Irwin Mitchell is a legal services provider specializing in personal and business law. The company offers expert legal advice across various areas, including medical negligence, personal injury, family law, and commercial services. Irwin Mitchell is dedicated to supporting individuals and businesses during significant life events and unforeseen circumstances, ensuring clients receive clear and practical guidance from the outset.
The firm serves a diverse clientele, ranging from individuals seeking assistance with personal legal matters to businesses requiring comprehensive legal support in corporate, employment, and licensing issues. With a commitment to delivering impactful outcomes, Irwin Mitchell aims to make a meaningful difference in the lives of its clients by providing tailored legal solutions to address their unique situations.
Irwin Mitchell has a positive customer experience.
Irwin Mitchell receives overwhelmingly positive feedback from clients, with many praising the exceptional support and communication provided by their staff. Reviewers highlight the dedication and compassion of team members like Katie, Flora, and Emma, who take the time to explain complex legal matters and guide clients through challenging processes.
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Customers appreciate the firm's ability to alleviate stress and achieve favorable outcomes, often noting the professionalism and warmth of their representatives. However, a few complaints arise regarding the firm's focus on cases perceived as "slam dunks," suggesting that some clients feel their more complex issues may not receive the same attention.
1,000 customer reviewsLatest review over a year ago
Where the score comes from
Each source counts by its number of reviews. Only reviews written by people are scored.
Rating, volume, share of the score, six-month trend and fake-review risk for each source
Source
Rating
Reviews
Weight
6-mo
Fake risk
★
Trustpilot
Imported Trustpilot reviews
4.8
1,000
100%
● Low
4.8 / 5 overall
=
1,000 reviews across 1 scored source
How fake risk works ⓘ
Reputation trend
Monthly average rating from reviews written by people · latest review Jul 2025.
Last 3 months
4.8
12-month avg
4.8
All-time
4.8
Category avg
4.4
Monthly averageCategory average
Monthly average rating and review count
Month
Average
Reviews
Nov 24
4.8
80
Dec 24
4.9
126
Jan 25
5.0
142
Feb 25
4.6
121
Mar 25
4.9
142
Apr 25
4.9
152
May 25
4.8
100
Jun 25
4.8
97
Jul 25
4.9
40
What people praise & complain about
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
Top praiseof 485 positive reviews
Customer service37%
179 mentions
Professionalism34%
167 mentions
Helpful support23%
111 mentions
Fast & efficient19%
90 mentions
“Over the past five years, we have faced an incredibly challenging and, at times, deeply frustrating journey”
On “Customer service” · Jul 9, 2025
Top complaintsof 14 negative reviews
Payment issues29%
4 mentions
Customer service21%
3 mentions
Response time21%
3 mentions
Delays21%
3 mentions
“I told her this was unacceptable and mentioned that a local solicitor was able to perform this check in 30 seconds wi...”
On “Payment issues” · Jun 13, 2025
How it compares
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Law Firms.
Overall rating and review count for this company and similar companies
An agent called me today from Irwin Mitchell, was really rude, abrasive and rough. He insisted on saying over and over again they are regulated by the SRA. He insisted on taking all my details and asking me over and over again about the situation and theh saying unfortunately we cannot help you really arrogantly. Three other solicitors have already said they would take this case on. He showed no consideration that I have MS and that he was causing me stress. Appalling company and this is not the first time I have had appalling customer service from them. Irwin Mitchell have asked who the man was. He did not give his name and when I rang back to make a complaint a woman took down my details and said someone would call me back and no one has called me back. I cannot give the name of the man who did not give me his name and you as a firm will not address my complaint.
You know, it's never easy to have to explain my circumstances, my mental health, to a complete stranger and then to be treated like a piece of crap by that same company.
Irwin Mitchell were meant to call me back today about a mental health clinical claim. I received a call, said hello three times, and the phone was put down.
I looked up the number. It was IM. The person I spoke too said could I give my details about the enquiry, to which I responded no. Why should I have to explain myself again. She then put me on brief hold to try to find the person who had rang me. She found them, then when she put me through to that person, they were suddenly not available to answer the call.
