Hello, my name is ***** ***** I am a qualified lawyer happy to help you today.
She can issue a claim without trying to resolve matters beforehand but the court will take a dim view of this as litigation is seen as a last resort. The general view of the courts is that efforts should be made to avoid litigation, not just issue proceedings without trying to resolve the differences.
At the hearing it will be yourself, the customer and a district judge. She will have to say why she believes you are at fault - you just need to make great play of the fact she did nothing to avoid litigation and enter in to any sort of dialogue to try and avoid a court claim. You can say that you have tried to be amenable and that she ordered bespoke kitchen, which is not an off the shelf type so there may be more of a dispute if there was something she felt was not "right" with it.
She has limited rights here because you offer bespoke kitchens - although contractual rules still apply, so the product she ordered should be as described, fit for purpose, and be of adequate quality.
You also address the Judge as "Sir" or "Madam", just keep it factual and if the judge asks you questions about the dispute then again just keep it factual and do not blame the customer or "mud sling". If you also turn up half an hour before the hearing is to start. Just go to the court counter and them you are the defendant in a consumer claim case - they will ask your name and tell you where to go in the court. The hearing itself should not last too long.
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