Insurance Claims Consultants For North East England

Yes, in many cases we can. Contacting your insurance company does not prevent you from later appointing Imperial Claims Consultants to assist with your property insurance claim.

Many policyholders notify their insurer before they become aware that independent professional claims assistance is available. Whether we are able to help will depend on the circumstances of your claim and the stage it has reached, but it is often possible for us to become involved after the claim has already started.

If you’ve only just reported the claim

If you’ve recently notified your insurer, the claim is usually still in its early stages.

Where you appoint us, we can review the circumstances of the loss, explain the claims process, help identify the information your insurer may require and become your professional point of contact throughout the claim where appropriate.

Our aim is to take much of the administration, communication and uncertainty off your shoulders while keeping you fully informed and involved in the important decisions.

If your claim is already underway

We can often assist with claims that are already in progress.

We’ll first review what has happened so far, including any correspondence, reports, photographs, quotations or other relevant information. We can then explain whether we believe there are aspects of the claim that may require further consideration and whether we feel we can assist.

If you decide to appoint us, we can liaise with your insurer, loss adjuster and other relevant parties on your behalf while keeping you informed throughout the process.

If you’ve already received a settlement offer

Before accepting a settlement, it is important that you understand exactly what the offer covers and whether it is intended to settle all or part of your claim.

If you would like an independent review before making your decision, we may be able to help.

Once a settlement has been accepted, it can often be more difficult to revisit the claim, so if you have any concerns it is usually sensible to seek advice before accepting an offer.

Why is earlier involvement often beneficial?

The earlier we understand what has happened, the more opportunity we have to review the circumstances of the loss and help you through the claims process.

This does not mean you should delay notifying your insurer. It is generally important to report insured damage promptly in accordance with your policy.

When speaking with your insurer, simply provide accurate information based on what you know. If you do not know the answer to a question or the cause of the damage has not yet been established, it is better to say so than to guess.

What should I do next?

If you’ve already contacted your insurer but would like independent professional claims assistance, simply get in touch with Imperial Claims Consultants.

We’ll ask a few questions about what has happened, explain whether we believe we may be able to help and, if appropriate, explain the basis on which our service can be provided.

If we don’t believe our involvement would add value or that we are the right organisation to assist, we’ll tell you honestly.

If your home has become uninhabitable following a fire, flood, escape of water or another insured event, one of the first questions many families ask is, “What about our pets?”

At Imperial Claims Consultants, we understand that pets are part of the family. Their welfare is an important consideration during your recovery and, where we are assisting with your claim, we will take that into account from the outset.

Alternative accommodation

Many home insurance policies provide cover for alternative accommodation if your home cannot be lived in while repairs are carried out.

If pets are part of your household, we’ll make your insurer aware of this as early as possible and, wherever reasonably possible, seek pet-friendly accommodation so your family can remain together throughout the recovery period.

Kennel and cattery costs

Sometimes, suitable pet-friendly accommodation simply isn’t available.

Depending on the wording of your insurance policy, there may be cover for reasonable boarding costs, such as kennels or catteries, as part of your additional living expenses.

We’ll review your policy carefully and, where cover is available, help ensure these costs are properly considered as part of your claim.

Your pets are part of your recovery too

Recovering from significant property damage isn’t just about repairing a building.

It’s about helping you, your family and everyone who depends on your home.

Where we are assisting with your claim, we’ll take your pets into account throughout the recovery process rather than treating them as an afterthought.

Every insurance policy is different

The cover available will always depend on the wording of your individual insurance policy.

One of the first things we do is review your policy to explain what cover may be available and how it applies to your particular circumstances.

Tell us about your pets

If you have pets, let us know as early as possible.

The sooner we understand your family’s circumstances, the sooner we can take them into account when discussing temporary accommodation and planning your recovery.

Because we understand…

We understand this personally.

Winston, our much-loved Cavapoo, is very much part of the M&D family.

We know pets aren’t “just animals”—they’re family.

That’s why, when we’re helping clients recover from property damage, we believe their welfare deserves consideration too.

No hidden costs, everything is agreed with you in writing before we begin, and we’ll always explain exactly how our fee works for your specific situation.

 

For clarity, here’s the complete picture of what you may pay:

 

Our fee: nothing if our group’s contractors carry out the repair works (they pay our fee); typically 10% of the settlement plus VAT if you use your own contractors. No Win No Fee applies either way.

 

Your insurance excess: this is set by your insurance policy, not by us, and applies to any claim however it’s handled. If our contractors carry out the works, we currently contribute up to £1,000 towards it through our Excess Contribution Voucher (terms apply).

 

Anything else: Nothing. There are no administration fees, no upfront payments and there are no other charges unless we have agreed something with you first.

A good managing agent is worth their weight in gold and, in fact, many of the best managing agents we know are the ones who introduce their landlords to us when something goes wrong. Here’s why.

Property management and insurance claims are different professions

Managing agents are specialists in looking after rental properties, tenants, maintenance, compliance and the day-to-day management of your investment.

A property insurance claim is a different discipline. It is a specialist insurance claims process governed by the terms of your policy and the circumstances of the loss.

Property insurance claims are our day job.

At Imperial Claims Consultants, helping policyholders navigate property insurance claims is what we do every day.

M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508) to carry on regulated claims management activities.

We already work alongside many managing agents

Many of the managing agents who introduce landlords to Imperial Claims Consultants do so because they recognise that property management and specialist insurance claims handling are different disciplines.

By working together, everyone can focus on what they do best, helping the landlord achieve the best possible recovery.

Your managing agent remains an important part of the process

Appointing Imperial Claims Consultants doesn’t replace your managing agent.

Quite the opposite.

Your managing agent continues looking after your property, your tenants and the day-to-day management of the tenancy, while we focus on the insurance claim itself.

It’s a collaborative approach that allows each professional to concentrate on their area of expertise.

Experience matters

Even an experienced managing agent may only deal with a limited number of significant insurance claims during their career.

Property insurance claims are our day job.

We deal with them every day.

That experience can make a significant difference to how a claim is understood, evidenced and progressed.

What about our fees?

Depending on the circumstances of your claim, we may be able to offer our No Win No Fee service.

Where that’s appropriate, we’ll explain exactly how our service works before you decide whether to appoint us.

You can also read our FAQ:

“What will it cost me?”

for a full explanation of the options available.

