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I haven't read the full facts and no longer work in PI (thankfully).
From a simplistic point of view- if I as a defendant solicitor receive a letter or declaration confirming they act on behalf of x but then, ignoring the letter, I contact x directly I could be reported to the SRA.

Why shouldn't the same apply to the legal teams caseworkers of insurance companies.

In the absence of suggestions, and it probably sadly happens, that x has not contacted the solicitor directly, I don't know how it can be deemed reasonable.

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