Avoid This Cold, Robotic Firm – They Mishandled My Life-Altering Injury Claim and Left Me Permanently Disabled
This is my final review before escalating to the Legal Ombudsman for negligence.
I trusted this firm to handle a serious workplace injury that left me permanently disabled. What I received instead was robotic communication, zero personal care, and a complete failure to represent the true extent of my injuries.
I sustained seven serious injuries—both knees, ankles, heels, and a thoracic spinal injury. The spinal damage, caused directly by the fall, was misrepresented as minor lower back pain, ignoring long-term nerve and breathing issues. Later, I developed lumbar complications—not due to ageing, but from years of instability, collapsing joints, and near-falls. They missed the connection entirely.
Errors in my medical records were never challenged. My lumbar pain began in 1999, yet records claimed 1998, and a medico-legal report bizarrely cited 2005. I had to verify the correct date myself—that should’ve been their job. These weren’t minor errors; they weakened my case and downplayed the injuries.
Throughout the claim, I was shuffled between four case handlers. One vanished without notice. Another conducted a full review of my case without ever speaking to me—just a string of cold, impersonal emails. Another handler completely ignored the worsening medical picture. My final handler reduced my situation to “a nasty injury to one knee and ankle,” disregarding all other injuries.
Even worse, they reviewed an old Trustpilot post of mine—more interested in their reputation than the facts of my case. If only they’d shown that level of scrutiny while representing me.
The firm failed to acknowledge that my pre-existing lumbar condition had been stable before the fall. No one considered how mental fatigue, sleep deprivation (later diagnosed as severe sleep apnea), and heavy medication affected my ability to understand what was going on.
In the end, they signed off on a full and final settlement—no second opinion, no safeguards—despite clear, ongoing medical complications. After settlement, I was diagnosed with post-traumatic synovial osteochondromatosis (SOC)—a rare, painful joint condition never mentioned in the claim. Several injuries were misrepresented or omitted entirely.
Beware of the IM-linked physiotherapists. My experience with one—who was also involved in welfare assessments—felt more like a setup than a genuine consultation. Their report mirrored the type of language used to deny benefits in DWP cases. It didn’t feel like healthcare—it felt like they were trying to discredit me.
One of the most shocking failures: they accepted that I had refused surgery based on a fabricated 20-minute consultation with a physiotherapist—when in reality, it was barely 30 seconds. This happened eight months after my fall, long after the initial opportunity for surgical intervention had passed. The NHS conveniently altered the narrative to imply I refused timely treatment. There was no real discussion about surgery. It was a lie—and IM did nothing to challenge it.
Their so-called attention to detail was appalling. The A&E records were visually unreadable and never questioned. They let poor documentation from foreign national NHS staff, who didn’t fully understand me, turn into claims that I failed to mitigate my own injuries. They never fought for me—they blamed me.
This firm is a high-volume, TV-advertised settlement machine. They’re not in it for justice—they want quick wins and minimal effort. Their negligence led to my complex injuries being dismissed as simple wear and tear. I’m now permanently disabled, with financial and personal losses exceeding £300,000 over the last eight years. The £13,500 settlement they secured doesn’t even come close.
I firmly believe they were more concerned about the potential costs of surgery and long-term care. With quotes already exceeding £15,000, they feared they couldn’t recover the expense if the injuries were deemed unrelated to the fall. Instead of fighting, they helped shift blame onto me.
If you’re injured, unwell, or vulnerable—please be careful. This firm doesn’t fight for justice. They tick boxes, settle quickly, and leave people in limbo.
I wouldn’t wish this experience on anyone.
