Our Promise

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.

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 an excellent service that takes your needs into account

We will be friendly, approachable and professional.

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.

We will always be open and transparent about our fees, providing fixed fees where possible

Where fixed fees are 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 the amount charged.

You can review fees by visiting the pricing section of our website.

We will ensure our people are properly resourced and have the appropriate training

When assigning the right person to your case, we will consider 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.

• 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 must 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 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 review our External Complaints Procedure which details the complaints process.