"I hate the thought of complaining about her, she’s so lovely. It’s horrible having a complaint made about you when you thought you were doing your best for your clients. 🙁"
@Dinnerplatedahlia I used to work in this area, obviously you're getting some excellent legal signposting advice on here and I hope you sort it at minimal expense and stress in RL.
I'm just picking up on your comment here though as you have made similar a few times and I'm feeling your guilt vibes from here! Please, please do not worry about this aspect. I had excellent relationships with my clients - I worked as hard as I could and I also kept in regular contact. I find clients appreciated this aspect simply because the conveyancing industry is so notorious for two speeds (slow, and stop!) and it's so frustrating for buyers and vendors. Pro active and contactable as well as friendly staff are even more appreciated. Despite extremely hard work and excellent client relationships, I once made an accidental yet spectacular fuck up which the company's PII had to pick up, and it cost a lot.
I could tell my clients actually felt guilty themselves "getting me into trouble" as we had had such a good relationship - they had even already given me thank you flowers upon completion! BUT it was such a good lesson to learn and actually invaluable to my own career as I never made a similar mistake again and learnt a lot from it.
I felt hugely guilty for my clients (and obviously terrified about my own career!) My boss supported me really well however, and said "everyone makes mistakes - the first one is a mistake and it's called human error. If you make a second mistake in the same area however, that's called not learning from your mistakes and isn't treated so gently". It was invaluable advice for life generally! He also pointed out that's exactly why we have PII, because every single person makes a mistake in their career at some point.
So please feel no guilt for raising this, and don't see it as you "getting a lovely woman into trouble". You didn't get her into trouble, she is responsible for her own work, and if she has been accidentally negligent that's what insurance is for. She will certainly not see it as "you getting her into trouble", she will see the whole issue for what it is, and certainly it's not you causing trouble!
So please do let that aspect of guilt go. (I wonder if your DH feels the same - women socially conditioned into feeling unnecessary guilt is a whole other thread!) Best wishes to you.