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Many many years ago I acted for a boutique holiday company, which needed help with the volume of complaints they received. It became apparent going through the complaints that anything which went the slightest bit wrong was blamed on them. The majority of complaints were without any legal foundation. (Nonetheless, some spurious claims were made and usually upheld by the County Court Registrars - yes, it was that long ago - until the first law book devoted to the subject came out and politely reminded the Registrars about the law of agency with more authority than a young shaver could muster.)

The complaints were dealt with by the simple expedient of ignoring them, which the holiday company, keen on providing a good service, took some persuading to do. From memory, less than 10% of complaints were pursued, and the trick was to spot which ones were serious (in the sense of made doggedly) and which were genuine (not necessarily the same thing). These were resolved.

It was an interesting insight into human nature, and I still chuckle recalling some of the complaints/claims. Alas, client confidentiality prohibits retelling ...