No one even read the initial email I forwarded to them, containing so much traumatic information for me to recall. Why does no one care?
GAME PLAYERS. Clearly not bothered about vulnerable people and mental health. Only bothered about their £34 million profit.
They caused me to split, but then again if they are mental health experts I won't need to explain what this is. I am going to be ill now for hours, so thanks for triggering me.
Clearly you should sort out your phone lines if they are not working. You can surely afford it.
Thanks for ruining my morning by your incompetence. I shall go it alone and win against the NHS.
I have a sixth sense when I know someone cares when speaking to them over the phone, and this company have no care about the mentally ill.
BC IM. Utter liars. One of the most unhelpful companies I have ever come across. They don't even read emails. Lazy company.
Yes, Irwin Mitchell is a legitimate company with numerous verified reviews and a high rating of 5/5 based on real customer experiences. Clients have praised their professionalism and support throughout various legal processes.
Is Irwin Mitchell a scam?
No, Irwin Mitchell is not a scam. The company has received many verified reviews that highlight their commitment to customer service and successful outcomes, indicating a pattern of positive feedback from clients.
What services does Irwin Mitchell offer?
Irwin Mitchell specializes in a range of legal services including personal injury, medical negligence, and family law. Clients have reported positive experiences with their legal teams, who are noted for their thorough guidance throughout the process.
What payment methods does Irwin Mitchell accept?
Irwin Mitchell typically offers flexible payment plans tailored to clients' needs, ensuring accessibility to their legal services. Specific payment options can be discussed during the initial consultation.
All 5 questions →Show fewer questions
How can I contact Irwin Mitchell for support?
You can reach Irwin Mitchell through their website at www.irwinmitchell.com, where they provide contact information and options for inquiries. Clients have noted excellent communication from various team members, enhancing their overall experience.
Anyone can write a CrowdTrust review. People who write reviews have ownership to edit or delete them at any time, and they'll be displayed as long as an account is active.
I recently called Irwin Mitchell’s Sheffield office on +44 808 303 8125 to enquire about a potential conflict of interest before instructing them for legal representation. The experience was highly disappointing and unprofessional.
On my first call, the operative had no understanding of my query and abruptly hung up on me. I called again and reached another staff member who also struggled to understand the basic concept of a conflict check — a routine step any competent law firm should handle efficiently.
After explaining myself multiple times, she finally said she would forward the query to the relevant department, but then asked for my date of birth and even credit card details, stating that any work they do is chargeable. This is completely inappropriate for a preliminary conflict check, which every reputable firm should do free of charge before engagement.
I told her this was unacceptable and mentioned that a local solicitor was able to perform this check in 30 seconds without requesting any personal or payment details.
I am highly dissatisfied with the lack of professionalism, poor communication, and the fact that the operatives appear poorly trained and struggled with basic English. I now doubt whether anyone will follow up as promised, which is why I’m leaving this review.
My advice: Look elsewhere for legal representation — Irwin Mitchell clearly lacks the operational standards you’d expect from a top-tier firm.
Would give this a 0 if I could, the man, who I could barely understand becaus he spent the duration of the call mumbling, didn't seem to have the mildest idea about dentistry.
I spent 40 minutes describing the issue at length, he puts me on hold, then comes back and says ‘we can only make a dental claim for two or more teeth’ why was this not disclosed at the beginning of the call, instead of wasting 40 minutes not listening to me and repeating back the incorrect facts of what id just told him. Total time waster and have made a formal complaint
Called for legal advice. Was told somebody would contact me within a couple of days. Nobody called. I called again the following week and nobody answered the phone! Left a voice message, still no response. Awful customer service. Unprofessional. Will never use this firm.
No win no fee,
Irrwin Mitchell were the 5th Lawyers I called trying to get 1/2 hour for advice. I was willing to pay with all 5. Irwin Mithell wanted £12,000 up front to take on my case. So much for no win no fee Lawyers.
