Our front end team helped this firm and customer agree on a suitable remedy to put things right...
Mr H instructed the firm to pursue a personal injury claim. The firm represented Mr H until the case was concluded. However, Mr H complained about delays in progressing the case and the firm’s poor communication, both during the case and after it had settled.
In their responses to the complaints, the firm accepted that they could have progressed matters quicker and had failed to update Mr H as frequently as they should have.
The file was reviewed by our front-end team. As the firm had accepted that some of the service they provided was unreasonable, we invited them to engage in guided negotiation which they accepted.
We informed the firm that if we were to uphold Mr H’s complaints as they were understood at that time, then we would likely propose a remedy for the emotional impact. This would be within our modest category which ranges from £50 - £250 as Mr H’s complaints showed that he was frustrated, upset, and raised concerns on several occasions.
The firm stated that they would be willing to offer Mr H £200 to resolve his complaints.
We informed Mr H of the offer and sent him a copy of our guidance on remedies so he was aware of why we considered this offer reasonable. Mr H accepted the offer, and the case was resolved without the need for a full investigation.
Guidance: Our approach to putting things right | Legal Ombudsman
Guidance: Our approach to determining complaints | Legal Ombudsman
