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Anonymous at 10.04 - this is not unreasonable, opening a file is not just taking a file out of the stationery cupboard, it is all the red tape and administrative hoops that have to be jumped through to ensure every wretched box is ticked to ensure all the right "outcomes" have been met, the ID gathered, the client care letter, the attendance notes, the letters about rights to cancel, advice about legal aid etc etc etc and on and on. If we could simply give the client a bit of advice then it would cost a fraction of that.