Report comment

On the basis that the complaint will usually be raised initially with the fee earner dealing/who dealt with the matter, I am not convinced that clients do like to be thanked for raising a complaint -if it was me complaining I would think this to be insincere and condescending

Also it would be easier to offer an unreserved apology if that is not too technical a term if one didn't feel that there may be a hidden agenda lurking somewhere. If the client has been partially to blame for the predicament in which he/she finds himself then it may be difficult to resist the urge to keep one's powder dry and cards to one's chest in case of Round Two