Our Client Care Policy

In summary:

• We will always try to ensure that we put you first.
• We always aim to achieve the very best results.
• We will always act professionally.

In order to achieve the highest standards of client care, our team will:

• Provide a high quality, professional and consistent service.
• Provide legal services in a timely manner taking into account personal needs and circumstances.
• Always act in a respectful and courteous manner.
• Always treat you fairly.
• Be open and honest.
• Give clear and concise legal advice.
• Use plain English wherever possible explaining any legal terms or references.
• Provide you with clear information about how your case will be managed and if there are alternative courses of action, such as mediation, will provide you with the relevant details.
• Represent your best interests and act with integrity.
• Ensure they communicate effectively and, wherever possible, in a format that suits individual needs i.e. letter, telephone, email, text, fax.
• Act in accordance with the Solicitors’ Code of Conduct and other relevant regulatory requirements.
• Provide the details of any costs involved (in some cases this will be an estimate), and provide regular updates on the costs incurred or in circumstances where the costs are likely to increase from the original amount advised e.g. to cover the costs of an expert or barrister.
• Provide a number of payment options so that you can choose an option that best suits your financial situation and therefore avoid unexpected and/or large one-off invoices.
• Advise if interest is going to be incurred on an outstanding balance.
• Inform you that the complaints procedure is available in paper form or downloadable from the website. This includes all the relevant details about the Legal Ombudsman.

This policy will be assessed annually as part of the company's review of client care.