That comment is broadly accurate in practical terms.
An SRA complaint on its own rarely produces a direct outcome for an individual complainant. The SRA’s role is regulatory, not remedial—it doesn’t intervene in your case or award compensation, and it won’t compel BW Legal to reply to you. What it
can do is record the conduct concern. If multiple, consistent complaints build a pattern about the same firm or individual, the SRA may open an investigation into systemic issues such as poor supervision, misleading conduct, or misuse of non-authorised staff.
So, while a single complaint may not appear to “achieve” much, it still serves several purposes:
• it creates a regulatory record;
• it pressures the firm’s Compliance Officer for Legal Practice (COLP) to report and respond internally; and
• it demonstrates to the court (if raised later) that you acted proportionately by referring the matter to the appropriate regulator.
In short, it’s about accountability and building a paper trail, not about revoking licences after one complaint.