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Hello Emily,
Don't believe everything you read. Please understand that here in the UK we have what are usually known as "Jobsworths". These people are employed as public servants but as soon as they are given a job, they see the public as "the enemy" and will do anything to stop the public from getting what any normal person would expect.
The public expectation of getting compensation will be thwarted by the jobsworths quoting some very obscure small print in the regulations such as leaves on the line (a very common problem in UK) being an Act of God etc.
Whatever you do, don't hold your breath whilst you wait for "Compo".
Regards, Tony
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