was the survey designed and/or undertaken so as to identify, and weed out, those whose responses reflected not necessarily their own experience of the claims' handling system but their disatisfaction with the outcome of their encounter with 'legal services' (whether such was justified or not)? Did the survey investigate whether the respondents genuinely found fault with the system of complaining about the shortcomings of their solicitor - as opposed to disatisfaction with the outcome generally and/or with others (such as judges, government bodies, civil servants, other legal professionals - and maybe those 'on the other side' who, they felt, denied them the outcome they wanted). Or was this a survey that was commissioned and/or designed and/or carried out to achieve the oucome the SRA wanted to justify its current policy regarding complaints' handling. If it was then shame on you, SRA!