Serious Injury Law

Update 19/03/2026: Hi there, Thank you for providing your details, we’ve now been able to locate your file. We can see that in September 2025 our Complaints Team contacted you to ask whether you wished to raise a formal complaint, and you advised that you required an update. An update was provided the same day, but we want to apologise if things have still felt unclear since then. If you now feel a formal complaint would be the right step for you, please email us at Customerteamnew@fs.co.uk, and we will make sure your concerns are formally reviewed through the appropriate channels. In the meantime, your case handler will be in touch as soon as possible to discuss things further and make sure you have the support and information you need. If you have any further queries please don't hesitate to get in touch. Best wishes Samantha 18/03/2026: Hi there, Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and want to reassure you this is not the level of communication or support we aim to provide. The delays and lack of follow‑up you’ve described fall short of our service standards, and we appreciate you bringing this to our attention. As you have raised a formal complaint previously, this will need to be followed up through the appropriate channels so it can be properly reviewed and addressed. To assist with this, we have requested some further information from you via Trustpilot so we can locate your file and ensure your concerns are passed to the correct team. Alternatively, you an contact us directly at Customerteamnew@fs.co.uk. Thank you again for raising this with us, and we hope to resolve matters properly for you. Best wishes Samantha

Hi Kris, Thank you for taking the time to share such thoughtful and positive feedback about your experience with our Serious Injury team. We are truly delighted to hear that Gerard Horton, David Eyres, and Gemma Roberts provided you with the professionalism, dedication, and compassion you needed during such a challenging time. Ensuring that our clients feel informed, supported, and cared for is at the heart of what we do, so it’s wonderful to know that this was reflected throughout your case. Wishing you all the very best for the future, and please do not hesitate to reach out if we can assist you further. Kind regards, Kayleigh

Hi Claire, Thank you so much for your thoughtful review and kind words. We’re delighted to hear that we were able to ease any concerns you had and provide you with the support and continuity you needed throughout your journey with us. Our team strives to make the process as seamless as possible, and it’s wonderful to know that our communication and willingness to assist made a positive impact. Your recommendation means a great deal to us, and we truly appreciate your trust. If you ever need our assistance again, please don’t hesitate to reach out. Best regards, Kayleigh

Hi Zena, We’re really sorry to hear this and understand how frustrating it must feel given the length of time your claim has been ongoing. While admitted liability can simplify part of the process, claims can still take longer than expected where medical evidence is required. That said, we recognise the importance of clear communication and timely progression, and want to apologise if this has not been your experience. We've passed your comments onto your case handler for review, and they will be in touch with you shortly. Thank you for bringing this to our attention, and if you have any more concerns please don't hesitate to reach out. Best wishes, Samantha

Hi Ryan, Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and understand how frustrating this situation must feel, especially after the time you spent providing evidence to support your claim. While we appreciate this is disappointing, the decision not to progress your case will have been based on a careful legal assessment. As part of this process, obtaining and reviewing records can take time and is sometimes outside of our direct control, which may have contributed to delays. We want to apologise if this wasn’t communicated in the way you would have expected, and that you didn’t feel you had the opportunity to fully discuss the outcome. Please be assured that we have passed your comments on to the relevant team for review, and someone will be in touch with you to discuss your concerns further. Best wishes, Samantha

Hi Ben Thank you for taking the time to share your experience. We are genuinely sorry to hear how disappointing and frustrating this has felt for you, and we appreciate the opportunity to respond. We understand how difficult it is to wait for an outcome, particularly when you are dealing with a medical matter. While six months can understandably feel excessive, a significant part of this time was spent awaiting and collecting medical records from third‑party healthcare providers. Unfortunately, the timeframes for receiving these records are outside of our control, and delays in obtaining them can directly affect how quickly we are able to reach a decision. We are sorry that the telephone call discussing our decision was not as clear or helpful as it should have been, particularly given the technical issues you experienced. Clear communication is important to us, and we regret that this fell short on this occasion. With regard to your medical records, we are happy to confirm that these can be released once the appropriate authority or consent has been received. We do not wish to hinder any further advice you seek, and we apologise if there has been any perceived lack of communication while this is being arranged. We appreciate that our decision not to proceed with your case is disappointing, and we regret that this has led you to feel unheard or unsupported. Your feedback has been taken on board and will be used to review how we communicate decisions and manage expectations more clearly going forward. We wish you the very best in obtaining a second opinion and moving your matter forward, and we sincerely hope you receive a positive outcome. Best wishes, Samantha

Hi there, Thank you for taking the time to share your feedback. We acknowledge the concerns you have raised, including those previously mentioned in your earlier reviews, and we’re sorry that your experience has led you to feel this way. As mentioned previously, we are unable to discuss the specific details of any individual case on a public platform. We just wanted to let you know that your solicitor has attempted to contact you on two occasions this week by telephone, but has been unable to speak with you. Just so you are aware, they will attempt to make contact with you again shortly. Alternatively, please contact us at a convenient time for you, so we can discuss matters constructively and move forwards. We genuinely want to resolve any outstanding concerns and would welcome the opportunity to speak with you. If you would prefer to speak with our Client Care Team, please email them directly at Customerteamnew@fs.co.uk. Best wishes Samantha

Hi Mikey Thank you for taking the time to share your feedback, and we’re really sorry to hear how frustrated you feel with the progress of your claim. Feeling like things are moving slowly — or not moving at all — can understandably feel unsettling. This is clearly not the experience we want any client to have, and we appreciate you raising these concerns. We have passed your feedback onto the relevant team, and someone will be in touch with you to discuss your concerns in more detail. Alternatively you can contact our Client Care Team at customerteamnew@fs.co.uk, and we will ensure your message reaches the right people as quickly as possible. Thank you again for bringing this to our attention. We hope to resolve things for you promptly. Best wishes Samantha