Service Level Promise

Whatever legal service you need, you have the right to be treated with care and professionalism by your solicitor. This is your guide as to what to expect from us in terms of client care.

We will always:

  • put your interests first when representing you
  • be polite and considerate in our dealings with you
  • find out from the start what you are hoping to achieve and aim to make sure that your expectations are realistic
  • make sure that any advice orguidance given to you is of a high quality and based on a full understanding of your circumstances
  • make every effort to explain things clearly and in terms you can understand, keeping jargon to a minimum
  • tell you who will be handling your work
  • explain what the costs are likely to be
  • unless we have agreed a fixed price with you at the outset, we will keep you informed of costs throughout so that you can work out if a particular course of action is worth following financially
  • respond to your letters and phone calls promptly
  • make sure that all communications with you, including any marketing material, is fair, clear and not misleading
  • tell you about any developments and update you on progress as work proceeds
  • give you a clear bill which shows the work done and the amount charged
  • treat you fairly and not discriminate against you because of age, race, disability, pregnancy or maternity, gender reassignment, marriage or civil partnership, religion or belief, sex or sexual orientation.
  • keep what you tell us confidential, and refuse to act for anyone else if doing so could compromise that confidentiality
  • act with integrity and uphold the law and proper administration of justice and
  • record and investigate any complaint you may have (either verbal or written) promptly and fairly. Where appropriate we will undertake a route-cause analysis and up-date and review our processes as necessary.
  • A copy of our complaints procedure can viewed on our complaints procedure page.

How you can help us:

Whilst we have various duties to you as our client, we can only give our best advice and service if the information you give us is accurate and complete.  You can help us to do our best for you by telling us all relevant information and providing documents when we ask for them.

Please:

  • bring all relevant papers with you when we ask to see you
  • if you are not sure what to bring, ask prior to the appointment or bring what you think might help us
  • tell us at the start what you expect of us so  that we can agree with you what is possible to achieve
  • tell us immediately if your expectations change
  • tell us if you personal time limits or targets which would not be obvious to us
  • make sure that you always understand what we have discussed, if your are not sure, please tell us
  • tell us about any special needs relating to the service you require
  • contact us quickly if we ask for instructions, documents or information
  • tell us if you change address or phone number, or if your circumstances change in a way that may affect the way we deal with your case

 

PLEASE NOTE: Other legal and professional duties may occasionally affect our ability to meet all these standards. For example, the legal duty to release information about money laundering or our duty to the court can override the duty of confidentiality or the duty to put your interests first.

Click this link to download a current copy of our Terms and Conditions.