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The problem is that the first point of contact is often the fee earner who had conduct and they will generally be somewhat defensive of criticism and not make an outright apology for any service issues. I have not made complaints myself but I have had some busman's holidays where they have been shown to me and in general (where a complaint was warranted) the first response is 'I am sorry you feel this way' and there is no apology, after a number of communications with fee earner it is finally passed up.

Fee earners are too busy being flogged by superiors to get targets so cannot often take the necessary arms length approach to deal with a complaint about themselves because they are stressed, think they did a fantastic job just because the outcome was good regardless of the way the Client was communicated with etc etc.

The first point of call shouldn't be the one involved with the case but someone who can look at it objectively.