Suppose you are asked to adjudicate on a decision made by a colleague – perhaps like investigating a client complaint. Suppose you look at it and think “oh dear we have really cocked this one up haven’t we”. Which option do you take?
a) Tough it out
b) Make full and frank admissions and offer a heartfelt apology
c) Arrive at a crafty fudge which places the complainant back where they were, but which ignores your substantive errors
More importantly what do you think the LSC* would do?
*The decision is on old letterhead.
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