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Anon at 1:36pm "Forgive me @Tired, but I don't think a lawyers function is to make LeO's job easier by spoon feeding them to get to grips with 'substantive issues', they need to be able to see the wood for the trees"

You are quite right, silly of me to think it was in everyone's interest to make LeO run more efficiently.

I honestly don't understand the defensiveness of lawyers when it comes to something as straightforwardly helpful as this proposal.

If a sole practitioner hasn't had the headspace to set up a clear way of handling complaints - well here's a template for them. If a firm has had issues in the way LeO deals with matters - well here is a way to "spoon feed" them the information in a way that will clearly suit them because they have developed and proposed it.