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

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

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