Winning work is straightforward. Staying protected once the work is delivered requires structure. You can follow the agreed scope, present the final result and still face a message such as “This is not what I expected”. What begins as disappointment can progress into something more serious: a claim that your work or advice caused financial loss.

Professionalism does not eliminate risk. Clients may reinterpret earlier decisions, forget what was agreed or assume that a project included more than the documented scope. The strongest protection for your business is straightforward: clear documentation, written boundaries and support from Westminster Insurance if a formal claim for loss is made.

When Feedback Turns Into a Claim

Claims often begin subtly. A client expresses dissatisfaction, questions the output or implies that the work is incomplete. The shift to a claim occurs when they allege that your work or advice caused a quantifiable loss and request compensation.

A claim does not require actual negligence — only for the client to believe that your actions led to loss. Miscommunication is one of the most common causes. An unconfirmed change, a verbal instruction or an assumption about what was included in the scope can later be presented as undelivered work.

Typical triggers include:

• The client believes your advice resulted in missed revenue.
• A decision was made verbally and later denied or questioned.
• The client expected more than the documented scope covered.
• Timelines changed and affected their plans or finances.

Once a client states they have experienced a financial loss, persuasion no longer resolves the situation. Evidence does.

What to Do Immediately if a Client Makes a Claim for “Bad Results”

When a client alleges that your work caused a loss, the priority is to establish a clear record. Ask them to set out their concern in writing and reference the specific part of the agreed scope they believe has not been met. Written communication stops the narrative from shifting and creates evidence of the allegation.

Gather your documentation: the signed scope, emails, approvals, change requests and any sign-off points. A concise timeline demonstrates what was agreed and provides structure if the case progresses into a formal claim.

Remain factual and avoid language that could imply liability. Neutral phrasing, such as “I acknowledge your concern and will review the documentation”, maintains professionalism without admitting fault.

How Insurance Protects You When a Claim Is Made

Insurance becomes relevant only when a client formally alleges a financial loss and requests compensation. Dissatisfaction alone is not an insured event.

Once a formal claim is submitted, the insurer assesses whether it falls within the scope of your policy. If it does, claims handlers take over communication with the claimant or their solicitor, manage the legal defence, and, where required, pay compensation and associated costs.

This protection ensures you are not exposed to unexpected legal expenses or direct negotiations. Instead of responding to accusations or dealing with solicitors yourself, the insurer takes control of the process. Your role becomes cooperation, not confrontation.

Professional Indemnity and Public Liability — Understanding the Difference

Professional indemnity applies if your work or advice results in a client’s financial loss. Public liability applies when a third party alleges injury or damage to their property.

These policies address liability, not shifting expectations or subjective opinions about quality. They provide both financial assistance and professional guidance throughout the claims process. As a result, you can focus on your work while the insurer’s experts handle the defence.

Proof Before Opinions: Build Documentation Early

Protection starts long before delivery. Clear documentation prevents scope confusion and limits assumptions. Every project should include:

• A written scope and list of deliverables
• Fees for revisions or additional requests
• Confirmation emails after decisions or change requests.

If a claim is submitted, the insurer assesses the situation based on evidence. A solid paper trail demonstrates that the work matched the agreed scope and protects you from claims driven by memory or assumption.

Control Comes From Process, Not Persuasion

Trying to prove that the work was completed correctly rarely resolves a claim. When a client believes they have suffered a loss, they focus on the outcome, not the effort. The only thing that carries weight at that point is evidence. A clear process — documented scope, written approvals, change logs and email summaries — removes ambiguity and shows that decisions were agreed, not assumed.

A structured workflow protects you long before any conflict arises. Each approval creates a checkpoint, and each confirmation email becomes a record. When a claim is made, you are not relying on memory or interpretation — you are relying on proof.

You cannot prevent every claim, but you can avoid being unprepared. Evidence protects your position. Insurance protects your business.