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I hope that the SRA will be as polite as the complainant and engage with him to see what they can or should do to reassure him about standards in the legal sector.

It has to be remembered that that authority only exists because the Law Society was so inadequate that the Government sacked it as a complaints handler. I would have expected the legal profession to have died of shame as a result of this but it did not and criticism of the SRA is not unknown.

I find public frustration at the way that regulation etc still does not fully meet consumers expectations (eg Friday crime and obscenely escalating leasehold rents) quite understandable.

Management gurus are always banging on about how complaints should be seen as opportunities rather than nuisances. There has never been a better chance to be seen to be doing so.