The strongest recovery team

We believe the strongest recovery team is one where everyone works together.

Your managing agent looks after your property.

Your loss assessor looks after your insurance claim.

Together, both are working towards the same objective…

Helping you recover as quickly and smoothly as possible.

From Disaster to Recovery. We’ve got you.

Every property insurance claim is different. However, most successful claims follow a structured process. Understanding what happens next can make what feels like an overwhelming situation much easier to manage.

1. Make sure everyone is safe

Your first priority should always be the safety of you, your family, your tenants or your staff.

If emergency services are required, contact them immediately.

Where it is safe to do so, take reasonable steps to prevent further damage to the property, as many insurance policies require you to mitigate further loss.

If the damage has resulted from theft, burglary, vandalism or another criminal act, you should also report the matter to the police and obtain a crime reference number where appropriate.

2. Notify your insurer

Most insurance policies require you to notify your insurer of the loss as soon as reasonably possible.

Provide accurate information based on what you know. If you do not yet know the cause of the damage or the full extent of the loss, it is better to say so than to speculate.

3. Contact Imperial Claims Consultants

If you would like independent professional claims assistance, contact us as early as possible.

We’ll ask you some initial questions about what has happened, explain how the claims process works and carry out an initial review to determine whether we believe we may be able to help.

If you decide to appoint us, we’ll explain the basis of our service before any work begins.

4. Understanding your claim

Where we are appointed, one of our first priorities is to understand both the damage and your insurance policy.

Depending on the circumstances, we may:

• review your insurance policy;
• inspect the damage;
• consider photographs and other evidence;
• identify the insured losses;
• discuss any immediate concerns, such as temporary accommodation or business interruption; and
• explain what information may be required to support your claim.

5. Managing the claims process

If appointed, we can help manage many aspects of the insurance claim on your behalf.

This may include communicating with your insurer, loss adjuster, surveyors and other relevant parties, helping prepare supporting information and keeping you informed as your claim progresses.

You remain involved in the important decisions throughout the process.

6. Recovery and reinstatement

Every claim is different.

Depending on the circumstances, your recovery may involve emergency works, drying, specialist cleaning, temporary accommodation, repairs or full reinstatement.

Our role is to help guide you through the insurance claims process while keeping your recovery moving forward.

7. Settlement and completion

When your insurer reaches a decision, we’ll help you understand what it means and answer any questions you may have.

If your claim is successful and repairs are required, we’ll explain the available options and continue supporting you, where appropriate, through to the completion of your recovery.

How long does the process take?

Unfortunately, there is no single answer.

The timescale will depend on the nature of the damage, the complexity of the claim, the investigations required, the availability of contractors and other factors outside anyone’s control.

Throughout the process, our aim is to keep you informed, provide clear advice and help move your claim forward as efficiently as possible.

In most cases, no. Policyholders are generally free to appoint a professional loss assessor to assist them with their property insurance claim.

Insurance companies may appoint a loss adjuster to investigate and assess a claim on their behalf. Equally, if you wish, you may appoint your own loss assessor to provide independent professional claims assistance and represent your interests throughout the claims process.

These are different roles, and it is entirely possible for both professionals to be involved in the same claim.

Will appointing a loss assessor affect my claim?

Simply appointing a loss assessor should not, in itself, prejudice your insurance claim.

Your insurer should continue to assess the claim in accordance with the terms of your insurance policy and the available evidence.

Where Imperial Claims Consultants is appointed, we aim to work professionally with insurers, loss adjusters and other parties involved in the claim while representing our client’s interests.

Will my insurer pay my loss assessor’s fees?

That will depend on the circumstances and the terms on which you appoint your loss assessor.

Before you decide whether to appoint Imperial Claims Consultants, we’ll explain clearly how our service works, including any applicable fees and the options available to you.

You can also read our FAQ:

“What will it cost me?”

for a full explanation of our charging arrangements.

Should I choose an FCA-authorised loss assessor?

We believe this is an important consideration.

Claims management activities are regulated, and you should understand who you are appointing and how they are regulated.

M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508) to carry on regulated claims management activities.

If you’re considering appointing any loss assessor, it’s sensible to check that they are appropriately authorised to carry on the regulated activities they are offering.

Do I have to appoint a loss assessor?

No.

Many straightforward insurance claims are handled directly between the policyholder and the insurer.

However, if your claim is significant, complex or you would simply like independent professional support throughout the process, you may decide that appointing a loss assessor is right for you.

If you’re unsure whether you would benefit from professional claims assistance, contact Imperial Claims Consultants. We’ll discuss your circumstances honestly and explain whether we believe we may be able to help.

Every loss assessor operates differently. What makes Imperial Claims Consultants different is the way we help guide our clients from the initial damage through to recovery.

Many firms focus primarily on the insurance claim itself. Our approach goes further by helping clients navigate the wider recovery process that often follows significant property damage.

Our Recovery approach

At Imperial Claims Consultants, we work closely with M&D Specialist Cleaning Services and M&D Building & Construction North East Ltd.

Together, our approach is built around three simple principles:

We Lead

Imperial Claims Consultants manages the insurance claim from the outset.

Where appointed, we can help review your policy, liaise with your insurer and loss adjuster, coordinate the claims process and provide professional guidance throughout your recovery.

We Rescue

Where specialist cleaning, drying, decontamination or emergency response services are required, M&D Specialist Cleaning Services can provide those services where appropriate.

We Restore

Where repair or reinstatement works are required, M&D Building & Construction North East Ltd, together with its carefully selected network of approved subcontractors, can undertake or coordinate those works where appropriate.

One recovery. One team.

Significant property damage often involves numerous different professionals.

Instead of trying to coordinate multiple organisations yourself, our aim is to provide a joined-up recovery experience with clear communication and continuity throughout the process.

That means fewer handovers, fewer misunderstandings and one professional team helping guide your recovery.

What does this mean for you?

Recovering from property damage isn’t simply about settling an insurance claim.

It’s about helping you return to normal life as smoothly as possible.

Our approach is designed to reduce unnecessary stress by bringing together professional claims assistance, specialist recovery services and reinstatement expertise when required.

Every claim is different, and the support provided will always depend on the circumstances of your claim and the services you choose to use.

Transparency is important

We believe clients should understand exactly how our businesses work together.

M&D Specialist Cleaning Services and M&D Building & Construction North East Ltd are associated companies operating alongside Imperial Claims Consultants.

