Area of law: Personal injury
Complaint reason(s): Failure to investigate complaint, failure to progress, failure to follow instructions, potential misconduct
Remedy: No remedy
Outcome: Ombudsman’s decision rejected by complainant
Mrs E was injured in a car accident and so she asked the firm to act for her in a personal injury claim. Mrs E went to see a neurologist, but was unhappy with his report. The other side then made an offer to settle, which Mrs E refused point blank.
A further medical report was written, which again was not in Mrs E’s favour. The firm issued proceedings and the other side made another offer. The firm thought it was reasonable and put to Mrs E, urging her to accept. Mrs E was still unhappy, and wanted second opinions of the medical reports.
Mrs E did then accept the offer, but she complained that she felt pressured into doing so by the law firm. She felt that she had to do all of the leg work, and the firm had got the wrong medical notes. She felt the firm had mocked her and not pushed for a better offer.
Mrs E brought the complaint to us, and we appreciated she was disappointed by the amount of compensation she was awarded, but we couldn’t see where the firm had acted unreasonably. We thought they had acted in Mrs E’s best interests, and did not award a remedy.