What makes a complaint resolver trustworthy to me is pretty much in line with what Gany outlines, though I have to say that the only headwizzen that I've ever felt 100 percent comfortable with approaching about a problem of that nature would be Shav, Apos, and Faraday. (Though Apos and Faraday are theoretical, Shav is not, as I did have to seek her help with a very distressing and embarrassing situation though no rules were broken).
There are a few commonalities I see FOR ME that increase my comfort level:
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they are invested in the game heavily but do not appear to play personal PCs.
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they do not have screaming tantrums nor do they make snide remarks or crusading remarks on pub channels on the game.
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I do not know them on a personal level, just a "professional" one.
It's possible that maybe they all throw fits and shade in private that would make TR's staff chan look tame. But they managed/manage to keep that shit zipped up so far as I know. I find it really hard to trust someone once they have gone on a channel tirade or who i know expresses their anxiety or stress in belligerence for public consumption, whether that's an ooc channel or a board post.
There are many people I like in the community who I think are very nice people, but the trust will never be there because of their temper/snarkiness.
It isnt fair I dont think, nor do I claim to speak for the One True Way or anything. But I do think personal behavior in public and how someone handles conflict themselves is a huge measure of what determines my comfort level with them for something major or potentially sensitive.
I adore many people that I honestly would not share a big hairy deal situation with because of the risk involved. I think that's why for me I gravitate towards those I respect but am not close to, so it will not hurt if they disagree, I do not get lazy about explaining things calmly and answering questions, and I do not have to worry about damaging a personal relationship.