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If it's correct that the clients were doing the deal with the insurer before their cooling off period had expired, I have less sympathy for the firm involved. They have knowingly taken the risk of working on the file during the cooling off period without the client waiving the period (which is what the cooling off style regulations used to say, as I understand it).

Having waded through plenty of CNFs myself (the cumbersome form required to be submitted on the Portal), I question the levels of client care exhibited by the solicitor who gets the draft CNF completed by the client, a copy signed by them (for that is what is required by the Portal, a signed copy retained by the solicitor) and returned to the solicitor, all before the cooling off period has even expired. Of course, that's assuming that a solicitor even touched the file at any time before the case was settled. What are the odds on the client only having dealt with a series of paralegals throughout?