"Any normal person would just accept the offer to free of charge rectify the issue."
Sorry to burst your bubble, but they already talked to a laywer. Now they have a leach to feed, this is going to go through the worst and most expensive of all possible paths before resolution. A favourite saying of mine is that "there is no problem, no matter how twisted and unresolvable it may seem, that you can't get a couple of lawyers into a room together and make it a whole lot worse."
We need an "I'm a lawyer and I'm here to help you" icon.