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I would have thought outright apologies are to be avoided as they can invalidate insurance cover in the event that a negligence claim is intimated. I was taught in law school to avoid apologising to clients who were complaining in case I got pulled up on it by someone more senior within the business at a later date.

I realise people seeking legal assistance and instructing solicitors are not familiar with legal process etc (else why would they instruct us?) but I don't think that merits a straight up apology at the first hint of a complaint. Solicitors have to swallow enough as it is when faced with clients who are simply unhappy they lost a case or didn't get the exact settlement they wanted.

Complaints are often threatened and intimated in the aftermath of raising a bill and the complaint used by the client to get an full or partial abatement of the same.