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"The ombudsman estimates it will resolve around 7,400 cases in 2019/20 (up from 8,000 this year)"
Sorry to be a pedant, but how does that work then?
Totally agree about the complete double standards. A complete cynic might argue that the reason the KPI's were changed was because they continually failed to meet them.
So pleased I decided to leave the law 18 months ago!

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