HANDLING COMPLAINTS ; ;I was sorry to read Silas Krendels letter because it, unfortunately, illustrates why many solicitors seemed to find complaint handling so problematical (see [2000] Gazette, 30 November, 20).

;Once and for all, let us be clear.

Service complaints that ;fail to be addressed under Law Society practice rule 15 do not involve negligence.

Therefore, there is no question of any insurance being invalidated by an apology.

If a complaint amounts to a negligence claim it should be reported to the insurers as such.

A letter to the client should advise why allegations of negligence cannot be dealt with by the firms internal complaints procedure and that they should seek independent legal advice.

;Finally, if the word apology is causing difficulty, think instead of expression of regret a point perhaps illustrated by the first line of this letter.

;Michael Frith, compliance officer, Office for the Supervision of Solicitors.