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The vast majority of potential complaints, as someone has commented, come down to delay in case and frustration. These can usually be solved with a conversation and regular updates. If a fee earner has dropped the ball in terms of progression (rather than failing to update a client, for instance), then this should be with a manager or an alternative fee earner.

We've all experienced unwarranted complaints of course. I, for one, refuse to apologise when I have done no wrong. I can express regret that a client feels aggrieved, but if there is no merit in the complaint, they will get no apology and will certainly get no money!

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