Our Promise to you
Every day we change the lives of our Clients, Colleagues and Community through expert Legal and Financial solutions.
We are committed to ensuring that our clients are central to everything we do providing clients with the highest standards of service and care.
We promise that we will:
Listen 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.
Look 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 an excellent service that takes your needs into account
We will be friendly, approachable and professional.
Be clear in our communications with you
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.
Be clear about our fees with you
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.
Ensure that our people have the appropriate skills and resources
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.