v. clients i. introduction ii. experts iii. services iv. charter

i. introduction
ii. experts
iii. services
iv. charter
v. clients

i. introduction
2
Meeting our customers’ needs -
Bobby Gracey, Chief Executive
The world is changing, but our values
are not.
Since 1970 IFIC has been responding to our
customers’ needs and in doing so we have built a
robust business which is now a leading player in
the International forensic investigation sector.
Whether you are an insurer, loss adjuster, lawyer,
P & I Club or a corporate multinational, you can
be assured that IFIC has created a professional
response to match your specific requirements.
Whilst IFIC is an International forensic company
we remain very proud of our origins in Scotland
which ensures we continue to think globally whilst
acting locally. This approach ensures that we always
listen to our customers’ requirements which is at the
cornerstone of our ability to innovate.
Dr J F Lygate, Principal Fire Investigator
My interest in fire investigation was prompted
by lectures in to fires aboard ships given by
Dr Frank Rushbrook our Founder when I was a
master's student at the University of Edinburgh's
Department of Fire safety Engineering. As top
student I was invited to continue my studies and
I was sponsored by Conico the operators of the
Murchison platform in the North Sea.
Despite coming from a family of Chartered
Surveyors (now in its fourth generation) I went
to work for one of the UK's foremost marine
consultants.
I was responsible for reviewing the fires aboard
HM Ships during the Falkland's Campaign. In 1991
after a spell in the family surveying business Dr
Rushbrook invited me to join him and I jumped

we can because we care.
Similarly, customer service and cost control are
areas that I am very passionate about. It is so
critical in the current market that service delivery
is completely aligned to our professional and
commercial standards.
We are proud to have created the first ever forensic
customer service charter and we are confident
that IFIC is now leading this particular debate at an
industry level on behalf of all of our customers.
Our website and brochure highlights some of
our key personnel who are at the heart of IFICs
tremendous success. We believe that our people
are our most significant business assets and
we continue to invest in them, their ongoing
development, succession planning and creating the
forensic stars of the future, via our graduate program.
at the chance of being mentored by one of the
world's lead marine fire investigators.
We quickly found despite the difference in age
that there was a synergy between the experienced
fire fighter and fire scientist which was stronger
than the sum of the parts. That synergy is a model
which IFIC continues to employ today.
In the last 20 years clients have appointed me in
the knowledge that as an expert my first duty is
to the court in which I might eventually appear.
That sense of accountability informs the investigation
process and no ends are left "loose".
As a Chartered Fire Engineer and Chartered
Surveyor I am uniquely placed to take a holistic
view of not only the origin and cause of fires but
IFIC will never lose sight that we remain a
traditionally owned family business who
understand the needs of customers and respects
the value of “team and partnership”.
As we like to say, “Meeting our customers` needs...
We can because we care”
In this ever changing world, with the challenges
that we all face, there will always be one constant
in forensics, IFIC and our commitment to providing
a professional product and market leading
customer service in everything we do.
We look forward to working with you in the
future and as CEO of the business I would like to
personally thank you all for your fantastic support
of IFIC Forensics now and in the future.
the wider fire safety environment in which those
fires have occurred. This holistic view has served
my clients well as most fires are not the simply the
result of an ignition source meeting fuel but the
unhappy coincidence of many factors.
There is an old adage that the three most common
causes of fire are men, women and children to
which might be added "and most of them smoke!"
Whether deliberately or inadvertently I have found
over the years it to prove true.
www.ificforensics.com 3
i. introduction

