Fake Apologies & Non-Answers

A genuine apology usually includes:

• accepting what went wrong (“we failed to…”);
• recognising the impact on you (“this caused…”);
• explaining what will be done to put it right.

A “fake apology” avoids responsibility. Common patterns include:

• “We are sorry that you feel this way.”
• “We apologise if there has been any inconvenience.”
• “We note your dissatisfaction, however…”

These expressions acknowledge your feelings, not their actions. Treat them as a signal to look more closely at the facts.

A non-answer can sound formal or reassuring while avoiding the question entirely. Examples include:

• repeating background facts but not addressing your point;
• answering a different question;
• giving vague reassurance without detail;
• rejecting your point without explanation.

Useful checks:

• Could you explain their answer in one clear sentence?
• Did they say yes, no, or give reasons?

• “We are unable to agree with your characterisation…”
• “While we accept communication could have been better…” (with no follow-up);
• “We do not accept there has been significant delay.” (with no dates);
• “We believe our service was reasonable.”

Ask: “What evidence is given to support this?” If none, log it in your Risk & Issue Log.

Polite tone does not equal good service. A dismissive or overly formal tone does not necessarily mean something is wrong. Focus on the substance:

• What are they agreeing to do?
• What are they refusing to do?
• Are there dates, explanations or commitments?

Pull out the clear facts into your Timeline Tracker and Communication Log.

You can ask for clarification without escalating the situation. Example:

“Thank you for your response. However, the following points do not appear to have been addressed: [list]. Please could you provide responses to each, with dates and explanations.”

• Use numbered bullet points.
• Keep it factual and concise.
• Refer to documents and dates.

If this forms part of a complaint, the Complaint Letter Generator may help.

A single non-answer may not mean much. A pattern can be strong evidence if you later need to complain. Record:

• date of each letter;
• questions you asked;
• whether each was answered;
• examples of fake apologies or evasive language.

Helpful tools:

• Communication Log
• Risk & Issue Log
• Evidence Checklist

ChatGPT can help you identify patterns, but only if used safely. You can ask it to:

• summarise a redacted letter in plain English;
• list unanswered questions;
• highlight weak apologies or vague statements;
• suggest neutral follow-up questions.

Example safe prompt:

“Here is a solicitor’s letter with identifying details removed. Please summarise it in plain English, list any points it does not answer, and highlight any vague or non-specific statements. Do not add new facts or make assumptions.”

Always check the output against the original. AI must never change, infer or invent facts.

This guide is published by to help consumers recognise weak apologies, evasive language and non-answers in legal correspondence. It is general information, not legal advice.

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