Thank you for taking the time to provide such detailed feedback. We take all feedback very seriously and strive to improve the service we provide. Having reviewed your case, I note that one of the main issues in your case was that there was a discrepancy between your evidence and the contents of your medical records and that took the medical expert some time to try to resolve. Whilst unfortunate, that was not within the control of the firm. I also note that you sustained some unpleasant injuries and it is proper for us to investigate them properly and ensure you receive the correct amount of compensation. I apologise if the person dealing with your claim changed - I can see that the person dealing with your case left the firm which unfortunately, can happen during the life span of a case. I am looking into the issues you encountered with appointments as I cannot see any reference on the file to that being the situation. I am pleased to note your case settled to your satisfaction and will pass your feedback to the team who will be keen to learn from the issues you encountered. I wish you all the best for the future.