Irwin Mitchell
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Disappointing Lack of a Personal Service
I approached Irwin Mitchell because, ever since some radio ads a few years ago, my perception was that they are the UK's pre-eminent specialists in the field of medical negligence. My enquiry concerned prescription medications, so when asked by e-mail for the date and location of the negligence, I replied with a statement explaining why it was not that straightforward and included a timeline of prescription medications and my various health issues. An appointment was arranged quite quickly, which I assumed would be with "the right advisor", as this is what it says on their online contact form. However, the call came from someone who seemed to be the first line of a triage service. He started asking the same questions as per their e-mail and, when I mentioned that I'd sent clarifying information, it was clear that he hadn't seen it. He found it while we were talking and I added additional information verbally. After a while he said that he would need to speak to someone else and, after a few minutes, came back to say that they couldn't help me. They followed this up with an e-mail which was sympathetic and contained a lot of very helpful information, but which appeared to be a template response. I replied offering feedback to the effect that, whilst I accepted their decision, the representative seemed under-prepared for our appointment and that the decision seemed too spontaneous and possibly insufficiently informed, with not enough time taken to review the information I had given them and the possibility that something could have been misunderstood or overlooked. I did not receive a reply. My overriding impression is that the firm has perhaps outgrown its ability to offer the sort of personalised experience I was expecting.