• A reputation for professional excellence with integrity

    A reputation for professional excellence with integrity

  • Accurate understanding and technical analysis

    Accurate understanding and technical analysis

  • National and International Experience

    National and International Experience

  • 34 years in private legal practice

    34 years in private legal practice

  • A focus on events and consequences, not gossip

    A focus on events and consequences, not gossip

  • Helping lawyers, brokers, accountants, surveyors and other professions

    Helping lawyers, brokers, accountants, surveyors and other professions

  • There when you need him

    There when you need him

Myopic Defence Approaches

19 Apr 18

Myopic Defence Approaches

Sometimes I advise clients seeking redress from professional firms for substandard service, or worse, simply because they have failed to deal with a problem properly, or even sensibly. Typically, and especially if the problem does not involve high financial values, it’s because the same people or team who handled the matter when it went wrong are expected by the firm’s management to clean up their own messes, as if the retrospective forensic scrutinies made necessary by a claim or complaint were just a continuation of the same operational services. And because of the disruptions and non-chargeability of the added workload, plus a disinclination to confront possible accountability, the tasks of investigation, and response, are deputed to junior people who lack the necessary authority or skill to get an optimum outcome. If a civil liability is alleged or in prospect, there is tendency just to refer the matter to insurers, treating the notification as a release from all further responsibilities. At best this is myopic, and usually it’s significantly worse, because of the inherent conflicts of interest. Often, these are starkly obvious, yet they are ignored to an extent that is both ethically improper and commercially senseless.  


Most professions are governed by authoritarian practice rules and standards for dealing with complaints, often requiring protocol procedures which, if followed, enable firms to avoid the most obvious pitfalls.  The top priority is that, failing a prompt resolution close to the time the distress event occurs, the problem is taken out of the hands of the operational team by someone with necessary seniority within the business, yet detachment. 

 

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Professional Risk Expertise

Mike Willis has worked with a diverse range of professions including...

The FMWL Approach …

  • Accurate understanding and technical analysis;
  • Focus on duty, causal event(s) and consequences; not gossip…
  • Sensitive but objective empathy;
  • Overarching commerciality; and
  • Clear aims, with vision where necessary to explore indirect routes to solutions.