Amy’s story

Amy contacted us because her solicitor, Holly, had stopped responding to her emails and phone calls. Amy had already tried to complain to Holly directly, but her complaint was ignored as well. Feeling unsure on how to get her case moving, Amy decided to bring her complaint to the SLCC.

Amy’s main concern was the lack of communication, which left her feeling anxious and ignored. Because she had no idea what was happening with her case, she felt she had lost control of the situation. To Amy, it wasn't just about the delay it was the fact that her solicitor hadn't acknowledged her concerns at all, leaving her frustrated and unable to move forward.

We told Amy that an investigator could look into her complaint, but we first offered her and Holly free mediation. This gave them a chance to talk about Amy’s concerns and see if they could agree on a solution together.

During mediation, each had the opportunity to speak openly about their concerns. Holly apologised for her delays and poor communication. Holly explained that she’d been holding out for an offer from the other side. She suggested that in order to move forward, she would:

·       Provide regular updates

• Refund part of the fees for the period Amy wasn’t kept informed

Amy was happy with this and agreed to withdraw her complaint, as she felt all her concerns had now been dealt with.

The mediation helped them both to talk about what had gone wrong, and how to improve their relationship in the future.

Amy now felt reassured at having a clear communication plan. Holly was pleased this had been settled early and helped her to see what she could improve in the future.  

·       Before we start a formal investigation, we can often offer free mediation as a faster way to resolve issues.