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I agree entirely with anonymous yesterday at 11.56. We are stitched up by the insidious charging system. I had one case where all the complaints against the fee earner were rejected bar one of slight delay. They recommended that we pay the client £50. We agreed but the client didn't so it went to adjudication. The ombudsman upheld the £50 but we had to pay their fee of £400 even though we had accepted the recommendation.
They say that they have no discretion.
They also accept complaints over the phone without seeing any paperwork and we are pout to a lot of trouble over frivolous complaints. It has gone too far.