<div><br></div><div>I was expecting to hear from you in another week, and consequently have not yet uploaded the video for you to review in which your staff member CAUSED AN ISCHEMIC STROKE</div><div><br></div><div>as you understand and appreciate both autism and torture you will be happy to wait until I feel both safe and comfortable to provide you the evidence without CAUSING ANOTHER STROKE</div><div><br></div><div>your staff member blithely continued talking a standard schpiel WHILST HAVING CAUSED A STROKE and simply hung up.</div><div><br></div><div>this is not by any vague stretch of imagination how to treat human beings let alone one that has been subjected to such horror and violence it causes ISCHEMIC STROKES</div><div><br></div><div>the level of complete failure to communicate and compensate for both autism AND ISCHEMIC STROKES is frightening.</div><div><br></div><div>It is as if I am living in a horror film.</div><div><br></div><br>On Friday, July 4, 2025, Customer Support <<a href="mailto:customersupport@irwinmitchell.com" target="_blank">customersupport@<wbr>irwinmitchell.com</a>> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
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<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Dear Luke,<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Your Complaint<u></u><u></u></span></b></p>
<p class="MsoNormal"><b><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></b></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Thank you for taking the time to contact us about your request for legal representation for a potential claim. We understand the importance of your enquiry and appreciate
you sharing the details with us.</span><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">I am sorry to learn that you are not satisfied with the service you have received, and I am grateful that you shared your concerns with us directly. We are committed
to providing the highest quality of service and I apologise if this high standard has not been achieved.<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">You contacted us on 27/06/2025 and explained that you were unhappy with how your calls had been handled by my colleagues and found the conversation distressing.
I am sorry that you found this process distressing. We have reviewed your calls with our colleagues, and they acted appropriately and in line with our standards</span></p></div></div></blockquote><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div lang="EN-GB" link="#467886" vlink="#96607D" style="word-wrap:break-word"><div>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Please be assured that all our team members are trained to support individuals who may be vulnerable or require additional care</span><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">.
I am sorry that you felt that your communication with Irwin Mitchell caused additional trauma. <u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-family:"Calibri",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">I want to reassure you that we take any complaint received very seriously and that a member of my team has reviewed the matter, fully considering the concerns you
have raised. As a result, I can confirm your complaint has not been upheld.<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">I do understand that this outcome may be disappointing and feel frustrating. To help, additional information about any further support and alternative options available
to you is contained within our previous communication. If you wish, you may also choose to contact The Legal Ombudsman who may agree to investigate your concerns. The Legal Ombudsman’s contact details are as follows:<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Legal Ombudsman PO Box 6167<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Slough SL1 0EH<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Telephone: 0300 555 0333<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Minicom: 0300 555 1777<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Email:
</span><a href="mailto:enquiries@legalombudsman.org.uk" target="_blank"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">enquiries@legalombudsman.org.u<wbr>k</span></a><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"> Website:
</span><a href="https://www.legalombudsman.org.uk/" target="_blank"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">https://www.legalombudsman.org<wbr>.uk</span></a><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Please note that The Legal Ombudsman expects complaints to be made to them within 12 months from the date of the act or omission about which you are concerned or
within 12 months of you realising there was a concern. You must also refer your concerns to the Legal Ombudsman within six months of the firm’s final response to you.<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">We hope that additional information and guidance is helpful. For clarity, to inform any next steps, we confirm is our final response to you on this matter.<u></u><u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><span lang="EN-US" style="font-size:10.0pt;font-family:"Arial",sans-serif">Yours sincerely<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><u></u> <u></u></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black">Ben Ward<br>
</span></b><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:black">Client Service Manager<br>
Irwin Mitchell LLP</span><span style="font-size:10.0pt;font-family:"Arial",sans-serif;color:#1f497d"><br>
<b><br>
</b></span><b><span style="font-size:10.0pt;font-family:"Arial",sans-serif">Phone: 0370 1500 100</span></b><span style="font-size:10.0pt;font-family:"Arial",sans-serif">
<u></u><u></u></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial",sans-serif"><a href="http://www.irwinmitchell.com/" target="_blank">www.IrwinMitchell.com</a><u></u><u></u></span></p>
<p class="MsoNormal" style="margin-bottom:12.0pt;line-height:105%"><span style="font-size:10.0pt;line-height:105%;font-family:"Arial",sans-serif;color:black"><u></u> <u></u></span></p>
<p class="MsoNormal"><u></u> <u></u></p>
</div>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-align:center" align="center">
<strong><span style="color:blue;font-family:'Arial','sans-serif';font-size:10pt">Visit our website at
</span></strong><span style="font-size:10pt"><a title="http://www.irwinmitchell.com/" href="http://www.irwinmitchell.com/" target="_blank"><strong><span style="font-family:'Arial','sans-serif'">www.irwinmitchell.com</span></strong></a></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-align:center" align="center">
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<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-align:center" align="center">
</p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-align:center" align="center">
<span style="color:green;font-family:Webdings;font-size:18pt">P</span><span style="color:green;font-family:'Arial','sans-serif';font-size:10pt">
<strong>Please consider the environment - Think before you print</strong></span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-align:center" align="center">
<span style="font-family:'Arial','sans-serif';font-size:7.5pt"> </span></p>
<p class="MsoNormal" style="margin:0cm 0cm 0pt;text-align:center" align="center">
<span style="color:#0000ff;font-family:'Arial','sans-serif';font-size:7.5pt">This communication is only for the use of the addressee. It may contain information which is legally privileged, confidential and exempt from disclosure. If you are not the intended
recipient you must not read, copy, distribute or disseminate this communication or any attachments to anyone other than the addressee or use the information it contains. If you receive this communication in error, please inform us by telephone at once. No
responsibility is accepted by Irwin Mitchell LLP for personal e-mails, or e-mails unconnected with the firm's or clients' business.</span></p>
<p style="background:white;text-align:center" align="center"><span style="color:#0000ff;font-family:'Arial','sans-serif';font-size:7.5pt">Irwin Mitchell LLP is a limited liability partnership registered
in England & Wales, with number OC343897, and is authorised and regulated by the Solicitors Regulation Authority (Number 570654). The word 'partner', used in relation to the LLP, refers to a member of the LLP or any employee of, or consultant to, the LLP (or
any affiliated firm). A list of the members of the LLP, and of those non-members who are designated as partners, is displayed at the LLP's registered office: Riverside East, 2 Millsands, Sheffield, S3 8DT.</span></p>
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