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Do you know what, I want to complain. I've just spent a good two or three hours putting a breakdown of a bill together for a client who is complaining because even though we managed to save the client a potentially £100k claim against them, they weren't happy because (amongst other things) we didn't address the letters to them properly. I have bent over backwards to help these clients resolve their complaint, and even now I'm not really sure what they are complaining about. The last correspondence was for a breakdown of a bill because all we had sent them was an itemised list of charges, a screenshot of the billing screen and terms and conditions of engagement. And to top it all off, we've undercharged them anyway!

No matter what I do they find fault because they've just decided that's what they want to do. I don't even know what they want in recompense - I can't say sorry any more or in any other way because they were offended by the addressing of the letters or the 'attitude' of a member of my staff. Other than falling on my sword, I'm at a loss as to what will appease them.

Oh, and yes - the clients did have copious reams of papers detailing how to make a complaint.

So, who do I complain to about a complaining client?

Answers on a postcard...