ii. experts
Our Experts
Our team are at the heart of IFIC’s expertise and operation. We are fortunate to work with industry
leading experts as well as the next generation of forensic trainees developing skills for a sustainable
future in investigation.
We give you first choice from our collection of investigators and subject specialists to work on your
investigation. The breadth of our skills matrix means we can deliver experts able to cope with any kind
of forensic need.
Management Team
Bobby Gracey, CEO
Dr James Lygate, Principal Fire Investigator
Lesley Whitefield, Director
Richard Turner, Global Sales Director
Alastair Russell – Finance (R & R)
Bill Speirs – Legal (BTO)
Investigators
Dr Jim Lygate – Principal Investigator
Douglas Grant - Senior Investigator
Deon Webber – Senior Investigator
David Townsend – Senior Investigator
Ian Thomson – Senior Investigator
John Gow – Senior Investigator
Maurice Dallaghan – Senior Investigator
Jon Stewart - Investigator
Eva McKiernan - Investigator
Barry Wheater - Investigator
Kiera Biggins – Graduate Investigator
Central Support Services Team
Subject Specialists
Dr Frank Rushbrook – Marine
Stephen Brooker – Nuclear, Offshore Oil & Gas
Iain Smith – Electrical
Marc Dekenah- Electrical
Dr Fred Ashmore – Offshore, Oil & Gas, Petrochem
Dr Alex Galloway – Metallurgist
Dr Guillermo Rein - CFD
Dr Ricky Carvel – Fire Testing
Professor Brian Gray – Self heating
Bob Gustar – Battery Specialist
Professor Claire Grey – Battery Specialist
Prof Jose Torero - fire safety engineering
Laboratories
University of Edinburgh – Cone calorimeter
BRE – Large scale burn hole/Fire reconstruction
FPA – Fire testing
Glasgow Scientifics – GCMS Accelerant
SPSA Forensic Lab – GCMS DNA Marks
Lorraine Moir - Finance Alison Mannis - Finance Carole Campbell - Admin
Judy Lott - Admin Barry Clark - IT Cammie Loggie – IT

Across the UK & Ireland
IFIC are uniquely placed to serve both the UK and Irish markets with forensic services with our team of
experts located around the region. With investigators placed all over the UK and Ireland we are able to
reach any instruction given within 8 hours.
GLASGOW
Rushbrook House
220 Ayr Road
Glasgow, G77 6DR
Tel: +44 (0)141 639 6611
Fax: +44 (0)870 134 0539
BELFAST
54 Elmwood Avenue
Belfast
BT9 6AZ
Tel: +44 (0)28 9068 6754
Fax: +44 (0)870 134 0539
MANCHESTER
111 Piccadilly
Ducie Street
Manchester, M1 2HY
Tel: +44 (0)161 408 3303
Fax: +44 (0)870 134 0539
DUBLIN
Citywest Business Centre
3013 Lake Drive
Dublin 24, Ireland
Tel: +353 (0)1 466 3333
Fax: +44 (0)870 134 0539
LONDON
Blackwell House
Guildhall Yard
London, EC2V 5AE
Tel: +44 (0)20 8816 8744
Fax: +44 (0)870 134 0539
experts
www.ificforensics.com 5 ii.

iii. services
Products & Services
Fire & Explosion Investigations
IFIC Forensics provides a UK wide expert capability in cause and origin investigations associated
with fire and explosion. This sector represents the largest proportion of our work and we are ideally
placed to respond to all types of fire and explosion investigations including complex losses that
require other associated disciplines to be covered. Our proactive approach ensures a consistent and
high quality service delivery which focuses on 4 key areas:-
• Collation and protection of the evidence/facts.
• Careful and detailed analysis of the evidence/facts.
• Determine conclusions on cause & origin.
• Provision of expert & reliable testimony.
Marine
We are able to provide a global response to the investigation of Marine claims which covers the following
specialist areas:-
• Fire & other peril damage to hull claims.
• Technical support on causation.
• Technical support for the management and handling of
hazardous cargoes.
Legal – Expert Court Witness
Working in collaboration with insurer’s appointed solicitors on high value, complex and /or
contentious cases providing support in the following key areas:-
• Undertaking detailed and extensive forensic investigations.
• Provision of privileged and specialist reports to the Insurer’s appointed solicitors.
• Attendance at case review meetings and conference calls.
• Contributing to strategic approach with the case.
• Trial attendance as directed.
Escape of Water & Chemical Spills
Leaks from pipe work, tanks and other containers can result in the escape of water (mains & foul water)
and chemicals with associated contamination with the added potential for gas explosions. These
incidents can arise from a range of causes including the following:-
• Poor design.
• Poor workmanship.
• Manufacturing faults.
• Impact/mechanical damage.
• Temperature variation including
the effects of frost.
6
• Pressure variation.
• Gradual deterioration
including corrosion.
• Forensic sample analysis.
• Advice on cargo damage/ contamination.
• Expert testimony.

