the hardest word...Mike Frith, compliance officer at the Office for the Supervision of Solicitors, writes: 'Every commercial organisation finds it possible to apologise when a complaint is made, irrespective of the rights or wrongs of the matter - what makes it so difficult for solicitors to do the same?'Surely the answer is that an apology, unless very carefully worded, may amount to an admission of liability and invalidate the solicitor's professional indemnity policy.Silas Krendel, solicitor, London