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If a client believes they have been let down by a professional then fair enough seek legal advice. But this is someone who saw an opportunity to make money at times where there is no such entitlement. These clients haven't a clue. And what are they claiming back a few hundred pounds at best while the solicitors will get paid under the costs rules rather than on small claims scale which is fixed costs yet that's exactly what these cases are. Effectively they are a type of Professional Negligence which sidestep the rules.
As to the costs firm since when were they entitled to seek files? They're not a law firm regulated by the SRA.
Disgusting. The fact they've come out with these statements speaks volumes!