Where we recommend services provided by those businesses, or by contractors from our approved network, we’ll explain the relationship clearly before you make any decision.

If you prefer to use your own contractors, we’ll explain the options available to you and how that may affect the way our service is provided.

Why clients choose Imperial Claims Consultants

Many of our clients tell us they value having one professional team helping to guide them through one of the most stressful experiences they have ever faced.

From the first notification of damage through to the completion of recovery, our aim is simple:

To help make your recovery as straightforward, well-managed and stress-free as possible.

From Disaster to Recovery. We’ve got you.

The main difference is who they are appointed to represent during the insurance claim.

A loss adjuster is commonly appointed by an insurance company to investigate and assess an insurance claim on the insurer’s behalf.

A loss assessor is appointed by the policyholder to provide professional claims assistance and represent the policyholder’s interests during the claims process.

Imperial Claims Consultants acts on behalf of policyholders. We do not act for insurance companies.

What does a Loss Adjuster do?

A loss adjuster may be appointed by an insurer following notification of an insurance claim.

The precise role will depend on the circumstances of the claim and the instructions received from the insurer. This may include investigating the circumstances of the loss, reviewing the damage and available evidence, considering the relevant insurance policy and reporting to the insurer.

The loss adjuster may also communicate with the policyholder and other relevant parties while the claim is being investigated and assessed.

A loss adjuster’s involvement does not necessarily mean that your claim will be accepted or declined. The insurer remains responsible for its decisions in relation to the insurance claim.

What does a Loss Assessor do?

A loss assessor is appointed by the policyholder.

Where Imperial Claims Consultants is appointed, our role is to provide professional claims assistance and represent your interests during the property insurance claims process.

Depending on the circumstances of your claim, this may include:

• reviewing the circumstances of the loss and relevant insurance policy documentation;
• helping you understand the claims process and your responsibilities as a policyholder;
• reviewing available evidence and information relating to the property damage;
• helping to identify relevant heads of loss and supporting information;
• liaising with the insurer, loss adjuster, surveyors and other relevant parties;
• attending relevant meetings or inspections where appropriate; and
• representing your interests during the insurance claims process.

The precise assistance we provide will depend on the circumstances of your claim and will be explained before you decide whether to appoint us.

Is a Loss Adjuster independent of my insurance company?

The important question is who has appointed the loss adjuster and in what capacity they are acting.

Where a loss adjuster has been appointed by your insurer, they are carrying out their professional role in connection with the insurer’s handling and assessment of the claim.

This does not mean that a loss adjuster should act improperly or unfairly. It simply means that they have not been appointed by you to represent your interests as the policyholder.

A loss assessor, by comparison, is appointed by the policyholder to provide professional claims assistance on the policyholder’s behalf.

Do Loss Adjusters and Loss Assessors work against each other?

They should not need to.

Loss adjusters and loss assessors have different roles and may represent different parties during the claims process.

At Imperial Claims Consultants, we believe claims should be dealt with professionally and based on the relevant policy wording, the facts and the available evidence.

Where we are appointed, we may communicate and work professionally with the insurer’s loss adjuster while representing the interests of our client, the policyholder.

There may be issues on which the parties disagree. Where that happens, our role is to explain and support our client’s position clearly and professionally.

Why might I appoint a Loss Assessor?

Insurance companies and their representatives deal with insurance claims regularly. For many policyholders, a significant fire, flood, escape of water or other property loss may be the first major insurance claim they have experienced.

You may decide that you would benefit from having professional claims assistance focused on your interests during the process.

This may be particularly relevant where:

• the property damage is significant;
• the claim is complex;
• you are unsure how the insurance policy may respond;
• the claim involves several different parties or professionals;
• you are finding the claims process difficult to manage; or
• you are experiencing problems or disagreement during the claim.

Not every property insurance claim requires a loss assessor.

If you contact Imperial Claims Consultants, we can carry out an initial review of your situation and explain whether we believe we may be able to assist.

Who does Imperial Claims Consultants represent?

Imperial Claims Consultants acts on behalf of policyholders in relation to property insurance claims.

We do not act for insurance companies.

M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508).

If you have suffered significant property damage and are unsure who is representing your interests during the insurance claim, contact us and explain what has happened. We will tell you honestly whether we believe we may be able to help.

Your insurance broker and a loss assessor perform different roles, and in many cases they can both remain involved during your insurance claim.

A good insurance broker can be extremely valuable. Your broker may have helped you arrange your insurance cover, understand the options available when the policy was placed and communicate with the insurer when a claim is first reported.

Imperial Claims Consultants provides a different service. We act on behalf of policyholders in relation to property insurance claims.

What is the role of my insurance broker?

An insurance broker’s role will depend on the services they provide and the arrangements they have with you.

Typically, a broker may help you arrange insurance cover, discuss your insurance requirements and assist with communication when a claim is reported.

Some brokers also provide claims support to their clients.

We do not suggest that every insurance broker provides the same level or type of claims assistance.

What does Imperial Claims Consultants do differently?

Imperial Claims Consultants specialises in assisting policyholders with property insurance claims.

Where we are appointed, our role may include reviewing the circumstances of the loss and relevant policy documentation, helping you understand the claims process, reviewing available evidence and liaising with the insurer, loss adjuster, surveyors and other relevant parties.

We act on behalf of the policyholder in relation to the insurance claim.

We do not act for insurance companies.

M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508).

Does appointing Imperial Claims Consultants mean I stop using my broker?

No, not necessarily.

Your broker may remain involved and continue to assist you in relation to your wider insurance arrangements.

Where appropriate, Imperial Claims Consultants can liaise with your broker and other relevant parties while providing professional assistance in relation to the property insurance claim.

It does not have to be a choice between your broker and a loss assessor.

Why might I appoint a loss assessor if I already have a broker?

A significant property insurance claim can involve detailed policy wording, evidence, reports, meetings and ongoing communication with the insurer and its appointed representatives.

You may decide that you would benefit from appointing a professional whose role is specifically focused on assisting you with the insurance claim.

This may be particularly relevant where the property damage is significant, the claim is complex, the claim is taking considerable time to manage or you are experiencing difficulties during the claims process.

Whether you need a loss assessor will depend on your individual circumstances and the level of claims assistance already available to you.

Can my insurance broker work with Imperial Claims Consultants?

