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"The point of this is not my personal distress or the individual failings." On the contrary that is precisely the point. Understandably Mr Smith was bereaved and distressed. For his solicitor, this appears just to have been business. The computer is not going to provide that personal touch which Mr Smith would have welcomed. And ... when you buy your groceries at the supermarket they don't care if you are bereaved or distressed, it's just business : Mr Smith is aiming for solicitors to behave like grocers which seems to be precisely what his solicitor initially did [before the complaints and bill-reduction] and sadly, but understandably, Mr Smith didn't like it.