Our Commitment To You
We are committed to providing clients with the highest standards of care and advice.
Our commitments to you:
We are committed to listening, understanding and helping you achieve your goals
We will ask you what you think about our service which may include asking you to complete a client satisfaction survey.
We will avoid jargon and use Plain English explaining any necessary legal terms
We will communicate with you in the way you prefer
We will tell you how long we expect things to take and update you regularly on progress
If you contact us we will respond or acknowledge receipt of your communication promptly; wherever possible within one working day
If the issue is more time sensitive or you tell us you need a response in a particular timeframe we will endeavour to meet your requirements.
Looking after you
All our clients are valued and important
We will let you know who will be working with you and give you their direct contact details
We will let you know what to do if you need to contact us out of office hours
We are committed to providing excellent service that takes your needs into account
We will be friendly, approachable and professional.
We will be open and transparent about our fees at all times, providing fixed fees where possible
Where not possible, we will give you the best information that we can on the likely total cost of your case at the outset
Should anything alter we will contact you before we incur any additional costs
Any bill we send you will be clear, describing the work done and amount charged.
Our firm is committed to ensuring that our clients are central to everything we do
We will ensure our people are properly resourced and have the appropriate training
When assigning the right person to your case we will take into account your needs, expectations and budget
We are committed to providing a positive working environment for our people
Our firm is regularly audited to ensure we maintain the high standards required to maintain the quality marks we hold
We will check we are providing excellent service by regularly monitoring client satisfaction with mystery shopping and asking clients what they think.
To provide you with excellent service, we need you to
Tell us what your objectives are and be clear about your expectations
Respond as soon as possible to any requests for information
Let us know straight away if anything changes
Work cooperatively with us to set and achieve realistic timescales
Appreciate that we have to follow a strict professional code of conduct
Help us to keep working for you by paying our invoices on time
Let us know if we are not providing you with the service you expected.
If things go wrong
If things go wrong or you are less than happy with our service please tell us immediately by contacting the fee earner responsible for your matter – we welcome your feedback as it helps us provide a better service.
If we cannot resolve the problem and you would like to make a formal complaint, please download the attached External Complaints Procedure PDF which details the complaints process.