Engineering
Our expertise across the engineering sector
extends to include the following:-
• Mechanical breakdown.
• Machinery inspection & analysis.
• Electrical failure.
• Product liability.
• Structural failure.
• Process analysis.
• Motor vehicle accident reconstruction.
• Material testing.
Environmental
Our environmental capability is designed to minimise the impact of spills and contamination as well as
support compliance with all environmental regulations and legislation. We are experienced in the following
types of environmental incidents:-
• Post-fire.
• Post-flood.
• Asbestos.
• Oil spills.
• Chemical spills.
• Land contamination.
IFIC Capability Matrix
Service Personal Lines Commercial Marine
Fire and Explosion
Personal Injury
Electrical Engineering
Mechanical Engineering
Chemical Engineering
Gas Engineering
Metallurgy
Marine Engineering
Marine Cargo
Contamination Assessments
Transport Collisions
Ports and Terminals
Aquaculture
Petrochemical
Pharmaceutical
Escape of Water
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www.ificforensics.com 7
iii. services

iv. charter
Customer Charter
Our mission
Our charter promises
8
•
•
•
To be regarded as the premier forensic supplier of choice.
A commitment to deliver technical quality and excellent customer service in
accordance with our customer service charter.
Constantly strengthen our range of forensic services and systems to improve
customer satisfaction and meet the diverse needs of our customers.
All staff at IFIC are fully committed to delivering service excellence and operating
in accordance our recently launched customer service charter detailed below:
Description Measure Charter objective
Telephony. Answer
new instructions.
Forensic investigator
appointed following
new instruction
New instruction
added to IFIC case
database
Be on site following
receipt of new instruction
Verbal report
Produce immediate advice
report following site
inspection (on screen)
Produce forensic
screen report
Produce full forensic
report from date of site
inspection
Return of phone calls
Respond to
correspondence
Case updates issued
Exact root cause analysis
Complaint resolution
Within 30 seconds
Within 30 minutes
Within 30 minutes
Within 8 working hours
Contact instructing person on day of site visit
Within 8 working hours
5 working days from site visit
Within 15 working days of site visit
Within 2 working hours
Within 3 working days
Every 20 working days
In every full investigation report
Within 12 hours
95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
95%
100%
100%

Quality Assurance
Why our clients chose IFIC
• We establish a definitive view on causation.
• We fast track genuine claims.
• We gather appropriate levels of evidence to support
repudiations .
• We undertake rigorous fraud & arson checks.
• Appropriate escalation & involvement of
independent specialists.
• We provide effective cost control.
• We provide full regulatory compliance & high levels of
corporate governance.
• Provision of meaningful management information.
• Successful track record (empirical evidence &
testimonials).
• We provide added value (accompanied site visits,
training, white papers, thought leadership).
Quality
• Methodical, Scientific process.
• ISO 9001, 17020.
• Peer review & escalation.
What The Judges Say
The opinion of Lord Brodie in the Outer House Court of Session
"It appeared to me that all those who had investigated the fire and who gave evidence, Mr Smith,
Mr Grant, Station Officer Hannigan and Dr Lygate, were qualified by reason of relevant study and
experience and an informed investigation of the scene to provide an opinion as to the area of origin of
the fire and its source of ignition, and therefore might be described as expert witnesses. Dr Lygate is
more the scientist or engineer. He is academically and professionally well qualified. He was a particularly
careful witness. He was precise in the way he answered questions. He provided detailed reasons for his
opinions under reference to the findings of the fire investigation."
United States District Court, Northern District of Georgia Atlanta Division found that:
'Plaintiffs failed substantially to meet their burden of proof in this case. Accordingly, and based on the
court's Findings of Fact and Conclusions of Law that judgement was entered in favour of IFIC’s client the
defendant, Oilmar Co Ltd. It was further ordered that the attached freights, paid into the court's registry
in the amount of $580,000.00, together with the interest that has accrued, be released to Oilmar.'
William S Duffey, JR. United States District Judge.
Competence
• Qualifications and Expertise.
• Licensing.
• CPD.
Care
• Customer service charter.
• Relationship management.
• Access to the CEO.
• Pro-active case management.
• Plain English, easy to understand reports.
• Easy to do business culture.
Cost
• Accurate recording.
• Transparency of billing.
• Certainty of pricing.
• Monthly reporting.
• Client control of pricing options.
www.ificforensics.com 9
iv. charter