Yes.

We are happy to work professionally alongside insurance brokers where this is appropriate and in the interests of the policyholder.

We believe clear communication between the policyholder and the relevant professionals involved can help everyone understand their respective roles during the claims process.

How do I know whether I need additional claims assistance?

If you already have an insurance broker, you may wish to understand what claims assistance they are able to provide and compare this with the professional support you require.

If you have suffered significant property damage or are experiencing difficulties with a property insurance claim, you can contact Imperial Claims Consultants and explain what has happened.

We can carry out an initial review of your situation and explain whether we believe we may be able to assist.

If we do not believe you require our assistance or that we are the right organisation to help with your particular claim, we will tell you.

When you suffer significant property damage, you need someone who is focused on helping you through the insurance claims process. That’s where Imperial Claims Consultants may be able to help.

We act on behalf of policyholders, not insurance companies.

Every property insurance claim is different, and the support we provide will always depend on the circumstances of the loss, the terms of your insurance policy and the evidence available.

Where we are appointed, our role may include:

• helping reduce the stress and administrative burden of the claims process;
• helping you understand your responsibilities under your insurance policy;
• reviewing the circumstances and extent of the loss;
• identifying relevant heads of loss and supporting evidence;
• liaising with insurers, loss adjusters, surveyors and other relevant parties involved in the claim; and
• where appropriate, helping coordinate the recovery and reinstatement process.

Why do people appoint Imperial Claims Consultants?

Many of our clients tell us they simply wanted someone experienced to guide them through what can often be a stressful and unfamiliar process.

Property insurance claims can involve policy wording, inspections, reports, meetings, evidence gathering and ongoing communication with insurers and their appointed representatives.

Our role is to help you understand the process, represent your interests where appointed and provide professional guidance throughout your recovery.

Every claim is different

Not every insurance claim requires a loss assessor.

Some claims are straightforward and can be managed directly between the policyholder and the insurer.

Others are more complex or time-consuming, and you may decide that independent professional assistance would be beneficial.

Whether we are able to help will always depend on the individual circumstances of your claim.

What happens next?

If you think you may benefit from independent professional claims assistance, contact Imperial Claims Consultants for an initial review.

We’ll discuss what has happened, explain whether we believe we may be able to help and answer any questions you may have before you decide whether to appoint us.

If we don’t believe our involvement is likely to add value or that we are the right organisation to assist, we’ll tell you honestly.

What about your fees?

The basis on which our service may be offered will depend on the circumstances of your claim.

Before you decide whether to appoint Imperial Claims Consultants, we’ll explain clearly how our service works and any fees or payment arrangements that may apply.

For a full explanation, please see our FAQ:

“What will it cost me?”

Not necessarily. Many property insurance claims are handled directly between the policyholder and their insurer without the need for a loss assessor.

Whether appointing a loss assessor is right for you will depend on the nature of your claim, its complexity and the level of support you would like throughout the claims process.

When might a loss assessor be helpful?

You may wish to consider appointing a loss assessor if:

• your property has suffered significant damage;
• your claim is complex;
• you are struggling to manage the claim yourself;
• you are unsure what your insurance policy covers;
• you are finding the claims process stressful or time-consuming; or
• you would like independent professional assistance throughout the claim.

Every situation is different, which is why we take the time to understand your circumstances before advising whether we believe we can help.

Do I have to appoint a loss assessor?

No.

There is no requirement to appoint a loss assessor, and many policyholders choose to deal directly with their insurer.

Our role is to provide an additional level of professional support where it is needed and where the policyholder believes it would be beneficial.

How do I know if my claim is suitable?

The best place to start is with a conversation.

We’ll ask a few questions about what has happened, explain how the claims process works and discuss whether we believe our involvement is likely to add value.

If we think your claim is straightforward and you are unlikely to benefit from appointing us, we’ll tell you honestly.

What happens if I decide to appoint Imperial Claims Consultants?

If you decide to appoint us, we’ll explain how our service works, the basis on which it is being offered and answer any questions you may have before any work begins.

You should always understand how our service operates before deciding whether to appoint us.

What about your fees?

The way our service is provided will depend on the circumstances of your claim.

Depending on the situation, we may be able to offer our No Win No Fee service or another agreed arrangement.

Whatever the basis of our appointment, we’ll explain it clearly before you decide whether to proceed.

Please also see our FAQ:

“What will it cost me?”

for a full explanation of our charging arrangements.

The cost of using Imperial Claims Consultants will depend on the circumstances of your property insurance claim and the type of assistance you require.

We will explain the basis of our service and any fees or charges before you decide whether to appoint us.

How do your fees work?

Following an initial review of your situation, we will explain whether we are able to assist and the basis on which our service may be offered.

Depending on the circumstances, there are likely to be three possible outcomes:

1. We may be able to offer our No Win No Fee service

For suitable claims, we may be able to act on a No Win No Fee basis.

The terms of the arrangement, including any fees or charges that may become payable following a successful outcome and any other circumstances in which a payment may be due, will be explained to you before you decide whether to proceed.

2. We may be able to assist for an agreed fee

In some circumstances, we may be able to provide professional claims assistance but not on a No Win No Fee basis.

If this applies, we will explain the service we can provide and confirm the proposed fee or the basis on which the fee will be calculated before any chargeable work is undertaken.

3. We may tell you that we are unable to take on your claim

There will be situations where, following our initial review, we do not believe we are able to assist or it would not be appropriate for us to take on the claim.

If that is our assessment, we will tell you.

What if repair, recovery or reinstatement works are required?

Depending on the circumstances of your claim, specialist recovery, cleaning, drying or reinstatement works may be required.

Imperial Claims Consultants acts on behalf of the policyholder in relation to the insurance claim. Where we are appointed, we may liaise with the insurer, loss adjuster, surveyors, contractors and other relevant parties involved in the claims and recovery process.

Imperial Claims Consultants is part of a wider group of family-run businesses involved in property recovery. This includes M&D Specialist Cleaning Services, which provides specialist cleaning, drying and disaster recovery services, and M&D Building & Construction North East Ltd, which provides building and reinstatement services.

M&D Building & Construction North East Ltd also works with a panel of vetted and approved specialist subcontractors where particular trades or expertise are required.

Where one of our associated businesses or a contractor within the wider recovery team may be involved, we will explain the relationship and the proposed role of the relevant business or contractor.