The state of the legal system in this lousy country is abysmal and degrading to the claimant
Irvine Mitchell replied asking for more information which I have provided. When a person asks for 1/2 hour with a Lawyer and is willing to pay for the privilege it stinks that the person on the other end of the phone, who I don't have details of says that they require £12.000 up front. (For what?).
The County court claim is only worth 2k and the up front fee has no bearing on my request.
I have never felt more unrepresented and frustrated in my life. Do not touch this firm if you're going under legal cover for employment law. I'm not sure how they call themselves lawyers as the one I was appointed, Nikita Shergill, put more effort into constantly assessing whether I was still eligible for legal cover than actually focusing on my case. In fact, I never once saw any real desire to actually win my case. All I got was wasting almost a year only to often hear either passive aggressive or robotic responses, apart from when I put my complaint in which was curiously positive - when the entire time it had not been. When things went wrong during trial they were completely doom and gloom, pretty much saying everything to apart from 'drop the case', with no assurance at all or desire shown to even attempt to win, but after I put a complaint in they suddenly had a myriad of reasons why the case had merit and how they would have fought for me. Why didn't they say all this during the proceedings? Why did you make it seem like I would be fighting this alone? You only spoke about Counsel's problems with the issues you put me in with the delay from going to ACAS twice.
At least let one other person not suffer the way I did by reading this and steer clear of this joke of a law firm. Represent yourself, you'll fare better.
It took Irwin Mitchell *12 years to complete my CICA claim. They frequently passed me between solicitors and they used terms like "mental retardation". Working with them was very traumatic.
Examples of their bad practice:
- an 18 month delay in them arranging the 'appointed deputy' meeting
- a 4 month delay for the post settlement meeting which they cancelled 2 hours before the meeting because they weren't prepared in time "the deputy had queried some financial figures..."
- misinformation regarding interim payments
- frequent delays and long waiting times
- I made my access needs very clear, they often paid no attention
- If I was delayed in communications they didn't call me/ prompt me (as I had asked them to in my access rider).
Their behaviour and their actions have had a negative impact on my quality of life - their inappropriate, uninformed behaviour has been traumatic and made building new pathways complicated and humiliating.
With regards to access and inclusivity their behaviour is archaic,
I am going through the relevant complaints procedures.
I am writing this with the hope that it will save somebody else from going through what they put me through.
*The date above is todays date because I am filing a complaint - it is still having an impact on my day to day life.
After this statement today in the newspapers made by an employment lawyer of Irwin Mitchell, I as a company owner who discourages discrimination will tomorrow cease all contracts with Irwin Mitchel for my nationwide factories.
By this statement by their own employee, it clearly shows the political view of Irwin Mitchell, who as a legal firm should treat people with equal respect no matter their gender, sexual identity, colour or religion.
Dailymail article - What-does-Supreme-Court-gender-ruling-mean-women-questions-answered-sharing-public-toilets-maternity-leave-competitive-sports 16/4/2025.
I lost the opportunity to have my true case to be heard in court because of this firm who still took payment for pursing a case they had not pleaded in full as per the original instructions
Part 4
Update 16th April 2025
Original Part 1 and 2 removed by TrustPilot under Irwin Mitchell request as individual names were used, which appears only acceptable to Irwin Mitchell if you are leaving a 5 star review and not a genuine 1 star experience.
Part 1 (text edited to fit)
Formal CEO complaint raised with Irwin Mitchell over the deplorable conduct of his staff 'The CEO collective' on the 20th March 2025 whilst they still conceal evidence and knowledge to their cover up of their significant claims handling failures and consequences to their client, the clients insurer (Arc Legal) and the Legal Ombudsman.
Their inappropriate and unprofessional claims handlings that included not pleading the case in full with courts, removing other areas of the case/injury without informing their client or insurer, withholding evidence and knowledge from the case, to our own medical expert and our own Barrister which all had significant and detrimental consequences to the case and the recovery of financial losses that were calculated to be between 350k to 400k.
