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Cheap gatekeepers: the false economy of inexperienced triage staff

The Civil Liability Bill will prompt even more firms to consider recruiting low-level call handlers to keep costs down; that’s a risky response, warns David Kirwan

1 March 2019

When the Civil Liability Bill received royal assent in December, personal injury solicitors across the country wrung their hands at what was seemingly the latest government attempt to remove access to justice from the nation’s most vulnerable.

The huge proposed reduction in compensation and the implementation in tariffs will render many worthy cases economically unviable for solicitors – leaving claimants to take on the might of insurance companies’ vast legal teams alone.

Injured parties will soon be faced with the decision to either go through the small claims courts and accept a potentially laughable amount of compensation, or pay for legal advice that could run up a bill totalling more than they could ever be awarded in damages under the new system.

However, it isn’t only the clients that will now be carefully considering their options before proceeding with a case. The bill also places increased pressure on solicitors to do the same.

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