Report comment

Anon 16.18 Actually in financial services (and I would guess retail or any number of customer facing organisations), thanking a customer for bringing a complaint to their attention is pretty standard stuff, based on robust research and information on customer retention. You might find it patronising or insincere, but the majority of the public seem to appreciate the sentiment as an acknowledgement their concerns have been taken seriously. I also think there may be an element of snobbery at work as well with some - I'm not sure but your comments highight why there might be more of a disconnect between lawyers and their clients than elsewhere. The old definition of a complaint is 'any expression of dis-satisfaction, whether justified or not...' Maybe some food for thought?