The decision about how repair, recovery or reinstatement works proceed will depend on the circumstances of the claim and the arrangements agreed with you and other relevant parties.

You are not required to appoint an associated M&D business simply because Imperial Claims Consultants is assisting with your insurance claim.

Where a contractor, associated business or another third party is involved in funding or paying any part of our service, we will explain the relevant arrangement to you before you decide whether to appoint us.

Your insurance policy excess and any costs that are not covered by your insurance policy may remain your responsibility.

Will there be any hidden fees?

No. We will explain our fees, charges and the basis of our service before you decide whether to appoint us.

The precise arrangement will depend on the circumstances of your claim and the service we are able to provide.

You will have the opportunity to consider the relevant terms before entering into an agreement with Imperial Claims Consultants.

Can I speak to you before deciding?

Yes.

If you have suffered property damage and are unsure whether you need professional claims assistance, you can contact us and explain what has happened.

We can carry out an initial review of your situation and explain whether we may be able to help and, if so, the basis on which our service may be offered.

We believe you should understand how our service works and what you may be required to pay before you decide whether to appoint us.

If Imperial Claims Consultants has agreed to act for you on a No Win No Fee basis, the terms of that arrangement will be explained to you before you decide whether to appoint us.

For suitable property insurance claims, we may be able to provide our claims service on a No Win No Fee basis.

The precise terms of our service and any circumstances in which a fee or other payment may become due will be set out in the relevant agreement before we begin chargeable work.

What does No Win No Fee mean?

Where we have specifically agreed to act for you on a No Win No Fee basis, whether our professional fee becomes payable will depend on the terms of the agreement entered into with you.

We will explain the charging arrangement clearly before you decide whether to proceed.

You should read the relevant agreement carefully and ask us about anything you do not understand before appointing Imperial Claims Consultants.

Are all claims handled on a No Win No Fee basis?

No.

Not every property insurance claim will be suitable for our No Win No Fee service.

Following an initial review of your situation, we will explain whether we may be able to assist and the basis on which our service may be offered.

Depending on the circumstances, we may be able to offer our No Win No Fee service, provide professional assistance for an agreed fee or tell you that we are unable to take on the claim.

What if you offer to assist me for an agreed fee?

In some circumstances, we may be able to provide professional claims assistance but not on a No Win No Fee basis.

If this applies, we will explain the service we can provide and confirm the proposed fee or the basis on which the fee will be calculated before any chargeable work is undertaken.

You can then decide whether you wish to proceed.

Will you explain the costs before I appoint you?

Yes.

We will explain the basis of our service and any fees or charges before you decide whether to appoint Imperial Claims Consultants.

The precise arrangement will depend on the circumstances of your claim and the service we are able to provide.

We believe you should understand how our service works and what you may be required to pay before you decide whether to appoint us.

Where can I find more information about your fees?

Please see our FAQ “What will it cost me?” for a wider explanation of the different ways in which our service may be offered.

If you are considering appointing Imperial Claims Consultants, we will explain the proposed arrangement for your particular circumstances before you decide whether to proceed.

Imperial Claims Consultants provides professional property insurance claims assistance to homeowners, landlords, property investors and businesses.

We act on behalf of the policyholder, not the insurance company.

Our role is to help you understand and navigate the property insurance claims process, represent your interests and, where we are appointed, liaise with the insurer, loss adjuster and other relevant parties involved in the claim.

What types of property insurance claims can you help with?

Depending on the circumstances of the loss and the terms of the insurance policy, we may be able to assist with claims involving:

• fire and smoke damage;
• escape of water and burst pipes;
• flood damage;
• storm damage;
• impact damage and explosions;
• subsidence, heave and landslip;
• theft, burglary and malicious damage;
• business interruption;
• loss of rent; and
• other significant property damage claims.

Insurance policies and claims differ, so the existence of damage does not automatically mean that a loss is covered.

We can review the circumstances of the loss and the relevant policy documentation and explain whether and how we may be able to assist.

What does a loss assessor do?

A loss assessor acts on behalf of the policyholder during an insurance claim.

Where Imperial Claims Consultants is appointed, the assistance we provide will depend on the circumstances of the claim and may include:

• reviewing the circumstances of the loss and relevant insurance policy documentation;
• helping you understand the claims process and your responsibilities as a policyholder;
• identifying and helping to preserve relevant evidence;
• reviewing the extent of the property damage and the information available in support of the claim;
• liaising with insurers, loss adjusters, surveyors and other relevant parties;
• helping to identify relevant heads of loss and supporting information;
• representing your interests during the insurance claims process; and
• helping to coordinate communication during the wider recovery process where appropriate.

The precise assistance we provide will be explained before you decide whether to appoint us.

Can you help with a new, ongoing or declined insurance claim?

Potentially, yes.

We may be able to assist when property damage has recently occurred, when an insurance claim is already underway or where an insurer has declined a claim.

The earlier we understand what has happened, the earlier we can consider the circumstances and explain whether we may be able to help.

If a claim has already been declined, we can carry out an initial review of the circumstances and available information. Not every declined claim can or should be challenged, and we will tell you honestly if we do not believe we are able to assist.

Do Imperial Claims Consultants carry out cleaning, drying or building works?

Imperial Claims Consultants acts on behalf of the policyholder in relation to the insurance claim. ICC does not itself carry out specialist cleaning, drying or building works.

Imperial Claims Consultants is part of a wider group of family-run businesses involved in property recovery.

M&D Specialist Cleaning Services provides specialist cleaning, drying and disaster recovery services.

M&D Building & Construction North East Ltd provides building and reinstatement services and works with a panel of vetted and approved specialist subcontractors where particular trades or expertise are required.

Where one of our associated businesses or another contractor may be involved in the recovery or reinstatement process, we will explain the relationship and the proposed role of the relevant business or contractor.

You are not required to appoint an associated M&D business simply because Imperial Claims Consultants is assisting with your insurance claim.

Who do you help?

We may be able to assist:

• homeowners;
• landlords;
• property investors;
• business owners; and
• commercial and industrial property interests.

Whether we are able to assist will depend on the circumstances of the loss, the insurance policy and the professional assistance required.

How do I know if Imperial Claims Consultants can help me?

If you have suffered significant property damage or are experiencing difficulties with a property insurance claim, contact us and explain what has happened.

