Client Care Policy

Client Care Policy

Policy Statement

As a respected law firm, we strive to provide legal services that are expert, accurate and appropriate, accompanied by the highest standard of professional conduct and client care. We continually monitor our performance and review our systems and procedures to refine and improve our standards of client care.

We recognise that the times when clients need us are often times of difficulty and stress. Our Client Care Policy is designed to alleviate some of that stress and not add to it.

Who is covered by the policy?

This policy applies to all individuals working at all levels and grades, including directors, consultants, administrative and support staff, temporary staff or any other person associated with us.

Our pledges

• Offer our services in a pleasant and comfortable environment.
• Offer flexible appointment times.
• Agree with clients in advance the level of service they require.
• Represent clients’ interests and act professionally, respectfully and courteously.
• Treat clients fairly and be open and honest.
• Give clear legal advice that clients can understand.
• Provide letters written in plain English and explain any legal terms or references.
• Ensure clients understand what they are undertaking, including the risk of success or loss and likely costs involved.
• Keep clients’ business confidential.
• Comply with the Data Protection Act 2018 and action data requests within prescribed timescales.
• Ensure that we have the resources and expertise to deal with every matter.
• Inform clients of progress and important dates.
• Provide the most accurate information possible about costs at every stage.
• Respond promptly to telephone calls, emails and correspondence.
• Deal with questions or queries promptly.
• Inform clients of the availability of our complaints procedure.
• Provide reasonable adjustments for disabled clients where required.