The Legal Ombudsman has published a report which says clients should not be afraid to complain about lawyers
Consumer experiences of complaint handling in the legal services market – August 2012
The research was divided into two parts. The first looked at the attitudes and experiences of first-tier complainants (people whose complaint was dealt with by the lawyer involved) to understand what both good and bad complaint handling looks like (pdf opens in new window). The second project looked at the reasons and the outcomes for premature complainants (people who came to the Legal Ombudsman before they made a formal complaint to their lawyer) (pdf opens in new window).
You can read an executive summary (pdf opens in new window) for both research projects, along with YouGov’s key findings.
Also Guardian report here
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