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 Catherine, We wanted to thank you for taking the time out of your day to leave us such a lovely review, especially mentioning the exceptional service provided by our very valued colleagues Muneeba Anwar and Kudzai Matsika. We have passed your comments onto them and we know they will feel so proud to have you saying such positive comments about them. Best wishes, Kayleigh

Hi John, Thank you for your kind review! We're really pleased to hear that you were happy with our friendly service and communication. It’s great to know we could help you achieve a good result. If you need any further assistance, we're always here to help! Kind regards, Amy

Hi Hariss, We're sorry to hear how disappointed you are with your experience and understand how frustrating it must be to have invested so much time in a claim that was unable to proceed. We appreciate that being asked for information more than once, experiencing changes in case handlers, and then receiving a decision not to continue with your claim after a lengthy period would have been upsetting. Decisions on whether a claim can proceed are based on ongoing reviews of the available evidence, legal merits, and prospects of success, and unfortunately not all claims are able to meet the threshold required to continue. We would like to reassure you that decisions are made independently and in accordance with our professional obligations. We do not receive payment or incentives to decline claims. Unfortunately, we are unable to identify your case from your review alone. We would therefore encourage you to contact our Client Care Team directly by emailing Customerteamnew@fs.co.uk, including your full name and reference number, so that we can review your concerns in more detail. We would like the opportunity to look into this further and want to apologise for any distress this experience has caused you. Thank you. Best wishes, Samantha

Hi Lauren, We’re sorry to hear that you feel this way. At Fletchers Solicitors, we always strive to provide the best possible service, and we would never want to add to what must already be a difficult time for you. If you are happy to share more information, we’d really like the opportunity to investigate your concerns in more detail. Please email us at: CustomerTeamNew@fs.co.uk with your case reference number and details of your query to ensure the promptest response. Thank you.

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 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