v. clients
Delivering Real Client Value
IFIC is committed to delivering a class leading professional forensic service to all our clients.
Our intention is to work closely with you to formulate a solution which supports your value
and philosophies.
We will always act responsibly, with honesty and integrity. Our aim is to deliver client services
and performance levels which demonstrate consistently the following key attributes.
Meaningful Relationship Management
At IFIC we recognise the critical importance of proactive relationship management. We adopt
professional and innovative key account management disciplines to ensure the services we provide
meet and routinely exceed client expectations. We always seek to provide :-
• Client tailored products - we listen first, then provide you with exactly what you need.
• Strict cost control - claims and portfolios managed to agreed budgets.
• Common simple language - use of simple English and client tailored reporting formats.
• Easy to do business with - responding to the business challenges our clients face in a proactive and
innovative way that sets us apart from the competition.
Relationship management and business development is led by Richard Turner who has a successful 25
year track record in the insurance / claims industry. Richard would welcome direct contact to discuss
your requirements.
Reliable
• Full executive sponsorship and support.
• Highly trained and qualified staff.
• Detailed investigation process and scientific investigation process.
• Professional peer review.
• Pre-planned business continuity and surge response.
• Full national and international coverage.
• Predetermined service level agreement.
• Forensic investigation and attention to detail is at the heart of everything we do.
10
IFIC
F O R E N S I C S
Richard Turner
ACII, ACILA
Global Sales Director
+44 (0) 141 639 6611
+44 (0) 7714038651
e rturner@ific.co.uk
Rushbrook House, 220 Ayr Road
Glasgow, G77 6DR
www.ific.co.uk
www.twitter.com/ificforensics

Flexible
• Forensic investigators capable of handling various claim type scenarios.
• Bespoke business model for your needs.
• Management information on demand.
• A learning organisation and culture, sensitive to bespoke service delivery.
• A complaints process driven by delivery of client satisfaction.
• Strategic business to business partnership to facilitate open debate of developments.
Proactive
• IFIC aimed at identifying recovery and repudiation opportunities.
• Forensic claims management platform designed to ensure pro-active case handling.
• Regular liaison on changing market trends.
• IFIC are leaders in forensic compliance and quality control.
Cost Effective
• A focus on immediate root cause & origin analysis.
• A focus on genuine events to ensure they are paid promptly but high risk cases are
immediately escalated.
• Financial return on investment for our customers, increased recovery, repudiation, fraud detection.
• Competitive pricing strategy.
• Willingness to share best practice.
• Investigation strategy for each instruction.
• Clear service, products and process.
• Use of technology to create process efficiencies/cost savings.
www.ificforensics.com 11
v. clients

IFIC
F O R E N S I C S
London Manchester Glasgow Belfast Dublin
Blackwell House
Guildhall Yard
London, EC2V 5AE
Tel: +44 (0)20 8816 8744
Fax: +44 (0)870 134 0539
111 Piccadilly
Ducie Street
Manchester, M1 2HY
Tel: +44 (0)161 408 3303
Fax: +44 (0)870 134 0539
@ificforensics
Rushbrook House
220 Ayr Road
Glasgow, G77 6DR
Tel: +44 (0)141 639 6611
Fax: +44 (0)870 134 0539
www.ificforensics.com
0800 862 0511 UK
1800 816 056 Ireland
54 Elmwood Avenue
Belfast
BT9 6AZ
Tel: +44 (0)28 9068 6754
Fax: +44 (0)870 134 0539
Company No SC 289 747 VAT No 865 9210 02
Citywest Business Centre
3013 Lake Drive
Dublin 24, Ireland
Tel: +353 (0)1 466 3333
Fax: +44 (0)870 134 0539
Meeting our customers’ needs -
we can because we care.