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Ombudsman decisions

Read cases about buying property.
Mrs Y and her partner were very excited first time buyers, and used the firm to help them purchase a new property. The house was a repossession, and so was being sold 'as seen', with limited knowledge available. Read more...

Read cases about civil litigation.
Mr L instructed the firm to try to recover money he lost during his self-build project. Mr L wanted to sue his architect for failing to carry out his side of the contract during his barn conversion. While Mr L was working on the claim against the architect, the contractor for the project sued Mr L for a number of their own issues. Read more...

Read cases about criminal law.
The firm represented Mr O, who had been convicted of a criminal offence. After his conviction, the Crown Prosecution Service (CPS) started proceeds or crime proceedings against him. The matter reached a stage where the firm needed further evidence in order to proceed with the case, but Mr O didn't provide it. Read more...

Read cases about employment law.
Mr K went to his legal expenses insurers because he was having some problems with his employer. The insurers instructed the firm to see if Mr K had a claim. The firm sent out a client care letter to Mr K, saying that they were obliged to inform his insurers if the claim was not likely to succeed. They carried out some work, which took a few months, and then told Mr K that they did not think his claim would be successful. Read more...

Read cases about family law.
Mr K instructed the firm to act on his behalf in his divorce and financial matters. Following the court case, the judge ordered that Mr K pay £70,000 to his ex-wife. It was agreed that this should be expressed as 49% of the pension fund. Little did the judge know the confusion that this would cause! Read more...

Read cases about immigration and asylum.
Mr B instructed the firm to put in an application for indefinite leave to remain in the UK for himself and his family. H paid an initial fee of £500, and the firm advised that if the application were successful, they would require a further payment of £1,500 as a success fee. They explained the Home Office decision could take up to four months. Read more...

Read cases about personal injury.
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. Read more...

Read cases about wills and probate.
Mrs O contacted the firm because she wanted to have a new will drawn up. The solicitor visited Mrs O at her house, and they talked through the process of changing her will. They explained they would need some medical information to ensure that she had the capacity to change her will. The solicitor also asked her to include a note explaining why she was making the changes and they didn't want to cause any disputes later on. Read more...