Official complaints, as defined in the Bill and elsewhere, are meant to be rare. Ordinary complaints—there are several categories, including dire complaints and urgent complaints—are complaints none the less. There is no reason to believe that they will be devalued simply because there is a process for making an official complaint.
The noble Baroness should look at subsection (3)(a), the first part of the subsection that she wants to amend: justices of the peace are all over the place. Although I do not want to encourage people to knock on their doors, there are a lot of JPs in the country and all areas are covered. However, that relates to an official complaint. It is intended that that will be a rarity, as opposed to ordinary complaints. Ordinary complaints are not devalued because they are not official complaints.