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I have day to day responsibility for dealing with clients' concerns about the service they have received from Irwin Mitchell. The firm takes any comments and criticisms very seriously and uses them positively to improve the way we deliver the service to all involved, in the future. My aim is to always look at our service from the client's perspective and I am happy to discuss ideas and concerns by telephone, email or letter.
Before joining Irwin Mitchell I was manager of the client relations office at the Office for the Supervision of Solicitors, now the Legal Complaints Service. Prior to that I worked as a caseworker at the OSS and at the Law Society. Having worked for the solicitors' regulator for 13 years I thought I could make a difference to client care within a law firm. Irwin Mitchell was my first choice.
Our aim is to deliver an excellent service to every client. The best part of my job is helping a client, perhaps by rectifying a situation which has gone wrong, or clarifying a situation so that it is fully understood. As you'd expect with such a busy and diverse practice as ours, sometimes we do not deliver the service to which the client is entitled, and we are readily prepared to apologise and offer recompense.
Everyone at IM works hard for their client, and we all work as a team. The firm is committed to client care; it’s the bedrock of our strategy. That works for me!
To relax I like to be outdoors as much as possible, preferably doing things with my family.
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