We can carry out an initial review of your situation and explain whether we may be able to assist and the basis on which our service may be offered.

We will be open and honest about whether we believe Imperial Claims Consultants is the right organisation to assist with your particular claim.

We primarily help property owners and businesses across the North East of England and surrounding areas.

Imperial Claims Consultants is based in Chester-le-Street, County Durham, and we assist homeowners, landlords, property investors and businesses with property insurance claims across the wider North East region.

Which areas do you cover?

Our operating area extends approximately 75 miles from our Chester-le-Street office, depending on the circumstances of the claim and the assistance required.

This includes many areas across County Durham, Tyne and Wear, Northumberland, Teesside and surrounding parts of the North East and North Yorkshire.

If you are unsure whether we cover your area, contact us and tell us where the damaged property is located.

We will confirm whether we are able to assist.

Does the type or size of claim affect where you can help?

It may.

The assistance required can vary considerably between property insurance claims. A major fire, significant flood or complex commercial property loss may require a different level of involvement from a smaller residential claim.

We will consider the location of the property, the circumstances of the loss and the type of professional assistance required when deciding whether we are able to help.

What types of property do you help with?

We may be able to assist with property insurance claims involving:

• homes and residential properties;
• rental and investment properties;
• commercial premises;
• industrial properties; and
• other insured buildings and property interests.

Whether we are able to assist will depend on the circumstances of the claim, the insurance policy and the service required.

What if my property is outside your usual operating area?

Please still contact us.

In some circumstances, we may be able to consider a claim outside our usual operating area, particularly where the nature or complexity of the loss requires specialist claims assistance.

We will review the circumstances and tell you honestly whether we believe we are able to provide the appropriate level of support.

If you’ve suffered property damage and are unsure whether we cover your area, simply get in touch. Tell us where the property is and briefly explain what has happened. If we can help, we’ll explain how. If we can’t, we’ll do our best to put you in touch with a reputable, FCA-authorised loss assessor who may be able to assist. We believe finding the right help is more important than simply turning someone away.

Yes — in some circumstances, we may still be able to help.

If your property has been damaged and you do not have your own insurance cover, the first question is whether another person, business or organisation may be legally responsible for the damage.

Depending on what happened, it may be possible to pursue the responsible party or their insurer for some or all of the losses arising from the damage. This is often referred to as a third-party recovery.

However, the fact that damage came from another property, person or activity does not automatically mean that someone else is legally responsible for your loss.

What types of uninsured property damage may involve another party?

Examples may include:

• Escape of water from a neighbouring property — for example, a leak from a flat above damages your ceilings, walls or contents.
• Vehicle impact — a car, van or delivery vehicle collides with a wall, gatepost, shopfront or building.
• Fire spreading from another property — a fire starts elsewhere and causes damage to your home, investment property or business premises.
• Damage caused during building or contractor works — for example, damage arising during roofing, excavation or other construction activity.
• Damage involving neighbouring trees or structures — where a tree, wall, fence or other structure causes damage to your property.

These are examples only. Whether another party may be responsible will depend on the individual facts and circumstances.

Does someone have to be at fault?

Not every uninsured property loss can be recovered from someone else.

In many cases, it will be necessary to consider whether another party may have failed to take reasonable care and whether that failure caused or contributed to the damage. In other situations, a different legal basis of responsibility may need to be considered.

Liability will depend on the facts, the available evidence and the relevant legal position.

For example, if a pipe in a neighbouring property suddenly bursts without warning and water enters your home, the fact that the water came from next door does not automatically make your neighbour legally responsible.

However, the position may require closer investigation if there is evidence of a known problem that was ignored or other circumstances suggesting that reasonable steps may not have been taken.

What should I do after discovering the damage?

Your immediate priority should be safety and taking reasonable steps, where it is safe to do so, to prevent the damage from becoming worse.

Photograph and video the affected areas and, where possible, record any visible source or cause of the damage. Keep copies of correspondence, reports, quotations and receipts connected with the incident.

Do not rush to dispose of damaged items unless this is necessary for health or safety reasons. If something must be removed, photograph and record it first where it is safe and practical to do so.

Early evidence can be important when the circumstances of the damage and any potential responsibility are considered later.

How can Imperial Claims Consultants help?

Imperial Claims Consultants acts on behalf of property owners and policyholders in relation to property damage and insurance claims.

Where you do not have your own insurance cover, we can carry out an initial review of what has happened and consider whether the circumstances may justify further investigation into a possible third-party recovery.

Depending on the circumstances, this may include reviewing the available evidence and helping you understand the potential next steps.

We will be open and honest about whether we believe the circumstances justify further investigation and whether we are able to assist.

Where specialist legal advice or court proceedings may be required, we may recommend that you obtain independent legal advice or, where appropriate, refer you to a suitable legal specialist.

Can you guarantee that my losses will be recovered?

No.

Whether any recovery can be made will depend on the facts, the evidence, the legal responsibility of the parties involved and, where relevant, the position taken by the third party or their insurer.

We will not tell you that a recovery is guaranteed simply because your property has been damaged by something originating elsewhere.

If you have suffered property damage and do not have your own insurance cover, contact us and explain what has happened. We can carry out an initial review and tell you honestly whether we may be able to help.

Receiving a letter or email informing you that your property insurance claim has been declined can be frustrating, upsetting and, in many cases, completely unexpected.

Whether you are a homeowner, landlord, property investor or business owner, a rejected claim does not necessarily mean the decision is correct or that it is the end of the matter.

In some cases, insurance claims can be successfully challenged because the policy has been misunderstood, relevant evidence has been overlooked or the claim may not have been assessed correctly.

Supporting you – and everything that matters to you.

Yes – we may still be able to help

A declined property insurance claim is not always the final answer.

At Imperial Claims Consultants, we can review the insurer’s decision, the relevant policy wording, the circumstances of the loss and the evidence available. We will then provide an honest view on whether the decision appears reasonable, whether there may be realistic grounds to challenge it and what options may be available to you.

In some cases, a declined claim may be challenged through the insurer’s formal complaints process. Where appropriate, an unresolved complaint may also be referred to the Financial Ombudsman Service for an independent review.

Why are property insurance claims declined?

There are many reasons why a property insurance claim may be declined. In some cases, the insurer’s decision may be consistent with the terms and conditions of the policy. In others, the decision may be capable of challenge because the policy wording has been interpreted differently, important evidence has not been fully considered or further information has become available.

