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If we do not provided a detailed response we are criticised and at risk of a finding for failing to properly deal with the client's complaint.

As to saying 'we're sorry that you feel etc' what am I supposed to say? 'you're a whinger with no grasp on reality who couldn't lie straight in bed and you're lucky we put up with you for two years and obtained a reasonable settlement for you' . .. .

As for the LeO and their mangled use of English, "don't go there bruv!" (my pitiful attempt to communicate in a manner deemed to be 'consumer focused')