I used to work for a personal injury solicitor mate.
Up until very recently they would have responded to each and every email / phone call with a letter and then billed the other side for every phone call / letter.
A letter would be billed at around £50 even if it contained three words. Each phone call would be billed at a minimum of £30, even if it was to only leave a message on voice mail !!!
However, as part of the clampdown on the gravy train ( and rightly so ) the government have put a stop to their many and varied scams and introduced fixed fees.
So they ignore their clients now, as there`s no money for them to make in responding.
Scum.