Some common reasons for a property insurance claim being declined include:

• Policy exclusions: the insurer considers the cause or type of damage to be excluded under the policy.
• Wear and tear or poor maintenance: the insurer believes the damage arose gradually rather than from a sudden insured event.
• Insufficient evidence: there is not enough information available to establish the cause, circumstances or value of the loss.
• Policy conditions: the insurer considers that a condition of the policy has not been complied with.
• Non-disclosure or misrepresentation: the insurer believes inaccurate or incomplete information was provided when the policy was arranged or renewed.
• A disputed cause of damage: the insurer’s interpretation of what caused the damage differs from that of the policyholder or another expert.
• Underinsurance or policy limitations: the sums insured, cover limits or other policy provisions may affect the claim.

Every claim is different. A declined insurance claim should be assessed on its individual facts, the precise policy wording and the available evidence before reaching a conclusion about whether the insurer’s decision is fair and reasonable.

Can I appeal a declined property insurance claim?

Depending on the circumstances, a declined property insurance claim may be capable of challenge.

The first step is usually to understand exactly why the insurer reached its decision. This should include reviewing the insurer’s written explanation, the relevant policy wording and any reports or evidence relied upon.

If there are reasonable grounds to disagree with the decision, it may be appropriate to provide further evidence, clarify a misunderstanding or make a formal complaint to the insurer.

If the complaint remains unresolved and the insurer issues its Final Response, it may then be possible, depending on the circumstances and applicable eligibility requirements, to refer the complaint to the Financial Ombudsman Service.

Not every declined claim can or should be challenged. The appropriate course of action will depend on the circumstances of the loss, the policy wording and the strength of the available evidence.

When should you seek independent advice?

If you are unsure whether your insurer’s decision is correct, it may be sensible to obtain independent advice before accepting the outcome or deciding what to do next.

An independent review can help you understand the relevant policy wording, the reasons for the insurer’s decision and whether there may be realistic grounds to challenge it.

The earlier a declined claim is reviewed, the greater the opportunity may be to identify missing evidence, clarify misunderstandings or consider whether additional information could affect the outcome. Even where a claim cannot be overturned, independent advice can provide clarity and help you make an informed decision.

How Imperial Claims Consultants can help

If your property insurance claim has been declined, it is important to understand why before deciding what to do next.

At Imperial Claims Consultants, we begin by reviewing the insurer’s decision, the relevant policy wording and the evidence available. Where appropriate, we may identify additional evidence, clarify misunderstandings or highlight relevant policy wording that may not have been fully considered.

If we believe the insurer’s decision is fair and consistent with the policy, we will tell you. Equally, if we believe there may be realistic grounds to challenge the decision, we will explain the available options and how we may be able to assist.

Our aim is to provide clear, honest and independent guidance, helping homeowners, landlords, property investors and businesses make informed decisions about their property insurance claims.

What happens if I ask Imperial Claims to review my declined claim?

If your property insurance claim has already been declined, or you are concerned that it may be declined, contact us and we can carry out an initial review of your situation.

Following our review, we will be open and honest about whether we believe there may be realistic grounds to assist you and the basis on which we may be able to act.

There are likely to be three possible outcomes:

1. We may be able to offer our No Win No Fee service.
Where we believe your case is suitable, we may be able to act for you on a No Win No Fee basis. The terms of our service will be explained clearly before you decide whether to proceed.

2. We may be able to help, but not on a No Win No Fee basis.
Depending on the circumstances of your claim, we may still be able to provide professional assistance for an agreed fee. Any proposed fee will be explained and confirmed to you before we undertake chargeable work.

3. We may advise that we are unable to take on your case.
If, following our review, we do not believe there are realistic grounds for us to assist, or we are otherwise unable to act, we will tell you.

At all times, we will be open and honest with you about our assessment of your case and its prospects of success.

Related FAQs

• First 24 Hours After Property Damage: What To Do After Fire, Flood or Escape of Water
• Do I Need a Loss Assessor?
• What Is the Difference Between a Loss Adjuster and a Loss Assessor?
• What Will It Cost Me?
• Will My Insurance Company Object to Me Using My Own Assessor?

The first 24 hours after discovering property damage are often the most important. Whether you are a homeowner, landlord, property investor or business owner responsible for a residential, commercial or industrial property, the actions you take immediately after the incident can influence both the extent of the damage and the progress of your insurance claim.

Whether the loss has been caused by fire, escape of water, flooding, storm, impact, theft, vandalism or another insured event, taking appropriate action can help protect people, property and valuable evidence.

The purpose of this guide is to help you protect life, minimise further damage, preserve important evidence and place yourself in a strong position when presenting your property insurance claim and beginning the recovery process.

1. Make sure everyone is safe

Your first priority should always be the safety of people and, where it is safe and practical to do so, pets.

If there has been a fire, explosion, suspected gas leak, serious structural damage or another immediate danger, contact the appropriate emergency services and follow their instructions.

Do not enter or re-enter a property that may be unsafe simply to inspect the damage or recover possessions. Wait until the relevant emergency service or suitably qualified professional confirms that it is safe to do so.

2. Take reasonable steps to prevent further damage

Once everyone is safe, consider whether any immediate action can be taken safely to prevent the damage from becoming worse.

For example, following an escape of water, it may be appropriate to isolate the water supply if the stopcock can be reached safely. Following storm or impact damage, temporary measures may be required to make the property secure or watertight.

Do not put yourself at risk and do not undertake permanent repairs at this stage unless they are necessary for immediate safety or have been appropriately agreed.

Where possible, contact your insurer or its emergency helpline for guidance before arranging temporary emergency repairs. If urgent action is necessary to protect the property, keep clear records and receipts for any costs incurred.

3. Photograph and video the damage

If it is safe to enter the property, create a detailed photographic and video record before cleaning, moving damaged items or beginning repair work.

Start with wide photographs or video of each affected room or area. Then record close-up images of the specific damage, including water staining, fire or smoke damage, damaged ceilings and walls, affected flooring, forced entry points, damaged contents and any visible source or point of impact.

For commercial or industrial claims, consider recording affected stock, machinery, equipment and areas of the premises that cannot be used.

Good evidence taken at an early stage can be extremely valuable when the circumstances and extent of the loss are considered later in the claim.

