Overview of annual complaints data 2021/22 This report focuses on 2021/22 data. The Covid pandemic undoubtedly affected the UK’s legal sector and the complaints we saw over this time were very much influenced by the restrictions in place at the time. While the intense pandemic period may be behind us, there are lessons legal providers can take for the future. Not least of these is the need to keep communicating with customers and manage expectations well. While we hope never to see the like of Covid-19 again, future disruptive events are inevitable – and firms’ operations, including their processes and standards for service delivery and complaint handling, need to be resilient to unlikely, but high-impact circumstances. To read the full report, click here.