Hello my name is ***** ***** I will help you with this.
What is it you want to achieve please?
Indeed. You can do several things:
1) Complain to the firm. They will have a Partner that deals with complaints. You should expect some money back from this.
2) Complain to the Legal Ombudsman. They can consider complaints after the firm has considered this. Their website is: http://www.legalombudsman.org.uk/
But I agree, you are paying a high fee for a service, you should expect to have some back. You did not get what you have paid for.
Can I clarify anything for you about this today please?
Probably not - its not as if you havent had the service you have, its just a poor service.
Does that clarify?