4. Do not rush to throw damaged items away

Damaged or apparently ruined items may still form important evidence for your insurance claim.

Where it is safe and hygienic to do so, retain damaged items until they have been documented and you have received appropriate guidance about disposal.

If an item must be removed urgently because it presents a health or safety risk, take clear photographs and, where practical, record the item, its condition and the reason it was disposed of.

5. Report theft, burglary or criminal damage to the police

If the damage involves theft, burglary, vandalism or another suspected criminal act, report the incident to the police as soon as possible.

Keep a record of the crime reference number and any information provided by the police, as your insurer may request this when considering the claim.

Where possible, avoid disturbing the affected area until the police have provided appropriate guidance.

6. Notify your insurer promptly

Your insurance policy may contain requirements relating to the notification of a loss, so it is important not to delay unnecessarily in reporting the incident.

When notifying your insurer, provide accurate information based on what you know at the time. If the precise cause of the damage has not yet been established, it is reasonable to explain that the cause is still being investigated rather than speculate.

Keep a note of the date and time the claim was reported, the claim reference number and the name or details of anyone you speak to.

7. Consider obtaining independent advice early

A property insurance claim can become complex very quickly, particularly following significant fire, flood, escape of water or commercial property damage.

Independent advice at an early stage can help you understand your policy, your responsibilities as a policyholder, the evidence that may be required and the claims process ahead.

At Imperial Claims Consultants, we act for policyholders rather than insurance companies. Where appropriate, we can review the circumstances of the loss and explain how we may be able to assist with the claim.

8. Keep all receipts, records and claim correspondence

Create a dedicated file or electronic folder for everything connected with the incident and the insurance claim.

Keep photographs, videos, emails, letters, reports, quotations and receipts for emergency expenditure. This may include temporary accommodation, emergency plumbers or electricians, security or boarding-up costs and other reasonable expenditure arising from the incident.

Whether a particular cost is recoverable will depend on the terms and circumstances of the claim, so retaining clear evidence is important.

Does the advice differ for homeowners, landlords and businesses?

The immediate priorities of safety, preventing further damage and preserving evidence are broadly similar, but different policyholders may face additional considerations.

Homeowners may need to consider whether the property remains safe to occupy and whether alternative accommodation is required.

Landlords and property investors should consider tenant safety, communication with occupants, access to the property and any potential loss of rent or alternative accommodation provisions under the policy.

Business owners should consider the effect of the incident on trading, employees, stock, machinery and equipment. It may also be important to begin documenting disruption to the business and any reasonable steps taken to reduce the financial impact of the loss.

Common mistakes to avoid during the first 24 hours

• Putting yourself or others at risk to inspect the damage.
• Starting permanent repair work before the damage has been properly documented or the proposed works appropriately considered.
• Throwing damaged items away before photographing or recording them.
• Cleaning or altering the affected area before creating a photographic and video record, unless immediate action is required for safety.
• Speculating about the cause of damage when the cause has not yet been established.
• Failing to retain receipts for emergency expenditure.
• Forgetting to keep a record of claim references, telephone calls and correspondence.

How Imperial Claims Consultants can help

At Imperial Claims Consultants, we guide homeowners, landlords, property investors and businesses through property insurance claims following fire, escape of water, flood, storm and other insured events.

We can review the circumstances of the loss and the relevant policy documentation, help identify the evidence that may be required and, where we are appointed, represent your interests during the insurance claims process.

The earlier we understand what has happened, the earlier we can provide an honest view about whether and how we may be able to assist.

If you have suffered significant property damage and are unsure what to do next, contact us. We will listen to what has happened and explain the next steps available to you.

A Loss Assessor is a professional appointed by a policyholder to provide independent assistance with a property insurance claim.

Unlike a loss adjuster, who may be appointed by an insurance company to assess a claim, a loss assessor is appointed by the policyholder and acts on their behalf throughout the claims process.

At Imperial Claims Consultants, we act exclusively on behalf of policyholders. We do not act for insurance companies.

What does a Loss Assessor do?

The role of a loss assessor is to help guide and support policyholders through what can often be a complicated and stressful insurance claim.

Depending on the circumstances of your claim, this may include:

• reviewing your insurance policy;
• explaining how the claims process works;
• inspecting and assessing the damage;
• reviewing available evidence;
• identifying the insured losses;
• liaising with your insurer, loss adjuster, surveyors and other relevant parties;
• helping prepare information in support of your claim; and
• providing professional guidance throughout the claims process.

Every claim is different, and the support provided will depend on the circumstances of the loss and the terms of your insurance policy.

Who appoints a Loss Assessor?

The policyholder appoints the loss assessor.

This means the loss assessor works for you, rather than your insurance company.

At Imperial Claims Consultants, our client is always the policyholder.

Do I have to use a Loss Assessor?

No.

Many straightforward insurance claims are handled directly between the policyholder and the insurer without the need for a loss assessor.

However, where the damage is significant, the claim is complex or you would simply like independent professional support throughout the process, you may decide that appointing a loss assessor would be beneficial.

When should I contact a Loss Assessor?

Ideally, you should seek independent advice as early as possible after discovering property damage.

However, even if you have already reported the claim to your insurer or the claim is already underway, it may still be possible for a loss assessor to assist, depending on the circumstances.

Does a Loss Assessor guarantee that my claim will be successful?

No.

No professional can honestly guarantee that an insurance claim will be accepted or that a particular settlement will be achieved.

Every claim depends on the facts, the available evidence and the terms of the insurance policy.

A professional loss assessor helps ensure your claim is properly understood, professionally presented and supported by the available evidence.

Is a Loss Assessor regulated?

Claims management activities are regulated, and it is important to understand who you are appointing.

M&D Claims Consultants Ltd, trading as Imperial Claims Consultants, is authorised and regulated by the Financial Conduct Authority (FRN 1011508) to carry on regulated claims management activities.

If you are considering appointing any loss assessor, it is sensible to check that they are appropriately authorised to carry on the regulated activities they are offering.

What should I do next?

If you’ve suffered significant property damage and would like to understand whether independent professional claims assistance may be beneficial, contact Imperial Claims Consultants for an initial review.

We’ll discuss what has happened, explain whether we believe we may be able to help and answer any questions you may have before you decide whether to appoint us.

If we don’t believe our involvement is likely to add value or that we are the right organisation to assist, we’ll tell you honestly.