To me, their complete and continued lack of openness, transparency, integrity and the absence of professionalism to be human, their failure to acknowledge and record their own avoidable failures have made me feel like taking my own life and their actions will have a lifelong scar on whatever life I have left.
The CEO’s collective have shown no shame and no remorse throughout.
I have now had to move out of my own home because of how Irwin Mitchell failed to act in the interest of their client and the financial losses.
To me, my case was nothing more than a 'meal ticket' for Irwin Mitchell to make money out of my own misfortunate circumstances.
The alleged 'human touch' was completely absent and the clients feelings and interests could not of been of any true concern from the point the wrong court pleadings were made and concealed for over 12 months into the case, which is also shown in manufactured/biased complaints procedures, the delayed and restricted Subject Access Requests and the time span that vital Irwin Mitchell documents and knowledge that fully supported his complaint was deliberately been concealed from the client and the Insurer (Arc Legal).
Despite concealing their full knowledge, the Legal Ombudsman was still able to record that Irwin Mitchells service as 'unreasonable' in critical areas of his case and complaint handling.
So far, No apology, No explanation, No Remedy from Irwin Mitchell.
Will Irwin Mitchell board of directors or CEO allow their employees to deliberately misinform to mislead the Solicitors Regulation Authority?
In a comparison case the SRA, who have already removed Irwin Mitchell's employee, (Person A) their regulated solicitor register due to conduct. For clarity, please see Solicitors Disciplinary Tribunal case 12598.
Will the CEO identify and remedy the consecutive untruths, failures, significant and detrimental consequences of his own staff when acting inappropriately against their clients interests and deliberately causing a financial loss and mental harm to their own client?
OR will the CEO of Irwin Mitchell fail to act or deal 'openly and honestly' with the complaint he has received on the 20th March 2025 and investigate and report on the actions of;
(Person B) Para Legal (Case handler)
(Person C) SRA Regulated Solicitor (Case handler - supervisor)
(Person D) SRA Regulated Solicitor and Practice Manager
(Person E) Senior Data Protection Manager
(Person F) Client Care and Resolution Senior Officer
(Person G) Regulatory Advisor
Part 2. Update 13th April 2025;
Anonymous response from Irwin Mitchell and email received from Trustpilot as Irwin Mitchell has requested more information and to validate my post as genuine.
This is a genuine experience which Irwin Mitchell's collective staff still to date have in depth knowledge and concealed evidence of the failures of claims handling.
As far as I am aware they have still concealed their failures from the Insurer even when they have been requested.
I did not receive a response from Irwin Mitchell and on telephoning the 'Client Care' team on the 9th April 2025 (Person H) advised that my complaint email had not been received and there was an issue with my emails getting through their fire wall.
Complaint reissued via alternative email and Irwin Mitchell, (Person H) said that she would now log it.
To the Client Experience Expert, should you require more information or confirmation of my experience you were already provided the contact of (Person C), Irwin Mitchell SRA Regulated Solicitor, Claims Handler and Supervising Manager to (Person B), Para Legal and Claims Handler.
Avoid This Cold, Robotic Firm – They Mishandled My Life-Altering Injury Claim and Left Me Permanently Disabled
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.
What a waste of time, spent hours on the phone over 2 different phone calls, for them to email weeks later to say they would no longer be taking on my claim due to it not being worth the money for them. What happened to helping people get the justice they deserve.
Irwin Mitchell is a legal services provider specializing in personal and business law. The company offers expert legal advice across various areas, including medical negligence, personal injury, family law, and commercial services. Irwin Mitchell is dedicated to supporting individuals and businesses during significant life events and unforeseen circumstances, ensuring clients receive clear and practical guidance from the outset.
The firm serves a diverse clientele, ranging from individuals seeking assistance with personal legal matters to businesses requiring comprehensive legal support in corporate, employment, and licensing issues. With a commitment to delivering impactful outcomes, Irwin Mitchell aims to make a meaningful difference in the lives of its clients by providing tailored legal solutions to address their unique situations.
